What the My Callbacks Checkbox Default setting does

When an Agent dispositions a call as CALLBK and picks a date and time, there is a small box on the scheduled callback panel labelled My Callback. Tick it and the Scheduled callback is reserved for that agent only. Leave it unticked and the callback goes back into the pool for anyone to dial. The My Callbacks Checkbox Default campaign setting decides whether that box starts ticked or empty for every callback an agent sets.

What the two values do

This is a Campaign-level setting with two choices:

• UNCHECKED — the box starts empty. The agent has to deliberately tick it to keep a callback for themselves. This is the default.
• CHECKED — the box starts ticked for every call. Unless the agent un-ticks it, the callback becomes a USERONLY callback reserved for them.

That is the whole behaviour. It only sets the starting state of one checkbox; the agent can still flip it on any individual call. It does not change how the Disposition is recorded or how the Lead is re-activated.

Why the default matters

The starting state quietly steers how your callbacks get distributed. With UNCHECKED, agents who forget the box leave callbacks open to the whole pool, so the next available agent on the Campaign picks them up. With CHECKED, the same forgetfulness reserves the callback for the agent who set it, which means it waits for that specific person to be logged in.

flowchart TD
  A[Agent dispositions call as CALLBK] --> B{My Callback box ticked}
  B -->|Yes| C[USERONLY callback]
  B -->|No| D[ANYONE callback]
  C --> E[Only this agent can dial it]
  D --> F[Goes back to the pool]
  E --> G[Setting decides starting tick]
  F --> G

If most of your callbacks should belong to the agent who promised them — a sales rep building rapport, say — setting CHECKED removes a step and cuts down on accidental open callbacks. If your team works callbacks as a shared queue, leave it UNCHECKED so the box only gets ticked on purpose.

A second-order effect is worth calling out. When a callback is left open to the pool, it becomes an ANYONE callback and flows back through the Hopper like a normal Lead when its time arrives. A USERONLY callback never touches the hopper — it waits in the Callback queue for one specific person. So the starting tick on this box quietly decides which of those two paths most of your callbacks take. Multiply that across a busy shift and the default is shaping your whole callback distribution, not just one checkbox.

Where it fits in the bigger picture

This setting is one knob in a larger group of callback options. The split it controls — reserved-for-me versus open-to-anyone — is the most important distinction in the whole feature, covered in ANYONE vs USERONLY callbacks. If you want a closer look at the checkbox itself rather than its default, see the My Callback checkbox explained. For the full picture of how callbacks work end to end, start with the scheduled callbacks overview.

One practical tip: changing this default does not touch callbacks that already exist. It only affects the starting state of new callbacks set after you change it. So if you flip a Campaign from UNCHECKED to CHECKED, your existing open callbacks stay open — only the next ones an Agent schedules inherit the new behaviour. Treat it as a forward-looking policy, not a bulk re-assignment.

Pick the default that matches your workflow

There is no universally correct value — it depends on whether your callbacks are personal commitments or shared work. If your agents own their relationships and customers expect the same voice to call back, CHECKED removes a step and prevents accidental open callbacks. If you run callbacks as a shared queue that any agent can clear, leave it UNCHECKED so the box only gets ticked on purpose. Set it once per Campaign and your agents inherit the right starting state without thinking about it.

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