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The Call Back Later skill lets your agent offer to call someone back later instead of continuing the current conversation. When the caller says something like:
  • “I’m busy, can you call me back?”
  • “Can we talk later?”
the agent can:
  1. Confirm a callback.
  2. End the current call gracefully.
  3. Automatically schedule a future outbound call with the same agent and phone number.
The scheduled call appears in the Calls section as a scheduled call. This configuration is set at the agent level, not at the campaign level.

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Video: Call Back Later (Skill)

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How it works

With Call Back Later enabled:
  • Fluents listens for phrases that indicate the caller wants to talk later
    (for example, “call me back”, “can we talk another time”, etc.).
  • When that intent is detected and the agent agrees:
    • The system decides when to call back, based on internal scheduling logic (for example, soon after the requested time).
    • A scheduled outbound call is created for the same agent and number.
    • The agent says your Callback Confirmation (End Call) message and then the call ends.
  • When the scheduled time arrives:
    • The same agent calls the contact back.
    • The call starts with your Callback Initial Message.
If the number later ends up on the DNC list, that will still prevent future callbacks from going out. Call Back Later is designed primarily for outbound agents, but can also be used with inbound agents if that fits your workflow.

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Prerequisites

Before using Call Back Later, make sure:
  • Your agent is configured for phone calls (has a number and telephony provider set up).
  • You are comfortable with the agent scheduling and making follow‑up calls automatically.
  • Your team knows where to view scheduled calls in the Calls tab.

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Enable Call Back Later on an agent

  1. Go to Agents and select your agent.
  2. On the Basic Information tab, find Choose Skills.
  3. Click Call Back Later to add the skill.
  4. The Configure Call Back Later dialog opens.

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Configure Call Back Later messages

In the Configure Call Back Later dialog you can set two messages:

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1. Callback Confirmation (End Call)

This is what the agent says at the end of the original call once a callback has been agreed. Example:
“Great. We’ll call you back at that time. Goodbye.”
After speaking this line, the agent ends the current call and the callback is scheduled.

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2. Callback Initial Message

This is what the agent says at the start of the future callback call when it connects. Example:
“Hi , this is calling you back. Is now a good time to talk?”
You can use placeholders that your system supports (like {first_name} or {company_name}) so the message feels personalized. When both fields look good, click Save in the dialog, then save the agent.

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Caller experience

A typical flow with Call Back Later looks like this:
  1. During a conversation, the caller signals they are busy or prefer to talk later (for example, “can you call me back tonight?”).
  2. The agent recognizes that a callback is appropriate and confirms:
    • It may clarify or confirm an approximate time based on your prompt.
  3. The agent says your Callback Confirmation message and ends the call.
  4. Fluents schedules a future outbound call with this agent to the same phone number.
  5. At the scheduled time:
    • The agent calls the contact back.
    • The call starts with your Callback Initial Message.
    • The conversation continues as normal.
If the contact later requests to not be called again, the DNC list will be updated and any future callbacks to that number will be blocked.

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Best practices

  • Write clear confirmation language
    Make it obvious to the caller that:
    • The current call is ending.
    • They will receive a call back later.
  • Use a friendly, contextual initial message
    In the callback message, remind the caller:
    • Who you are
    • Why you are calling back
    • That this is a return call from an earlier conversation
  • Align with campaign expectations
    If you run campaigns that rely on follow‑up calls, make sure your team understands:
    • Which agents use Call Back Later
    • Where to see scheduled calls in the Calls tab.
  • Combine with DNC handling
    If someone asks not to be called again, DNC will prevent future calls even if a callback was previously scheduled.
    Train your team to respect DNC requests across all channels.

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Where to go next