Learn how to schedule, pin, reschedule, and cancel callbacks, and when they come back to your queue.
User Level: Admin, Agent
When a contact asks you to call back later, schedule it and the AI Sales Dialer brings them back to your queue at the right time.
Scheduling a callback
After a call, choose the Reschedule disposition (or whichever disposition your campaign uses for callbacks).
The schedule modal opens. Pick a date and time (time is required).
Optionally check Keep this callback with me to pin the callback to yourself. If left unchecked, any agent on the campaign can pick it up when it's due.
Confirm.
Add a note from the disposition panel if it helps (e.g., "Call after 5pm, decision maker traveling"). The note is optional and lives on the disposition panel, not inside the reschedule dialog.
The contact leaves your current queue and reappears automatically when the scheduled time arrives.
How callbacks are prioritized
Due callbacks jump ahead of retry and fresh contacts in the queue. The dialer's priority order is:
Favorite contacts
Rescheduled contacts whose callback time has arrived
Retry contacts (already called, cooldown elapsed)
Fresh contacts (never called)
This means a callback you promised won't sit behind a long list of new numbers. If multiple callbacks come due at the same time, higher-priority ones (from tag or CRM-list ranking) are served first. Among equal priority, the earliest-scheduled callback wins.
See How contacts are prioritized for the full order.
Pinned vs. open callbacks
Pinned (Keep this callback with me). Only you see this callback in your queue when it's due. Use this when the contact asked for you specifically or when context matters. If you're not in a session and the callback goes about 30 minutes past its scheduled time, it opens up to any agent on the campaign so the contact isn't left waiting.
Open (not assigned). Any agent on the campaign can pick it up when the time arrives. Use this when it doesn't matter who calls back, just that someone does.
When a callback comes due
The callback surfaces in the agent's queue when its scheduled time arrives. There is no push notification or pop-up; the contact appears in the queue as part of the normal dialing flow and is prioritized ahead of fresh contacts.
đĄ If the assigned agent isn't in an active session when a pinned callback comes due, the contact waits for them for about 30 minutes. After that, the callback becomes available to any agent on the campaign. Open callbacks are available to everyone from the moment they're due.
Rescheduling a callback
If you need to change the time, schedule a new callback on the same contact. The new schedule replaces the previous one; no duplicate is created.
Canceling a callback
To cancel a scheduled callback, disposition the contact with a different outcome (e.g., "Not Interested" or "Do not call"). This removes the scheduled time and the contact follows the normal campaign rules for that outcome. See Dispositions and outcomes.
Good to know
The note persists. Whatever you write in the callback note is attached to the contact and visible the next time they're served, so the agent picking up the callback has context.
No callback is lost. If a callback's scheduled time passes while nobody is in a session (e.g., overnight), it surfaces as overdue at the next session start and is served immediately: for the pinned agent first, then for anyone on the campaign once the 30-minute hold has passed.
Callbacks count as an attempt. When the callback is dialed, it uses one of the campaign's configured retry attempts like any other call.
Scheduling works in both sequential and parallel mode. The callback itself is always served as a single contact, not as part of a parallel batch.
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