---
schema_version: "1"
id: 3c3b4f9b2272752a646068896f404b97b5a550b7a143b3aa5036857095db8384
title: Return a Callback Request
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/afcc_sv_return_callback.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.afcc_sv_return_callback.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 13c32713b310103c4203bf9cd3303711062c2bbb23e3dd51ca5e74061b6dc7d9
description: Return a call to a customer who requested a callback. Your customers don’t always have time to wait in a queue for a rep, so they can ask for someone to call them back. Salesforce Voice uses contact requests to store callback information for voice calls that are routed with Omni-Channel. Accept a contact request from Omni-Channel to initiate a callback by using Salesforce Voice.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Return a Callback Request

Return a call to a customer who requested a callback. Your customers don’t always have time to wait in a queue for a rep, so they can ask for someone to call them back. Salesforce Voice uses contact requests to store callback information for voice calls that are routed with Omni-Channel. Accept a contact request from Omni-Channel to initiate a callback by using Salesforce Voice.

### Required Editions

This article applies to:

Salesforce Voice (Native Telephony)

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the user interfaces, editions, and add-ons that support Voice solutions by Salesforce.">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d112000e67">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d112000e67 ">To return a callback request:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d112000e67 ">
              <p>Agentforce Contact Center Rep (Salesforce Voice) permission set </p>
              <p style="margin-bottom:0;">Learn how to view <a href="https://help.salesforce.com/s/articleView?id=platform.perm_sets_summary_page.htm&amp;language=en_US" target="_blank">permissions in this permission set</a>.</p>
            </td>

          </tr>
        </tbody>
      </table>

1. Accept a contact request in the Omni-Channel utility.
    
    Omni-Channel dials the customer’s preferred phone number automatically. The call is immediately active.
    
    If the customer rejects or ignores your callback, your capacity becomes available and you’re free to move on to your next work item. Based on the retry attempt count and delay between retry attempt values, Omni-Channel reroutes the contact request to an available rep after a delay period so that the customer receives another callback.
2. To view information about the callback request, from the outbound call, click the **Related Record** field. You can access information such as available callback attempts, delay between callbacks, and the preferred callback number.
3. To access the original inbound voice call from the contact request, click the **Voice Call ID** on the Related To field.