Hi Jasper,
From the screenshots, it looks like you may be mixing a few different callback/routing options together , AGENT_OWNED_CALLBACK in the API, scoredAgents, queue routing set to Preferred Agent Routing, and the callback type set to Agent First. I wonder if that combination is preventing the timeout behaviour you're expecting. Have you already tried removing AGENT_OWNED_CALLBACK and testing with scoredAgents only, so the queue's Preferred Agent Routing / timeout settings can do the work?
Hope this helps, someone else may have tested this combination more deeply.
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Phaneendra
Technical Solutions Consultant
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Original Message:
Sent: 04-01-2026 11:13
From: Jasper Donovan
Subject: Callback API for preferred agent
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?
#DataActions
#PlatformAPI
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Jasper Donovan
na
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