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Can anyone guide me through steps to create a callback option when a Call is abandoned 

Hi Mohamed,

If the goal is to create a callback after the caller has already abandoned in queue, I would look at handling it outside the In-Queue Flow.

There is an older community thread here that may help:

How to capture Abandon Calls when call is in queue

https://community.genesys.com/discussion/how-to-capture-abandon-calls-when-call-is-in-queue

In that thread, the suggestion was to use an event trigger such as:

• customer.end if you want to react when the customer disconnects, or
• acd.end filtered with acdOutcome == "ABANDON" if you specifically want queue abandons. Anton Vroon also called out that acd.end is the cleaner option for this use case, and noted that Workflow does not have a native create callback action, so you would need to create it via a Data Action / API.  

So the overall pattern would be:

Trigger → Workflow → Data Action/API to create the callback

Hope this helps.

Can anyone guide me through steps to create a callback option when a Call is abandoned 

Thanks dear for your support i will start to implement that and i will let you know if i face any issue and appreciate to help then 

thanks alot

Hi Mohamed,

If the goal is to create a callback after the caller has already abandoned in queue, I would look at handling it outside the In-Queue Flow.

There is an older community thread here that may help:

How to capture Abandon Calls when call is in queue

https://community.genesys.com/discussion/how-to-capture-abandon-calls-when-call-is-in-queue

In that thread, the suggestion was to use an event trigger such as:

• customer.end if you want to react when the customer disconnects, or
• acd.end filtered with acdOutcome == "ABANDON" if you specifically want queue abandons. Anton Vroon also called out that acd.end is the cleaner option for this use case, and noted that Workflow does not have a native create callback action, so you would need to create it via a Data Action / API.  

So the overall pattern would be:

Trigger → Workflow → Data Action/API to create the callback

Hope this helps.

Can anyone guide me through steps to create a callback option when a Call is abandoned 

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: I'm having trouble uploading the files; it's sending the message "×It must be a compatible file. Upload was not possible."

Sendme your email, please.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
------------------------------

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: I'm having trouble uploading the files; it's sending the message "×It must be a compatible file. Upload was not possible."

Sendme your email, please.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

Thanks you bro for this help

Could you please send me a screenshot?

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------

1 - Import the data actions and publish: 

The integration use the Genesys Data Actions 

2 - Create a Workflow: 

3 - Import workflow: 

4 - Use the data actions in the workflow:

Remember that you need to adjust the customer number variable according to your local numbering system.

and publish

5 - Created Trgger and user the workflow. 

Thanks you bro for this help

Could you please send me a screenshot?

Thanks for your update appreciated 

If it possible can you show me the workflow design and how to integrate API with workflow 

hi Mohamed

You need one workflow and one Trigger. 

I attch a simple Workflow and the data action ro reveved participantId (external): and created call back

Edit: The file is in the comment below.

Trigger

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.

Original Message:
Sent: 04-02-2026 18:58
From: Mohamed Hassan Mohamed
Subject: Automatic callback when call is abandoned

Can anyone guide me through steps to create a callback option when a Call is abandoned 

#Architect
#Archy
#CXasCode
#DataActions
#EmbeddableFramework
#Integrations
#MobileMessenger
#PlatformAPI
#PlatformCLI
#PlatformSDK
#Scripts
#Triggers
#Uncategorized
#WebMessaging

------------------------------
Mohamed Hassan Mohamed
------------------------------