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Hi Team,

Can anyone help on this?

How to send "create callback" to agent instead of queue in Genesys cloud architect inbound call flow?
Our requirement is, if agent does not action call back within 24hrs, call back will route to the queue for next available agent in queue to pick up callback.

Regards,
Zeeshan

#Architect

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Rizvi Zeeshan Haider
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Hello,

Using the API post /api/v2/conversations/callbacks you can create an agent owned callback.

In the queue settings under the callback tab you define if callbacks can be agent owned and how long an agent can own the callback before it goes back to the queue.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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That's it!

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Bruno Novak
Support Analyst
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Original Message:
Sent: 11-28-2025 09:43
From: Jan Heinonen
Subject: How to send "create callback" to agent instead of queue in Genesys cloud architect inbound call flow

Hello,

Using the API post /api/v2/conversations/callbacks you can create an agent owned callback.

In the queue settings under the callback tab you define if callbacks can be agent owned and how long an agent can own the callback before it goes back to the queue.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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