Give customers the option to schedule a callback for a specific date and time. Automatically route scheduled callbacks to an available rep and initiate the call to the customer once the rep accepts the callback assignment. Preserve the customer's original queue position and automatically retry failed connections based on configured retry settings. Reduce abandoned calls and build customer trust with reliable, on-time callback experiences.
Where: This change is available in Salesforce orgs with this telephony model.
- Salesforce Voice (Native Telephony)
Who: To configure a Scheduled Callback flow, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set.