Scheduled Callbacks
A callback follows up with one Member at a specified time. Use Routines for recurring work or outreach to a group.
Arrange a follow-up
In a Chat where the Agent can schedule callbacks, ask for a specific time: “Please call me tomorrow at 2 pm.” Check the Agent's confirmation before ending the Chat.
For a Chat already using SMS, phone voice, or email, the callback can use that channel. For a web Chat, the Agent chooses or asks for an available SMS, phone, or email channel. Those choices depend on the Member's contact details and notification preferences, and the Workflow's configured phone number or inbox.
A phone callback places a new outbound call; it does not resume an ended call.
Check or cancel a pending callback
- Open the Chat.
- Read the follow-up banner above the messages. It shows the scheduled time and, where supplied, the channel and reason. The displayed time uses your browser's local time zone.
- Select Cancel beside the callback if the follow-up is no longer needed.
Cancel before the scheduled time. If delivery has already begun, cancellation may be too late to stop it.
A callback may be skipped if the Chat has already continued or its delivery requirements are no longer met. Check the Chat for the actual follow-up rather than treating the disappearance of the banner as proof of delivery.