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Create callback for outbound campaign

  • 1.  Create callback for outbound campaign

    Posted 06-05-2025 18:24

    Mirko_Jessulat | 2022-11-24 12:32:16 UTC | #1

    We want to create a callback for a record in an outbound campaign via API during a guided inbound interaction of type Voice. Previously, the endpoint "/api/v2/outbound/campaigns/{campaignId}/callback/schedule" was available for this purpose. This is classified as deprecated. How to create a callback record for a contactlist entry of an outbound campaign with the current endpoint "/api/v2/conversations/callbacks" or another endpoint via API?

    With regards

    Mirko Jessulat

    Eos_Rios | 2022-11-24 13:30:01 UTC | #2

    https://developer.genesys.cloud/routing/conversations/callbacks-guide

    Mirko_Jessulat | 2022-12-01 12:03:49 UTC | #3

    We know this Article, but there is no information about connecting the callback with an entry from an genesys contact list to create a callback within related outbound campaign .

    Eos_Rios | 2022-12-01 13:31:24 UTC | #4

    Is that not covered in https://help.mypurecloud.com/articles/callbacks-in-campaigns/ ?

    Mirko_Jessulat | 2022-12-01 14:35:41 UTC | #5

    Not really. We want to post the Callback for an entry of a gensys contact list from outside of the campaign via API.

    Use case:

    • a phone number (participant) , which is part of an campaign related contact list, calls us by an inbound queue which is not related/connected to the contact list.
    • we identify the genesys id some how
    • we want to create an callback for contact list entry, so that an agent. who is in the campaign related queue/contact list getting/starting the callback as an interaction at the previously posted time of callback

    For the last step we are searching for a way to do this by api request(s).

    Eos_Rios | 2022-12-01 14:58:54 UTC | #6

    Is that last step something you want an agent in the queue from #1 to be able to do (like via a scripted task) or something you want the IVR to do in response to finding them via #2?

    78692638d4a24645fbf5 | 2022-12-01 20:07:08 UTC | #7

    Hi Mirko,

    You use this endpoint:

    [POST] /api/v2/conversations/${input.conversationId}/participants/${input.participantId}/callbacks

    And here's a sample body that I used:

    { "callbackNumbers": [ "${input.callbackNumbers}" ], "queueId": "${input.queueId}", "callerId": "${input.callerId}", "callerIdName": "${input.callerIdName}", "callbackScheduledTime": "#if( ${input.callbackScheduledTime} )${input.callbackScheduledTime}#else null #end", "callbackUserName": "${input.callbackUserName}" }

    When you specify the proper participant and conversation ID, it will retrieve the contact list data about that participant so the callback you create is linked to the dialer call. This is the way to do it, since they removed that api you referenced earlier.

    Eos_Rios | 2022-12-01 20:27:02 UTC | #8

    More detail on that 78692638d4a24645fbf5's answer here - https://developer.genesys.cloud/forum/t/callbacks-in-campaign/8825/2

    78692638d4a24645fbf5 | 2022-12-01 20:49:58 UTC | #9

    Thanks @Eos_Rios

    system | 2023-01-01 20:50:34 UTC | #10

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 17368



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