Schedule Callback
Let an agent book a callback at a time the caller chooses, placed later by one of your outbound campaigns. How to set it up and what it needs.
Voice agentsSchedule Callback lets the agent book a return call for the caller. The agent asks when they would like to be called back, and an outbound campaign places the call at that time.
Use it when a caller cannot talk now, or when the answer they need is not available yet: the agent offers a time instead of ending the conversation with nothing booked.
Before you start
The tool places callbacks through an outbound campaign, so you need one. If the picker reads No outbound campaigns found., create one first; see Create an outbound campaign.
Adding it
- Open the agent and choose Tools under Build.
- Choose Add tool, then Schedule Callback.
- Under Outbound campaign, choose the campaign that should place the return calls. The list is searchable and shows outbound campaigns only; the field is required.
- Choose Add Tool, then Save the agent.
What the caller hears
What the agent says is the tool’s AI Response, which you can edit like on any other tool. The default is I’ve scheduled your callback.
Writing the description
The tool’s description is what the model reads to decide when to use it. The default is Schedule a callback for the caller through an outbound campaign at a time they choose. Add your own conditions, for example: Offer a callback only during opening hours, and only if the caller asks for one.