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Callback Promise

Reads abandoned calls and queued callbacks against agent schedules. Proposes a callback time and who takes it.

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About

A caller who hangs up in queue or asks for a callback has been promised something. The promise sits in the contact center; the people who keep it are rostered in the scheduling tool. Callback Promise reads both. It takes abandoned contacts and queued callbacks from the contact center, checks who is rostered and who is free right now, and proposes a time and an owner for each one.

A supervisor approves the slot, or reassigns it, before the call is placed. Each callback is placed once, linked to the original contact, and recorded with the promised time, the owner, the attempt, and the outcome. A callback that misses its window is raised again with a new proposal.

This is a reference listing. It documents what Fibric would read from Callback Promise and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Abandoned contacts in Amazon Connect: a contact record with a queue and an EnqueueTimestamp but no ConnectedToAgentTimestamp
  • Queued callbacks and their age, through the CONTACTS_SCHEDULED and CONTACTS_IN_QUEUE metrics on the callback queue
  • Agents available and online per queue right now, through GetCurrentMetricData, or the equivalent in Genesys Cloud or Talkdesk
  • Published shifts and breaks in Deputy or When I Work, so a slot lands inside someone's rostered hours
  • The customer record and open conversation in Kustomer, so the agent sees why the person called
  • Public holidays for the caller's country from the holiday reference, so no slot is proposed on a closed day
  • Outcomes of placed callbacks, answered, no answer, or voicemail, from contact records with InitiationMethod CALLBACK

Proposed actions

  • Target capability: propose a callback slot and a named agent for each abandoned contact, inside that agent's rostered hours
  • Target capability: propose placing the approved callback through the contact center, linked to the original contact
  • Target capability: propose reassigning a queued callback whose owner's shift ends before the slot
  • Target capability: propose a confirmation to the customer with the promised time, by text or email, before the call
  • Target capability: propose removing a queued callback when the customer has since reached an agent or resolved the issue

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Turn abandoned calls into scheduled callbacks

    Each morning the operator lists contacts that abandoned in queue overnight, pairs them with agents rostered in Deputy, and proposes a slot per caller. A supervisor approves the list; the calls are placed through Amazon Connect.

    With Amazon Connect, Deputy

  • Keep a callback inside a shift

    A queued callback in Genesys Cloud is owned by an agent whose When I Work shift ends before the slot. The operator proposes moving it to an agent on the next shift, with the reason recorded.

    With Genesys Cloud, When I Work

  • Confirm the promise before the call

    Once a slot is approved, the operator proposes a text through Twilio with the promised time, and attaches the Kustomer conversation to the callback so the agent opens the call with context.

    With Twilio, Kustomer

  • Skip the callback that is no longer needed

    The customer called back and reached an agent in Talkdesk before the slot. The operator proposes removing the queued callback and notes the reason on the customer record.

    With Talkdesk, Kustomer

Requirements

  • A contact center connector with contact records and a callback queue: Amazon Connect, Genesys Cloud, or Talkdesk
  • A scheduling connector for rostered hours: Deputy or When I Work
  • A support connector for the customer record: Kustomer, Zendesk, or Gorgias
  • A callback queue and an outbound caller ID configured in the contact center
Authentication
Uses the credentials of the contact center, scheduling, and support connectors you attach. It holds none of its own and places no call without approval.

Limits

  • Amazon Connect removes a queued callback after 7 days if no agent takes it; the operator flags the age but cannot extend it
  • Amazon Connect counts a callback that reaches voicemail as connected and does not retry it, so voicemail outcomes need a person's decision
  • Contact records arrive at least once and may be delivered again, so a callback is matched to its contact by id, not by arrival
  • It reads rosters as published. A shift changed outside the scheduling tool is not seen

Access and pricing

Reference listing. Fibric builds the operator under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request Callback Promise ↗

Questions and answers

What does the supervisor approve?
A list of proposed callbacks, each with the caller, the original contact, the proposed time, and the named agent. The supervisor can approve, move a slot, or change the owner. Approval places the callback through the contact center. Nothing is dialed before that.
What record is left for each callback?
A receipt tied to the original contact id: the promised time, the owner, who approved, when the call was placed, and the outcome the contact center reported. In Amazon Connect the callback is a separate contact with InitiationMethod CALLBACK, and the receipt carries that id too.
Does it ever call a customer on its own?
No. It proposes a slot and an owner. A person approves before any call is placed, and a callback is placed once. If the contact center retries a no-answer, that retry is the contact center's configured behavior, not a second proposal.
Ask about Callback Promise

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This operator is developed, published, and supported by Fibric. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy