I completely agree with your concerns about data table limitations! You're absolutely right that they're not ideal for high-volume, highly dynamic scenarios.
I should have clarified - Option 1 really depends on the use case and call volume. For organizations with lower call volumes or specific queues where disconnects under 30 seconds are relatively rare, a data table can be a quick, simple solution that doesn't require as much API overhead.
That said, your point about data tables being better suited for static/semi-static data is spot on. For higher volume contact centers or where this could become a frequent occurrence, Option 2 with the API check is definitely the more scalable and sustainable approach.
Original Message:
Sent: 04-07-2026 09:40
From: Kaio Oliveira
Subject: Create a auto callback to the numbers which are caller disconnected in inbound call flow
Option 2, yes.
Option 1, no.
Using a data table in this scenario, where he would have to populate it with each connection and remove records later. Keep in mind that the data table has limitations, on the number of records and the usage per second/minute. (10-20 thousand is not a high number).
IN MY OPINION, the use of a data table is for something static, which can be changed IF NECESSARY, not for something dynamic.
But that's just my opinion haha
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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: 04-07-2026 08:16
From: Josh Coyle
Subject: Create a auto callback to the numbers which are caller disconnected in inbound call flow
Hi Tibin,
There a couple of ways you could handle this:
Option 1: Use a Data Table Set up a data table with the phone number as the key. Before creating a callback, just check if that number is already in the table. If it's not there, create the callback and add it. Simple and straightforward.
Option 2: Check via API Use a Data Action to query existing callbacks (GET /api/v2/conversations/callbacks) and see if that number already has one scheduled. If not, go ahead and create it.
You would need to determine what counts as a duplicate:
- same ANI only
- same ANI + queue
- same ANI within a defined time period
Either way, you're basically adding extra step(s) to your workflow:
Disconnect > Check time (<30 sec) > Check for duplicate > Create callback if clear
Just a heads up - there's no built-in duplicate prevention for this, so you'll need to build the logic yourself. Both options work well though!
Hope this helps!
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Josh Coyle
Senior Professional Services Consultant
Original Message:
Sent: 04-07-2026 07:53
From: Tibin Thomas
Subject: Create a auto callback to the numbers which are caller disconnected in inbound call flow
Thanks Phaneendra, I will try this and update the result here.
What is the recommended approach for handling scenarios where a caller makes multiple attempts and disconnects each time? In such cases, only a single callback request should be recorded.
Best Regards,
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Tibin Thomas
Original Message:
Sent: 04-07-2026 07:33
From: Phaneendra Avatapalli
Subject: Create a auto callback to the numbers which are caller disconnected in inbound call flow
Hi Tibin,
If the goal is to create a callback after the customer disconnects, the approach would usually be to handle it outside the inbound flow itself.
I would look at using:
- a Trigger
- then an Architect Workflow
- then a Data Action / API to create the callback
This thread below points in that direction as well:
https://community.genesys.com/discussion/automatic-callback-when-call-is-abandoned#bm121cc284-fa69-4bee-a88d-d500d490698c
For your specific case, the extra part would be checking the conversation duration in the workflow and only creating the callback if it is less than 30 seconds.
So from my understanding, the pattern would be:
customer disconnect event → workflow checks conversation time → if under 30 seconds, create callback
Hope this helps.
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Phaneendra
Technical Solutions Consultant
Original Message:
Sent: 04-07-2026 07:07
From: Tibin Thomas
Subject: Create a auto callback to the numbers which are caller disconnected in inbound call flow
Hello
How to create a auto callback to the numbers which are customer disconnected in inbound call flow with less than 30sec conversation time?
Best Regards,
Tibin Thomas
#API/Integrations
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Tibin Thomas
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