Talkdesk Scheduled Callbacks™ allows agents to check availability, select the customer’s preferred phone number and time zone, choose an assignment strategy, and lock in a callback. All within a single, streamlined experience.
[Preview] April 27, 2026
Note: This feature is available in Preview for select customers.
On Monday, April 27, 2026, we will release the preview feature for Talkdesk Scheduled Callbacks™:
New:
- Callback Scheduling API: The callback scheduling API allows you to create a callback automatically from a website, bot, automation flow, or other external system. This lets you capture a customer’s preferred callback time and route it into Talkdesk without requiring an agent on an active call to schedule it manually.
Note: The callback scheduling API is a preview feature for Talkdesk Scheduled Callbacks. Please contact your Talkdesk representative for help with the preview enablement.
For more information, please consult our Scheduled Callbacks and API documentation.
April 1, 2026- Talkdesk Dialer/Scheduled Callbacks
On Wednesday, April 1st, 2026, we will release the following enhancement for Talkdesk Scheduled Callbacks™:
Enhancement:
- Preview Dialer Calls and Scheduled Callbacks added to Activities: Preview Dialer calls and Scheduled Callbacks are now supported in Talkdesk Activities. This enhancement provides greater visibility into agent workflows and ensures all scheduled and preview interactions are ready for assessment via Quality Management tools.
Note: To ensure optimal system performance, the Queue field within Activities will be gradually rolled out. If you require access to this field, don't hesitate to get in touch with your Talkdesk representative for more details and assistance.
January 30, 2026 - Talkdesk Scheduled Callbacks
On Friday, January 30th, 2026, we will release Talkdesk Scheduled Callbacks™.
Talkdesk Scheduled Callbacks helps contact centers reduce missed connections, improve customer experience, and increase agent efficiency by ensuring follow-ups happen at the right time, with the right agent, and with full context.
With Talkdesk Scheduled Callbacks, agents can check availability, select the customer’s preferred phone number and time zone, choose an assignment strategy, and lock in a callback—all from a single, streamlined experience.
What’s Included:
- Unified scheduling UI that supports callback scheduling in mid-call or wrap-up
- Flexible assignment options allowing callbacks scheduled to myself (only/if available), specific agent(s), specific ring group(s), or any available agent
- Automatic time zone detection with visibility into both agent and customer local time
- Callback preview experience allowing agents to connect, reschedule, or cancel at call time
- Callback Manager application to view, filter, edit, reassign, and manage all pending callbacks
- Context preservation through callback threads, showing related prior calls
- Role-based permissions for viewing and managing callbacks and configurations
- Reporting and analytics via the Scheduled Callbacks Calls Analysis dataset
- Public APIs and event triggers to support third-party integrations and automation
Availability and Installation
Talkdesk Scheduled Callbacks is automatically installed for all new customers subscribing to any base coverage that includes Voice Engagement. Existing customers, please contact your Talkdesk representative for help with the application installation.
For more information, please consult our Scheduled Callbacks documentation.