Scheduled callback

A scheduled callback is how an agent says "call this person back later." When a lead asks you to ring them tomorrow at 2pm, the agent picks a callback Disposition and the system stores the date, time, and an optional note. At that moment the dialer brings the lead back so someone can reconnect.

Two kinds of callback

• Agent-only (USERONLY): the callback is reserved for the same agent who booked it, so the relationship stays with one person.
• Anyone (ANYONE): the callback drops back into the regular Lead flow and the next free agent takes it.

When the time arrives, due callbacks surface through the Callback queue and feed into the Hopper so the campaign can dial them. Agent-only callbacks tend to wait quietly until that agent logs in and checks their list, while "anyone" callbacks are treated more like fresh leads.

Scheduling usually happens right after a call, during Wrap-up, so the agent can note exactly what was promised. A good Agent script reminds people to confirm the time and zone out loud, because a callback at the wrong hour feels worse than no callback at all. Treat scheduled callbacks as commitments, not reminders: they are the appointments your team has already earned, and missing them burns trust you cannot easily rebuild.