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About the Resource Center

Schedule a callback in a script (agents)

Contacts commonly request agents to call them back at a time when they are not busy. If a script designer has placed a Schedule Callback component in a script, the agent can schedule the callback directly from the script.

To schedule a callback from a script:

  1. Click the Date Input icon.
  2. Select the month, year, and day of the callback.
    Note: An agent can schedule a callback up to 30 days in advance.
  3. Select the Time field.
  4. Type in the hour and minute of the callback. 
  5.  Use the arrows to select AM or PM, or type A for AM or P for PM. 
  6. Select the time zone field.

  7. Begin typing a time zone name and select the appropriate time zone for the contact from the list. Each time zone gets its name from a continent or ocean and then the largest city in the region, for example, America/New_York or Europe/Paris.

  8. If the script has a button or link, such as Submit, click it to submit the callback. If not, the script designer could have created a feature to save the callback as the agent selects the date, time, and time zone. 
    If you are unsure how to submit a scheduled callback, ask your manager or supervisor for help. 
Note: A user with the Genesys Cloud Supervisor default role can cancel a scheduled callback.