---
schema_version: "1"
id: 03bd9b5d067f2bd5526caf89f08c3c0a7fb5a8adf5228c104d816c55b3d309e5
title: Deliver Better Service with Flexible Scheduled Callbacks
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_voice_scheduled_callbacks.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_voice_scheduled_callbacks.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 7d57fc7bc612e0053dba3ad09d771494e035f32d998a83a645f190243894cc64
description: 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.
products:
  - Cross Cloud
release: "262"
---
# Deliver Better Service with Flexible Scheduled Callbacks

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.

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

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

For Salesforce Voice with Amazon Connect and Salesforce Voice with Partner Telephony from Amazon Connect, scheduled callbacks are available with Omni-Channel Unified Routing only. [View supported editions for Salesforce Voice](https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&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)
- [Preview Callback Request Before Dialing](https://help.salesforce.com/s/articleView?id=release-notes.rn_preview_callback_req.htm&release=262.0.0&type=5 "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.")
- [Schedule Work Items to Route at a Specific Date and Time](https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_schedule_work.htm&release=262.0.0&type=5 "You can now set a specific date and time for work items to to be routed in the future instead of adding them immediately to the routing backlog. This change helps your teams manage callbacks and follow-ups by matching work with available reps only when the scheduled time passes. Supervisors can also track these scheduled items directly within the Command Center for Service backlog.")