Schedule a callback

AI-generated summary

Genesys Cloud enables scheduling callbacks for ACD voice interactions including calls, callbacks, outbound dialing, and voicemails through call controls accessible to agents. Agents can select a date and time for callbacks, which default to 30 minutes later using the original caller's number, with the system preventing scheduling more than 30 days in advance and restricting multiple callbacks per single interaction. Callback details can be modified by agents, who can assign callbacks to themselves or specific queues if enabled by administrators, and select a time zone for the recipient. At the scheduled time, the system routes callbacks to the designated agent or queue that handled the original interaction. The callback scheduling feature supports two agent-owned callback configurations: Agent First, where the agent is connected during customer dialing, and Customer First, where Genesys Cloud manages the callback without the agent on the line. Administrators control the advance scheduling window (one hour to 30 days), ownership duration (one hour to 30 days), and queue assignment upon ownership expiration. Agents cannot edit owned callbacks within 15 minutes of the scheduled time, and users with the Supervisor default role can cancel scheduled callbacks. The functionality is available across Genesys Cloud Embeddable Framework, Chrome, Firefox, Microsoft Teams, Salesforce, and Zendesk integrations, with API integration allowing specification of caller ID and caller name during callback creation. For agent-owned callbacks, Genesys Cloud manages an automated system that dials customers and connects agents only after customer answer, with automatic retry handling based on administrator settings. The system reserves the agent at the scheduled time and checks availability; if unavailable, the callback waits in the agent queue until the agent becomes available. During reservation, agents cannot receive other voice or non-voice interactions. If the ownership period expires before agent availability, the system either returns the callback to the queue for the next available agent (if "Assign to Queue on ownership expiration" is enabled) or removes and disconnects the callback (if unavailable). If an agent goes off-queue after a reservation, the callback waits for the agent's return, with administrators able to offer customers a reschedule option. Upon successful connection, agents can wrap the call or schedule follow-up callbacks, releasing their reservation. On an unsuccessful connection, the system retries and reserves the agent again based on retry callback queue configuration.

Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

PrerequisitesClick to expand

You can schedule callbacks for ACD voice interactions (call, callback, outbound dialing, and voicemail).

Click Schedule a callback in the call controls.
Type or select the date.
The date defaults to the current date.
Note: You cannot schedule a callback for more than 30 days in advance.
Type or select the time.
The time defaults to 30 minutes after the current time.
(Optional) Type or select a time zone for the person that you want to call.
Update the phone number, if necessary.
The phone number defaults to the caller’s ANI.
(Optional) If your admin has enabled the option to assign the callback to a specific queue, type or select a queue for the callback.
For more information, see Enable agents to specify a queue for scheduled callbacks.
To route the callback to you, select Route callback to me if possible. By default, scheduled callbacks route to the queue that received the original interaction.
(Optional) If your admin has enabled owned callbacks, then you can select Take Ownership to take ownership of the callback.
The behavior of agent ownership depends on how your administrator has configured the callback type for the queue — Agent First or Customer First. For more information, see Agent-owned callbacks section.
Click Schedule.
Note: You cannot schedule multiple callbacks for a single interaction. After you schedule a callback, the Schedule button becomes unavailable.

The image is a screenshot of the Schedule Callback window that shows the selection of queue option.

At the scheduled date and time, Genesys Cloud sends the callback to the queue or agent that handled the original interaction. For more information about handling callback interactions, see Respond to callback interactions.

Notes:

A caller ID and caller name can be specified for a callback when created through an API call. For more information, see /api/v2/conversations/callback and /api/v2/conversations/{conversationId}/participants/{participantId}/callbacks in Conversations in the Developer Center.
Users with the Genesys Cloud Supervisor default role can cancel callbacks. For more information, see Scheduled Callbacks view.

Agent-owned callbacks

When you select Take Ownership while scheduling a callback, the behavior depends on how your admin has configured the callback type for the queue — Agent First or Customer First. Your admin also controls:

How far in advance you can schedule an owned callback, ranging from one hour to 30 days
How long the ownership period lasts, ranging from one hour to 30 days
Whether the call is assigned to a queue when ownership expires

Note: You cannot edit an owned callback within 15 minutes of the scheduled callback time.

	Agent first callback type	Customer first callback type
How it works	You are connected to the call while the system dials the customer and handles the call progress directly.	Genesys Cloud manages the callback on your behalf. You are not on the line during dialing. The system dials the customer and connects you only after the customer answers. Retries are handled automatically. If the customer does not answer, Genesys Cloud retries according to your admin’s retry settings and no action is required from you. If the customer first callbacks are agent owned: You are reserved before the system dials. At the scheduled time, the system checks your availability. If you are not yet available, the callback waits in your agent queue and reserves you when you become available. While reserved, you cannot receive other interactions. You are not routed any other voice or non-voice interactions until the callback is completed or released.
Ownership period expires before you become available	If your admin has enabled Assign to Queue on ownership expiration, Genesys Cloud returns the callback to the queue for the next available agent. If Assign to Queue on ownership expiration is not enabled, Genesys Cloud removes the callback from the queue and disconnects it.	If your admin has enabled Assign to Queue on ownership expiration, Genesys Cloud returns the callback to the queue for the next available agent. If Assign to Queue on ownership expiration is not enabled, Genesys Cloud removes the callback from the queue and disconnects it.
If you go off queue after being reserved	N/A	The callback waits for the agent to return on queue. Your admin can also offer to reschedule option for customer in waiting in queue due to agent unavailability.
On successful connection	You can wrap the call or schedule any follow-up callbacks.	Your reservation is released. You can then wrap the call or schedule any follow-up callbacks.
On unsuccessful connection	N/A	The system retries and reserves you again before the next dial attempt based on the retry callback queue configuration.

For more information, see Call controls.

For more information about how to configure an agent-owned callback in queues, see Create and configure queues.

For more information about the integrations, see About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, About Genesys Cloud for Microsoft Teams, and About Genesys Cloud for Zendesk.

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Agent-owned callbacks

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