---
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: ["callback", "schedule", "scheduled callback", "Call History", "Inbound", "Outbound", "voice", "Agent Panel", "omnichannel workspace"]
updated: 2026-10-30T14:58:56Z
published: 2026-10-30T14:58:56Z
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**: Click a **Call back in (min)** button (**5**, **10**, **15**, **30**, or **60**) to call back that many minutes from now, or choose a time from the list. The list shows times in 5-minute steps, from at least 5 minutes ahead up to 21:55, within the next 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 a callback in Agent Workspace

In Agent Workspace, you can schedule a callback from any call or SMS record. To schedule a callback during a call, follow the steps in [Scheduling a callback on a call](/v1/docs/scheduled-callback#scheduling-a-callback-on-a-call).

1. In the **Calls** or **SMS** section, select the record of the contact you want to call back.
2. Click the **Schedule callback** icon.
3. In the **Schedule callback** window, set the callback time:
  - Click a **Call back in** button (**5 min**, **10 min**, **15 min**, **30 min**, or **60 min**) to call back that many minutes from now. Buttons that would set a time outside 08:00 to 21:59 are not shown.
  - Or enter a **Date** and a **Time** (24-hour clock). You can enter any minute between 08:00 and 21:59, within the next 30 days. By default, the date is tomorrow and the time is 09:00.
4. Check the **To** number and the **Time zone**, select a Caller ID in **From**, and add **Notes** if needed.
5. Click **Schedule**.

If the time you set cannot be used, the **Schedule callback** window shows one of the following messages:

| Message | What to do |
| --- | --- |
| Select a time from 08:00 to 21:59. | Enter a time from 08:00 to 21:59. |
| Select a time in the future, within the next 30 days. | Enter a later time, or a date within the next 30 days. |
| Select a date in the future, within the next 30 days. | Choose a date from today to 30 days ahead. |

## 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. |
| Call back in (min) | Click **5**, **10**, **15**, **30**, or **60** to set the callback that many minutes from now. Buttons that would set a time outside 08:00 to 21:59 are not shown. |
| Date and time | Defaults to the first 5-minute step at least 5 minutes from now. Outside 08:00 to 21:59, it defaults to the next 08:00. You can set a time between 08:00 and 21:59 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 is not **Available** at the scheduled time of the callback, Voiso waits for you to become **Available**, up to the **Max agent wait time** set by your admin (10 minutes by default), and then rings the callback. The wait pauses between 22:00 and 08:00 in the callback's time zone. If the wait ends first, or if you do not answer a ringing callback, the attempt counts as failed. If 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

              

A due callback first waits for you up to the **Max agent wait time**. 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)