---
schema_version: "1"
id: af5876f6e4ddf261de56e8fc3e8300ed47aef9f539638a9835096f7a89d49085
title: Schedule and Automate Customer Callbacks
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_afcc_sv_schedule_and_automate_customer_callbacks.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_schedule_and_automate_customer_callbacks.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 107beb6179a2721ce89986070a2d18fc8ddb8534696c20013408d8b747963a2f
description: 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.
products:
  - Cross Cloud
release: "264"
---
# Schedule and Automate Customer Callbacks

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](https://help.salesforce.com/s/articleView?id=service.voice_telephony_models.htm&language=en_US).

- Salesforce Voice (Native Telephony)

**Who:** To configure a Scheduled Callback flow, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set.