---
schema_version: "1"
id: c5cb45d2e2aed65d6d69e2637cfb2bd7251605ee9103c7610166ab2540fecb15
title: Preview Callback Request Before Dialing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_preview_callback_req.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_preview_callback_req.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 429b7df4058b82709880bf2d46db8fcaa3affc2339bd642f381afa2b0c9deab9
description: Reps can now preview a callback request before they place the outbound call. When a callback request is routed to reps, they can review the contact details first and then initiate the call by using Click-to-Dial, or transfer the call to a different rep. This feature gives reps time and context before connecting with the customer.
products:
  - Cross Cloud
release: "262"
---
# Preview Callback Request Before Dialing

Reps can now preview a callback request before they place the outbound call. When a callback request is routed to reps, they can review the contact details first and then initiate the call by using Click-to-Dial, or transfer the call to a different rep. This feature gives reps time and context before connecting with the customer.

**Where:** This change is available in Salesforce orgs with these [telephony models](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&type=5&language=en_US).

- Salesforce Voice (Native Telephony)
- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

[View supported editions for Salesforce Voice.](https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&type=5&language=en_US)

#### See Also

- [_Salesforce Help_: Configure Callbacks for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.afcc_sv_callbacks.htm&language=en_US)
- [_Salesforce Help_: Configure Callbacks for Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_callback.htm&language=en_US)
- [Deliver Better Service with Flexible Scheduled Callbacks](https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_scheduled_callbacks.htm&release=262.0.0&type=5 "Give customers more control by allowing them to request a callback at a time that works for them. Previously in Salesforce Voice (Native Telephony) and in contact centers that route calls with Omni-Channel Unified Routing, callbacks were routed based on rep availability only. Now you can define specific timing and callback behavior through your IVR configuration or custom routing logic.")