--- title: "Scheduled callback" slug: "scheduled-callback" description: "You can schedule a time to call your contact back (callback) either during a call or after a call." tags: ["scheduled callback", "Outbound", "omnichannel workspace", "schedule", "Call History", "Agent Panel", "Inbound", "voice", "callback"] updated: 2025-09-24T14:16:03Z published: 2025-09-24T14:16:03Z canonical: "docs.voiso.com/scheduled-callback" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Scheduled callback **Who should read this article**: Agents Learn how to schedule, manage, and handle scheduled callbacks to provide timely follow-ups for your contacts. For Admins If you are looking for information about setting up the **Scheduled Callback** feature, refer to [Scheduling callbacks](/v1/docs/scheduling-callbacks). ## Introduction The Voiso **Scheduled Callback** feature empowers you to provide better customer service by allowing contacts to request a callback at a time convenient for them. It helps manage your workload, improves efficiency during peak hours, and ensures you can deliver focused support by rescheduling calls for off-peak periods. You can also suggest a scheduling callback for your contact. This allows you to gather necessary information and review a contact’s history before reconnecting, ensuring you are well-prepared to resolve their issues. You may also choose to schedule a callback to follow up on your current call after completing promised actions or resolutions. ## Scheduling a callback on a call Follow these steps to schedule a callback while on a real-time call with a contact: [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Scheduled%20Callback%20Schedule%20From%20Active%20Call%20Voiceover.mp4) 1. On the **Call** screen, click the **Callback** button. (**Note:** You may need to click the **More** button to access the **Callback** option). ![System%20Settings%20Scheduled%20Callbacks%20Agent%20Panel%20Dialpad](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/System%20Settings%20Scheduled%20Callbacks%20Agent%20Panel%20Dialpad.png) 2. On the **Schedule a callback** screen, enter the following information: - **To**: The contact’s phone number. The current number is filled in by default but can be changed. (1) - **Date and time**: Choose a time at least 30 minutes in advance and within 30 days. (2) - **Time zone**: Confirm the time zone detected for the contact’s phone number or select a different one. (3) - **From**: Select a Caller ID from the list provided. Inform the contact of the Caller ID they should expect. (4) - **Callback note**: Add a note to remind yourself of key details for the callback. (5) ![System%20Settings%20Scheduled%20Callbacks%20Setup%20Page](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/System%20Settings%20Scheduled%20Callbacks%20Setup%20Page.png) 3. Click **Schedule** to schedule the call. ## Scheduling a callback from your history To schedule a callback from your call history, follow these steps: [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Scheduled%20Callback%20Schedule%20From%20History%20Voiceover.mp4) 1. On the **Agent Panel**, click the **Call history** button to display the **[Call History](/v1/docs/agent-panel-getting-started#call-history-screen)** screen. 2. In the **Recents** list, find the call from a contact you want to create a callback for. 3. Click the **Callback** button, then follow the steps [above](/v1/docs/scheduled-callback#scheduling-a-callback-on-a-call). ![System%20Settings%20Scheduled%20Callbacks%20Agent%20Panel%20History](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/System%20Settings%20Scheduled%20Callbacks%20Agent%20Panel%20History.png) ## Scheduling callbacks in detail The following table describes the **Schedule Callback** fields in detail: | Field | Details | | --- | --- | | To | Automatically populated with the contact's phone number. You can change this number if needed. Ensure the full number, including the country code, is entered. | | Date and time | Defaults to 30 minutes from the current time. You can set a time between 08:00 and 22:00 within the next 30 days. | | Time zone | Automatically detected based on the phone number. If incorrect, you can search and select the correct time zone. | | From | Defaults to the Caller ID of the original call. You may need to choose a different Caller ID based on your contact center’s policies. | | Notes | Add up to 64 characters to include key details for reference during the callback. These notes are visible in your **Agent Panel** when handling the callback. | ## Handling a callback call To be ready for the scheduled callback, ensure that your [status](/v1/docs/agent-panel-getting-started) is set to **Available**. Tip If your status was not set to **Available** at the scheduled time of the callback or the contact does not answer the call, Voiso waits a certain amount of time, then dials the call again. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Scheduled%20Callback%20Answer%20Scheduled%20Call%20Voiceover.mp4) At the date and time of the scheduled callback the call rings on your **Agent Panel** and your status changes to **Ringing**. Voiso waits for you to click **Answer** then calls the contact. ![System%20Settings%20Scheduled%20Callbacks%20Offered%20Callback](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/System%20Settings%20Scheduled%20Callbacks%20Offered%20Callback.png) When the contact answers, your status changes to **Outbound**. Tip Scheduled callbacks may be retried multiple times based on how your contact center is configured. If you are not available to handle the callback, it may be rerouted to a queue for another available agent to handle. ## Related - [Inbound calls](/agent-panel-inbound-calls.md) - [Outbound calls](/agent-panel-outbound-calls.md) - [Agent Panel](/agent-panel.md) - [Agent Guide](/agent-guide.md) - [Omnichannel Workspace](/agent-guide-omnichannel-workspace.md) - [Scheduling callbacks](/scheduling-callbacks.md)