How it works
An agent sets this up by setting a disposition of Callback and choosing a date and time. That records the lead’s callback time and marks the agent who promised it. From then on:- Get2Dial holds the lead back from dialing until the callback time arrives.
- When it’s due, the campaign’s pacer prefers the promising agent — the call only goes out when the campaign would normally dial and that agent is available.
- If the promising agent hasn’t come available within 15 minutes of the due time, the hold releases and any available agent can take the call instead. A promise delays a callback; it never strands it.
- The promising agent sees it ahead of time on their workspace — see View your scheduled callbacks.
When to use it
Use the built-in Callback disposition whenever an agent commits to a specific time to call a lead back, rather than a general “try again later” retry.What it affects
Only the built-in disposition code
callback triggers this — the date-and-time picker, the
hold, and the agent affinity all key off that exact code. A disposition you create with a
different code, even one meant to work the same way, won’t set a callback time or reserve
the lead for anyone. See Create dispositions.