---
schema_version: "1"
id: 1904a951fb31d3e764540acb160b1c2526e94fd3ee7064fce505fb941311152e
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/voice_return_callbacks.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.voice_return_callbacks.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cb44addca88a794b687b7e6a4ba18b2e0315d14f3dfb73cd95dae6c5649186d9
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. Depending on your Voice setup, use queued callbacks or scheduled callbacks to initiate callbacks and resolve customer concerns.
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. Depending on your Voice setup, use queued callbacks or scheduled callbacks to initiate callbacks and resolve customer concerns.

### Required Editions

This article applies to:

- Salesforce Voice with Amazon Connect
- Salesforce Voice with Partner Telephony
- Salesforce Voice with Partner Telephony from Amazon Connect

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></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="d90909e75">User Permissions
              Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d90909e75 ">To make calls:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d90909e75 ">Salesforce Voice Contact Center Rep permission set</td>

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

The callback experience differs according to your telephony provider and the setup for your organization. Confirm your setup with your Salesforce administrator.

Accept a callback request in the Omni-Channel utility. Some callback requests come in the form of a contact request. What happens next differs depending on how your Salesforce admin set up the feature.

- Omni-Channel dials the customer’s preferred phone number automatically. The call is immediately active.
- You have an opportunity to preview the customer’s concerns before speaking with them. Then, to call the customer back, select the default preferred phone number on the contact request.

If the customer rejects or ignores your callback, your capacity becomes available and you’re free to move on to your next work item.

#### See Also

- [_Salesforce Voice with Telephony Providers Implementation Guide_: Enable the Option to Request a Callback](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_queued_callback.htm)
- [_Salesforce Voice with Partner Telephony Developer Guide_: Queued Callbacks](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_advanced_queued_callbacks.htm)
- [_Salesforce Voice with Partner Telephony Developer Guide_: Let Agents Control the Callback Experience](https://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_click_to_dial_callbacks.htm)
- [Configure Callbacks for Omni-Channel Unified Routing](https://help.salesforce.com/s/articleView?id=service.voice_omni_unified_routing_callback.htm&release=264.0.0&type=5 "Don’t make your customers wait on hold. Give them an option to request a callback from a rep. Salesforce uses contact requests to store callback information for voice calls that are routed with Omni-Channel Unified Routing.")