Schedule a callback in a Call Center campaign

Did a contact ask you to call at a later time? Schedule a callback and CallHub calls them back automatically at the time they chose. This article is for campaign managers (who enable the option) and agents (who schedule the callback during a live call).

Why use this

Calling contacts back at a time they pick means you reach them when they are actually free to talk. That increases your campaign's reach and turns rushed "call me later" moments into real conversations. The system handles the dialing for you: at the scheduled time it places the call and connects the contact to an agent, so no callback slips through the cracks. You can also track every scheduled callback from the admin console and follow up on any that were missed.

Before you start

• You need campaign manager access to enable the Callback disposition and to view callback reports.
• Agents need to be logged in to the agent console on an active Call Center campaign.
• Enabling the disposition takes about a minute. Scheduling a callback during a call takes a few seconds.

⚠ Callbacks can only be scheduled within the campaign's active schedule, and never for a past time. Why: the system only places calls while the campaign is running, so a callback outside those hours will not go out.

Step 1: Enable the Callback disposition (campaign manager)

1. In your Call Center campaign's script setup, open the Call disposition block.
2. Enable the Callback disposition.

This adds the Callback option to the agent console, so agents can schedule callbacks during live calls.

Step 2: Schedule the callback during a call (agent)

1. During the conversation, when the contact asks to be called back, select Callback in the survey.
2. In the callback widget that opens, choose a date.
3. Select a time. Pick At for an exact time, or Between to set a time frame.
4. Select the timezone, based on the contact's preference.

5. Save the callback and finish the call as usual.

   

At the scheduled time, the system automatically places the call and connects the contact with an agent.

⚠ If the campaign has already finished dialing (all numbers have been called), the agent must rejoin the campaign at least 2 minutes before the scheduled callback. Why: if no agent has rejoined, the system will not place the call.

Track scheduled callbacks

On the admin console, open the campaign's Overview page to see three callback counts.

1. Scheduled: number of callbacks scheduled in the current campaign.
2. Attempted: scheduled callbacks the system attempted from the current campaign.
3. Unattempted: scheduled callbacks that were not attempted.

ⓘ A callback is marked unattempted if no agent is available at the scheduled time, or if the campaign is not active (its state is set to STOP or PAUSE) when the call is due.

Report on callbacks, export, and reschedule

1. In the campaign, open the Result tab and select Callbacks.
2. Narrow the list with the available filters, then click Filter Results.
3. To keep records, click Export Results.
4. To reuse these contacts in future campaigns, click Create Contact list from the filtered results.

5. To reschedule a callback, click the Callback Status and pick a new time. 

   

Notes & limits

⚠ Callbacks only fire while the campaign is active. A callback that comes due while the campaign is in STOP or PAUSE, or when no agent is available, is marked unattempted.

✓ If the campaign has finished dialing all its numbers, have an agent rejoin at least 2 minutes before a scheduled callback so the system can place the call.

FAQs

Why wasn't my scheduled callback attempted? Either no agent was available at the scheduled time, or the campaign was in STOP or PAUSE when the call was due. Restart the campaign and make sure an agent is connected.

Can an agent schedule a callback outside the campaign's calling hours? No. Callbacks must fall within the campaign's active schedule, and they cannot be set for a past time.

Does the contact get called by the same agent? The system places the call at the scheduled time and connects the contact to an agent who is connected to the campaign at that moment.

Can I change the time of a callback after it's scheduled? Yes. In the campaign's Result tab, under Callbacks, click the Callback Status for that contact and reschedule it.