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Overview

The Schedule Callback Node allows you to schedule follow-up calls with customers, passing additional context from previous interactions. This enables intelligent, context-aware callbacks based on workflow logic.

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Use Cases

  • Unresolved Issues: Schedule callbacks for issues that couldn’t be resolved immediately
  • Customer Requests: Honor customer requests to be called back at specific times
  • Follow-up Campaigns: Automated follow-ups after initial contact
  • Dropped Calls: Reconnect with customers after unexpected disconnections
  • Appointment Reminders: Schedule reminder calls before appointments
  • Payment Follow-ups: Call customers about pending payments
  • Survey Callbacks: Schedule calls to collect feedback
  • Lead Nurturing: Follow up with leads at optimal times

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Inputs

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Greetings_message

Greeting message the voice agent will say to the customer. Purpose:
  • Overrides the initial prompt defined for the agent
  • Provides context-specific greeting
  • Can be AI-generated or manually written
Behavior:
  • Can be linked from a previous block (e.g., AI-generated greeting)
  • Can be manually written in the node
  • Data linkage overrides written text
Example: 
Hello John, this is a follow-up call regarding your support ticket #12345. 
We have an update on your issue.
AI-Generated Example: 
Link from AI Query Agent output that generates:
"Hi Jane, I'm calling back as you requested. I have the information 
about the Premium Plan pricing you asked about."

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Conversation_context

Pass previous conversation context to the voice agent. Purpose:
  • Provide continuity between calls
  • Give agent full context of previous interactions
  • Enable personalized conversations
What to Include:
  • Previous call transcript
  • Customer history
  • Issue details
  • Relevant notes
Example: 
Previous Call Summary:
- Customer called about order delay
- Order #ORD-12345 was stuck in shipping
- Promised to investigate and call back
- Customer prefers morning calls

Customer Details:
- Name: John Doe
- Premium customer since 2023
- Previous issues: 0

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Scheduled_Time (Required)

Set the exact time for the callback. Format: ISO 8601 date format YYYY-MM-DDTHH:MM:SSZ Examples:
  • 2025-12-10T10:00:00Z - December 10, 2025 at 10:00 AM UTC
  • 2025-12-11T15:30:00Z - December 11, 2025 at 3:30 PM UTC
Tips:
  • Always use future timestamps
  • Consider customer timezone
  • Respect business hours
  • Account for working hour constraints

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Bot_Number (Required)

Phone number to be used to call the customer. Configuration:
  • Can be linked from a previous block
  • Can be selected from dropdown
  • Data linkage overrides dropdown selection
Format: +[country code][number] Example: +91xxxxxxxxxx

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Use_Case (Required)

Voice agent that will handle the callback. Configuration:
  • Can be linked from a previous block
  • Can be selected from dropdown
  • Data linkage overrides dropdown selection
Example: customer_support, sales_follow_up

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Customer_Number (Required)

Customer’s phone number to call. Format: +[country code][number] Example: +91xxxxxxxxxx

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Customer_Details

Customer information in JSON format. Purpose:
  • Personalize the callback
  • Provide agent with customer context
  • Include relevant data for the conversation
Example: 
{
  "name": "John Doe",
  "email": "[email protected]",
  "ticket_id": "TKT-12345",
  "issue": "Order delay",
  "order_id": "ORD-789"
}

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Agent_Options

Override default agent settings for this callback. Use Cases:
  • Change language for specific customers
  • Use different voice
  • Modify initial prompt
  • Adjust call settings
Example: 
{
  "language": "hi-IN",
  "voice": "Riya",
  "max_duration": 300
}

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No_Of_Retries

Number of retry attempts if the callback fails. Recommended: 2-3 retries Example: 2

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Retries_After_In_Hrs

Time interval between retry attempts (in hours). Recommended: 1-2 hours Example: 1

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Start_Working_Hour

Start of business hours in 24-hour format (HH:MM). Purpose:
  • Ensure calls only during business hours
  • Respect customer preferences
  • Avoid early morning calls
Example: 09:00

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End_Working_Hour

End of business hours in 24-hour format (HH:MM). Purpose:
  • Prevent late evening calls
  • Comply with regulations
  • Respect customer time
Example: 18:00

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Timezone

Timezone for working hours calculation. Default: Asia/Kolkata Examples:
  • America/New_York
  • Europe/London
  • Asia/Tokyo

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Outputs

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Callback_scheduled

Confirms if the callback was successfully scheduled. Values:
  • True: Callback successfully scheduled
  • False: Scheduling failed
Usage:
  • Connect to conditional logic
  • Trigger error handling
  • Log for monitoring
  • Send notifications

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Configuration Examples

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Example 1: Simple Callback

Greetings_message: "Hello, this is a follow-up call from SubVerse."
Scheduled_Time: 2025-12-10T14:00:00Z
Bot_Number: +91xxxxxxxxxx
Use_Case: customer_support
Customer_Number: +91xxxxxxxxxx

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Example 2: Context-Aware Callback

Greetings_message: "Hi John, I'm calling back about your order #12345."
Conversation_context: "Previous call: Customer reported order delay. 
                      Promised to check with shipping and call back."
Scheduled_Time: 2025-12-10T10:00:00Z
Bot_Number: +91xxxxxxxxxx
Use_Case: order_support
Customer_Number: +91xxxxxxxxxx
Customer_Details: {
  "name": "John Doe",
  "order_id": "ORD-12345",
  "issue": "Shipping delay"
}

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Example 3: Scheduled with Retries

Greetings_message: "Hello, this is a reminder about your payment."
Scheduled_Time: 2025-12-10T11:00:00Z
Bot_Number: +91xxxxxxxxxx
Use_Case: payment_reminder
Customer_Number: +91xxxxxxxxxx
No_Of_Retries: 2
Retries_After_In_Hrs: 2
Start_Working_Hour: 09:00
End_Working_Hour: 18:00
Timezone: Asia/Kolkata

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Example 4: AI-Generated Callback

Greetings_message: [Linked from AI Query Agent]
Conversation_context: [Linked from previous call transcript]
Scheduled_Time: [Calculated by AI based on customer preference]
Bot_Number: +91xxxxxxxxxx
Use_Case: sales_follow_up
Customer_Number: +91xxxxxxxxxx
Customer_Details: [Linked from CRM data]

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Workflow Integration

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Common Patterns

Pattern 1: Post-Call Callback 
Incoming Call Node
  ↓
AI Query Agent (analyze if callback needed)
  ↓
Schedule Callback Node (if needed)
Pattern 2: Dropped Call Recovery 
Voice Agent Node
  ↓
Smart Filter (check if call duration < 30 seconds)
  ↓
Schedule Callback Node (immediate callback in 5 minutes)
Pattern 3: Time-Based Follow-up 
Voice Agent Node
  ↓
AI Query Agent (determine follow-up timing)
  ↓
Schedule Callback Node (schedule based on AI decision)
Pattern 4: Multi-Step Campaign 
Upload Data Node
  ↓
Voice Agent Node (initial call)
  ↓
AI Query Agent (analyze outcome)
  ↓
Schedule Callback Node (if not converted)

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Best Practices

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Timing

  • Customer Preference: Honor requested callback times
  • Business Hours: Always use working hour constraints
  • Timezone Awareness: Consider customer location
  • Spacing: Don’t schedule too many callbacks close together

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Context

  • Full History: Include complete previous interaction context
  • Relevant Details: Only include information needed for the call
  • Clear Summary: Provide concise context summary
  • Update Regularly: Ensure context is current

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Personalization

  • Use Names: Include customer name in greeting
  • Reference History: Mention previous interactions
  • Specific Purpose: Clearly state reason for callback
  • Custom Greetings: Tailor message to situation

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Retry Strategy

  • Reasonable Attempts: 2-3 retries is usually sufficient
  • Appropriate Spacing: 1-2 hours between retries
  • Time Limits: Don’t retry beyond same day
  • Alternative Contact: Consider other channels after failed retries

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Monitoring

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Track Callback Performance

Metrics to Monitor:
  • Schedule Success Rate: Percentage of successfully scheduled callbacks
  • Connection Rate: Callbacks that successfully connected
  • Completion Rate: Callbacks that achieved their objective
  • Retry Effectiveness: Success rate of retry attempts

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Analyze Patterns

Look For:
  • Optimal Timing: When callbacks are most successful
  • Context Impact: How context affects outcomes
  • Retry Patterns: Which retries succeed
  • Failure Reasons: Why callbacks fail

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Troubleshooting

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Callback Not Scheduling

Possible Causes:
  • Invalid Scheduled_Time format
  • Time in the past
  • Missing required fields
Solutions:
  • Use ISO 8601 format
  • Ensure future timestamp
  • Verify all required inputs

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Callback Not Connecting

Possible Causes:
  • Invalid phone number
  • Customer unavailable
  • Network issues
Solutions:
  • Validate phone number format
  • Set appropriate retry logic
  • Check telephony integration

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Wrong Timing

Possible Causes:
  • Timezone mismatch
  • Working hours not set
  • Incorrect time calculation
Solutions:
  • Verify timezone setting
  • Set Start/End Working Hours
  • Double-check time calculations

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Next Steps

Voice Agent Node

Configure outbound calling

AI Query Agent Node

Intelligent callback decisions

Send Email Node

Send callback confirmations

Call History

Monitor callback performance
Link the Greetings_message and Conversation_context from AI Query Agent to create intelligent, context-aware callbacks.
Always respect customer preferences for callback timing. Unsolicited calls at inconvenient times can harm customer relationships.