In Architect, you can build a Create Callback action into an inbound, in-queue, or outbound call. Use this action to, for example, reduce the customer’s in-queue wait time or provide an option for an agent to get back to a customer with information. The Create Callback action directs Architect to examine ANI data about the call at runtime to capture the caller’s telephone number. A new callback request object is placed on the queue specified in the form.

The callback occurs when an agent picks up the callback from the queue. Callbacks are automatically placed on behalf of the queue, and use the queue’s ANI, not the agent’s ANI. Architect currently does not allow callers to schedule callbacks to occur at a specific date or time.

  • Before you can select a script in a Create Callback action, the script must have the Callback property enabled. For more information, see Manage script properties.
  • You cannot specify the caller ID and name with this action. If you want to use the caller ID, caller name, or both, use a Call Data action instead.

When you configure a callback action, set up callback number options, select the queue to which the callback request is assigned, and define callback script configuration.

This action is available in the Flow category of the task editor’s Toolbox.

Name Description
Name field

Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the flow structure.

Callee Name

(Optional) The name used on the callback. Typically, this name is a string expression derived from a data action data dip (for example, Flow.ContactFirstName) that lets the agent know who requested the callback. You can also add a non-specific name that categorizes the caller into a specific group (for example, Gold Level Customer).

You are unlikely to include literal expressions in this field, except for testing the callback action for runtime results.

Callback Number

The string expression that specifies the caller’s telephone number for callback purposes. For example, ToPhoneNumber(Call.Ani). This field is required and cannot be blank.

Note: Best practice recommends pairing this action with an audio sequence and a collect input data action that gives the caller the option of providing another number. For more information, see Callback phone number creation tips.

Select the queue on which to place the callback request. This setting is required for inbound or outbound flows. For in-queue flows, the system places the callback on the current queue.

Callback Script

Optionally select the appropriate script from this list. The script designer created and saved these scripts in Genesys Cloud scripting.


Depending on the selected script, define the variables the script displays or processes at runtime. If the script does not require defined variables, Architect displays a message indicating that the selected screen pop script has no inputs. The character limit is 100 for a single input.

Note:  Click the arrow next to Inputs to expand or collapse the list of variables.