Set it up
On the agent’s Basic Information tab, click Call Back Later under Choose Skills. The dialog sets the two messages the agent uses, and both are required.
The callback message can use context values, so the default suggestion is along the
lines of
Hi {first_name}, this is {company_name} calling you back. Is now a good time to talk?
Everything below is built in and needs no configuration.
What the agent does
It listens for signals that now is a bad time, such as “I cannot talk right now”, “I am in a meeting” or “call me later”. It reassures the person, then asks when they would prefer to be called. It accepts two kinds of answer. Relative. “In 45 minutes.” “In an hour.” “In two and a half hours.” It works out the exact time from the moment of the call. A clock time. “At 9.” “Tomorrow at 9:30.” “Tuesday at 2:30 Pacific.” If the day is missing it asks. If the timezone is missing it asks, and it accepts everyday names like Pacific, Central or East Coast rather than demanding a formal one. Before scheduling anything, it repeats the time back and waits for a yes.The vague answers people actually give
Callers rarely give a clean time. The agent maps the common vague answers to real ones and then confirms, rather than guessing silently.
If the time they name has already passed today, the agent asks whether they meant
tomorrow.
It will not book you an unsociable call
This is the part worth knowing before you turn the skill on. The agent avoids scheduling callbacks between 10:00 PM and 8:00 AM in the person’s local time. If an answer lands in that window without them clearly asking for it, the agent treats it as a misunderstanding and re-asks using the daytime reading instead. Someone who says “three” gets read as 3:00 PM, not 3:00 AM, and the agent confirms it. For “ten” or “eleven” it simply asks which one you meant. It will only book an overnight callback if the person explicitly asks for one.Where the callback goes
The agreed callback is scheduled as an outbound call from the same agent. It shows up under Scheduled on the Calls page, where you can check it or cancel it before it runs.Where to go next
- See and manage what is queued: Calls
- Hand off to a person instead of rescheduling: Call Routing
- Get past the screener first: Call Screen Handling