FAQs: Callbacks


Can I use preferred agent routing with scheduled callbacks?

For email and messaging interactions, and inbound callbacks, when you use preferred [More]

If a customer calls back before the agent does, will Genesys Cloud cancel the callback?

Genesys Cloud does not automatically cancel the callback. Best practice recommends not [More]

What happens if the customer does not answer the agent’s callback?

The agent must manually reschedule the callback for another time. For more [More]

Can Genesys Cloud set callable times for callbacks?

Setting callable times for callbacks only applies to campaign-related callbacks. This feature [More]

How does Genesys Cloud handle retry attempts for callbacks?

To retry a callback, the agent must manually reschedule each attempt.