> ## Documentation Index
> Fetch the complete documentation index at: https://docs.get2dial.com/llms.txt
> Use this file to discover all available pages before exploring further.

# How callbacks work

> How Get2Dial holds a promised callback for the agent who scheduled it, and when it opens up to any agent instead.

When an agent promises to call a lead back at a specific time, Get2Dial tries to route that
call to the same agent when it comes due — not just back into the general dial queue.

## How it works

An agent sets this up by [setting a disposition](/agent/set-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](/agent/callbacks-and-scheduled-calls).

## 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

<Note>
  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](/outbound/dispositions/create-dispositions).
</Note>

## Limits and constraints

The 15-minute grace period isn't configurable. Agent affinity is a preference the pacer honors
while it holds, not a guarantee for the life of the lead — a promising agent who's out
indefinitely doesn't block the lead forever.

## Next steps

<CardGroup cols={2}>
  <Card title="Set a disposition" href="/agent/set-a-disposition" />

  <Card title="View your scheduled callbacks" href="/agent/callbacks-and-scheduled-calls" />
</CardGroup>