This article explains how Talkdesk Scheduled Callbacks work with Talkdesk Dialer, including specific rules about assignment behavior, retry strategy, and key limitations.
Overview
Talkdesk Scheduled Callbacks can be used with Talkdesk Dialer campaigns to ensure contact centers never miss a follow-up call and customers are contacted at a preferred time while maintaining campaign compliance.
When used with Dialer, callbacks are campaign-aware and follow Dialer-specific rules for assignment, retries, and availability.
Creating a Scheduled Callback from Dialer
A scheduled callback can be created from Talkdesk Dialer preview or predictive campaigns. In order to do so, the call must be connected.
All callbacks generated through Dialer calls, including those scheduled from existing Dialer callbacks, are always associated with the originating campaign and its configuration.
Key Behaviors:
- Callbacks can only be executed within campaign calling hours.
- The Dialer callback number is subject to the campaign Do Not Call List (DNCL).
- Only one active callback is allowed per campaign per record.
Under edge case, if a previously-scheduled Dialer callback conflicts with a subsequent campaign configuration change, the system will manage the callback as follows:
- Campaign Calling Hours Conflict: The callback will be executed during the next available campaign calling hour window.
- DNCL (Do Not Call List) Conflict: The callback will be deleted and will not be launched.
Notes:
- Dialer callbacks will only launch if their associated campaign is in a running state.
- Disassociating a record list from a campaign will not prevent prior scheduled Dialer callbacks from launching.
- Deleting campaigns or records will prevent their associated Dialer callbacks from launching.
Assignment Behavior for Dialer Callbacks
Agents eligible for Dialer callback assignment must be associated with the corresponding campaign. This requirement applies to all assignment options, specifically:
- Myself (if available): At the scheduled time, the system first checks the availability of the agent who scheduled the Dialer callback. If that agent is not available, the system falls back to any available agent in the same campaign.
- Any available agent: At the scheduled time, the system immediately looks for any available agent in the same campaign.
If no eligible agent is available at the scheduled time, the system will follow the assignment behavior and route the callback as soon as an agent that meets the assignment rules becomes available.
Note: Dialer Callbacks cannot be assigned to ring group(s) or a specific team.
Retry Strategy for Dialer Callbacks
Dialer callbacks follow the campaign retry strategy. This includes:
- Retry intervals.
- Maximum retry attempts.
- Retry strategy based on system disposition (e.g., no answer, busy, invalid number).
Supervisors should ensure the campaign retry configuration aligns with callback expectations.
Reporting and Analytics
In addition to the Scheduled Callbacks Calls Analysis dataset, the pending Dialer callbacks can be found in the Outbound Dialer Campaign Records dataset, which provides record-level visibility into upcoming scheduled callbacks directly within the context of the original campaign record. Two fields are available to help supervisors plan workload and staffing:
- Pending Callback Date: Displays the next scheduled callback time for the record. This represents the current active scheduled callback that is expected to be attempted next.
- Pending Callback Assignee: Indicates who the callback is assigned to, based on the callback’s assignment configuration. This may be the name of a specific agent or multiple agents, or a generic value such as Any available agent.
These fields are automatically kept up to date as callbacks are created, retried, rescheduled, or completed. When a callback reaches a final state and no further callback is scheduled, both fields are cleared.