Genesys Cloud - Main

Dear Team,

In an outbound Preview campaign, suppose an agent connects with a customer, and the customer requests, "Please call me back at exactly 12:00 PM."

In this scenario, the agent should be able to update the requested callback time (12:00 PM) from the script. The callback time should then be updated in the calling list, and the system should automatically dial the customer at that exact time.

I hope the requirement is clear. Is there any native option available in Genesys Cloud to achieve this, or would it require a custom solution?

I believe you can schedule a callback from the interaction screen, but I don't think it stays as part of the preview campaign: Callbacks in campaigns

Hopefully someone can correct me if I am wrong or if there is a way around this

Hi,

Based on what I understand, this can be achieved natively using Scripter.Schedule Callback.

The agent can capture the customer's requested callback time (for example, 12:00 PM) directly from the script and schedule the callback for that specific time.

One important detail is that this does not update the original Calling List record with a new retry time. Once the agent schedules the callback, the original record is no longer campaign-owned and does not return to the campaign for further dialing.

Instead, Genesys creates a new scheduled callback interaction that is managed by the configured ACD queue. In the interaction timeline, this callback appears under the "ACD" participant, indicating it was scheduled as a queue callback. This differs from callbacks scheduled by campaign rules, which appear under "Campaigns CallerID: Name."

At the scheduled time, the callback is removed from the scheduled callback list and routed to the Callback Queue ID configured in the script, rather than being dialed again by the outbound campaign.

So, based on my understanding, this native functionality should fully satisfy the requirement without the need for a custom solution.