> ## Documentation Index
> Fetch the complete documentation index at: https://docs.fluents.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Call Back Later (Skill)

> Let agents offer a call back later and automatically schedule a follow-up outbound call.

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.

***

## Video: Call Back Later (Skill)

<iframe className="w-full aspect-video rounded-xl" src="https://www.youtube.com/embed/zzFNr_EH6Bk" title="Video: Call Back Later (Skill)" frameBorder="0" allow="accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture" allowFullScreen />

***

## 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.

***

## 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.

***

## 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.

***

## Configure Call Back Later messages

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

### 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.

### 2. Callback Initial Message

This is what the agent says **at the start of the future callback call** when
it connects.

Example:

> “Hi {first_name}, this is {company_name} 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.

***

## 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.

***

## 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.

***

## Where to go next

* Combine callbacks with **Appointment Scheduling** when a more structured
  meeting time is needed:\
  **[Appointment Scheduling (Skill)](/product/features/skills/appointment-scheduling)**.

* Learn how calls and scheduled calls appear in\
  **[Call Feature Guide](/product/features/call)** and\
  **[Call History (Core Concept)](/product/concepts/call-history)**.

* See all skills available for agents in the\
  **[Agent Feature Guide](/product/features/agent)**.