Scheduled Callback Management API

Overview

The Scheduled Callback Management API allows retrieving, modifying, and canceling the callbacks that are scheduled by agents when on call. This API can also be used to integrate with external and CRM services.

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Callback

Callback is a feature of an IVR system that allows a caller to choose to be called back rather than wait on hold in the phone queue.

Business Context

What Can You Achieve with the Scheduled Callback Management API?

You can import and manage callbacks in your own system using Scheduled Callbacks Management API.

Business Problems the Scheduled Callback Management API Solves

You can have visibility of your scheduled callbacks and perform necessary management work in your system.

What the Scheduled Callback Management API doesn't Support

At the moment, it’s not possible to create a callback outside a call. The callback creation needs to be done by an agent on a call through the UI.

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Use Case

Use Case 1
As a real life example, consider the scenario where an agent wants to have visibility of their upcoming callbacks. It's possible to use the Scheduled Callback Management API to search for callbacks assigned to the agent.

Use Case 2
As a real life example, consider the scenario where a campaign manager wants to reassign a callback to a different agent because the agent who owned this callback needs to take a leave. It's possible to use the Scheduled Callback Management API to reassign other agent(s) for the callback.

Use Case 3
As a real life example, consider the scenario where a customer’s issue is resolved, and so the respective and booked callback is not required anymore. It's possible to use the Scheduled Callback Management API to cancel that callback.

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Access and Registration

Authentication

Usage

• Query callback list and count callback.

• Update a callback.

• Cancel a callback.

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Supported Regions and Base URLs

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API Availability

The Scheduled Callback Management API is only available for customers enrolled in Talkdesk's Early Access (EA) program. To enter the EA program, contact a Customer Success Manager.

The Scheduled Callback Management API has been in EA since March 2023.

Troubleshooting

If you have questions or technical issues, please open a ticket using this form.