Scheduled callbacks
When a caller says "I'm driving, call me tomorrow at 6", the agent can book that call and place it itself. You switch the tool on once. There is nothing to connect: no calendar, no WhatsApp, no CRM.
Turn it on
Open the agent's Tools tab, find Scheduled callbacks, and click Enable. The tool is off by default, because it makes the platform place a call on its own.
It needs one thing: a phone number to call from. The agent uses the number attached to it, or any number in your workspace. If the workspace has no number, the agent is not given the tool, so it never promises a call that cannot happen. Add a number under Numbers.
What happens on a call
- The caller asks to be called back, or is busy.
- The agent asks for a day and time, reads it back, and saves the callback. It says the call is booked only after the save succeeds.
- At that time the platform places the call from your number. The agent opens by reminding the caller why it is calling, and it has the notes from the first call (name, budget, what they asked about), so it does not start over.
On a phone call the callback goes to the caller's own number, whether they called you or you called them. On a web call there is no caller number, so the agent asks for one and reads it back before saving.
Rules the platform enforces
| Rule | Value |
|---|---|
| Numbers | Indian mobile numbers only (+91, then 10 digits starting 6 to 9) |
| Calling hours | 9 am to 9 pm India time (IST) |
| Earliest and latest | At least 10 minutes from now, at most 14 days ahead |
| Open callbacks | One per number in your workspace at a time |
| Do-not-call | Checked when the callback is saved and again just before dialing. If the list cannot be checked, the call is held back, not placed |
| Outside the window at dial time | Moved to 10 am IST the next time the window opens |
| No answer or busy | One retry 30 minutes later, then the callback is marked failed |
The call runs the same checks as any outbound call: your credit balance, workspace quotas, the platform kill switch that pauses outbound calling, and whether the agent is published. Calls are billed like any other call from that agent.
Indian carriers can label or block calls that show a foreign number. If you can, attach an Indian number to the agent.
See and cancel callbacks
In Studio, open Calls and choose the Scheduled callbacks tab. On an agent's own Calls tab it shows only that agent's callbacks. Each row shows the time in IST, the agent, the number, why the caller asked, and a status:
| Status | Meaning |
|---|---|
| Scheduled | Waiting for its time |
| Calling now | The platform is placing the call |
| Call placed | The call was placed. Open it from the row |
| Retry scheduled | No answer or busy once; trying again in 30 minutes |
| Done | The caller picked up |
| Cancelled | You cancelled it, or the number was on your do-not-call list |
| Failed | It did not go out. The row says why, for example no phone number to call from |
You can cancel a callback while it is Scheduled or Retry scheduled. Once the platform starts placing the call it can no longer be cancelled. The same two actions are available through the API.
What it does not do
- It does not write to your calendar. A callback is a call the platform places, not an event. To book site visits or meetings, use the calendar tools.
- It does not call numbers outside India.
- It does not tell a person on your team to call. Only the agent calls back, at the time the caller chose.