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I've been experimenting with the POST /api/v2/conversations/callbacks REST API to create a preferred‑agent / agent‑owned callback.

Scenario:
After an outbound call attempt, we send a post‑call SMS informing the end user that we tried to contact them. The SMS instructs them to reply with CALLBACK, which then creates a callback in the original queue.

This flow works perfectly when using a standard queue callback.

What we're trying to improve is the routing logic:

• The callback should be assigned to the original agent who made the outbound call.
• If that agent is not available (not in queue, logged out, etc.), the callback should time out and be reassigned to the next available agent in the queue.

At the moment, the callback works if the preferred agent is in queue, but I can't get it to fall back to another agent after a timeout. I've tried multiple combinations using agentOwnedCallback, scoredAgents, and preferred‑agent settings, but without success.

Below is a screenshot from my latest test.

Has anyone implemented this successfully, or can point me in the right direction on how to make the fallback to the queue work?

I've been experimenting with the POST /api/v2/conversations/callbacks REST API to create a preferred‑agent / agent‑owned callback.

Scenario:
After an outbound call attempt, we send a post‑call SMS informing the end user that we tried to contact them. The SMS instructs them to reply with CALLBACK, which then creates a callback in the original queue.

This flow works perfectly when using a standard queue callback.

What we're trying to improve is the routing logic:

• The callback should be assigned to the original agent who made the outbound call.
• If that agent is not available (not in queue, logged out, etc.), the callback should time out and be reassigned to the next available agent in the queue.

At the moment, the callback works if the preferred agent is in queue, but I can't get it to fall back to another agent after a timeout. I've tried multiple combinations using agentOwnedCallback, scoredAgents, and preferred‑agent settings, but without success.

Below is a screenshot from my latest test.

Has anyone implemented this successfully, or can point me in the right direction on how to make the fallback to the queue work?

I've been experimenting with the POST /api/v2/conversations/callbacks REST API to create a preferred‑agent / agent‑owned callback.

Scenario:
After an outbound call attempt, we send a post‑call SMS informing the end user that we tried to contact them. The SMS instructs them to reply with CALLBACK, which then creates a callback in the original queue.

This flow works perfectly when using a standard queue callback.

What we're trying to improve is the routing logic:

• The callback should be assigned to the original agent who made the outbound call.
• If that agent is not available (not in queue, logged out, etc.), the callback should time out and be reassigned to the next available agent in the queue.

At the moment, the callback works if the preferred agent is in queue, but I can't get it to fall back to another agent after a timeout. I've tried multiple combinations using agentOwnedCallback, scoredAgents, and preferred‑agent settings, but without success.

Below is a screenshot from my latest test.

Has anyone implemented this successfully, or can point me in the right direction on how to make the fallback to the queue work?

I've been experimenting with the POST /api/v2/conversations/callbacks REST API to create a preferred‑agent / agent‑owned callback.

Scenario:
After an outbound call attempt, we send a post‑call SMS informing the end user that we tried to contact them. The SMS instructs them to reply with CALLBACK, which then creates a callback in the original queue.

This flow works perfectly when using a standard queue callback.

What we're trying to improve is the routing logic:

• The callback should be assigned to the original agent who made the outbound call.
• If that agent is not available (not in queue, logged out, etc.), the callback should time out and be reassigned to the next available agent in the queue.

At the moment, the callback works if the preferred agent is in queue, but I can't get it to fall back to another agent after a timeout. I've tried multiple combinations using agentOwnedCallback, scoredAgents, and preferred‑agent settings, but without success.

Below is a screenshot from my latest test.

Has anyone implemented this successfully, or can point me in the right direction on how to make the fallback to the queue work?

I've been experimenting with the POST /api/v2/conversations/callbacks REST API to create a preferred‑agent / agent‑owned callback.

Scenario:
After an outbound call attempt, we send a post‑call SMS informing the end user that we tried to contact them. The SMS instructs them to reply with CALLBACK, which then creates a callback in the original queue.

This flow works perfectly when using a standard queue callback.

What we're trying to improve is the routing logic:

• The callback should be assigned to the original agent who made the outbound call.
• If that agent is not available (not in queue, logged out, etc.), the callback should time out and be reassigned to the next available agent in the queue.

At the moment, the callback works if the preferred agent is in queue, but I can't get it to fall back to another agent after a timeout. I've tried multiple combinations using agentOwnedCallback, scoredAgents, and preferred‑agent settings, but without success.

Below is a screenshot from my latest test.

Has anyone implemented this successfully, or can point me in the right direction on how to make the fallback to the queue work?