Callback

A callback is a scheduled follow-up call to a lead at a specific date and time, set by the agent during disposition. When an agent selects a callback disposition, VICIdial presents a scheduling interface where the agent picks the callback date, time, and optionally assigns it to themselves (agent-specific callback) or to any available agent (campaign callback).

How It Works in VICIdial

Callbacks are enabled through the scheduled_callbacks campaign setting. When an agent dispositions a call with a callback status, a scheduling dialog appears. The agent enters the target date and time, adds notes about the conversation, and saves the callback. The lead’s dial status is updated to “CALLBK” and the callback details are stored in the vicidial_callbacks table.

When the scheduled time arrives, VICIdial handles the callback based on its type. Agent-specific callbacks are delivered only to the agent who set them — the lead appears on their agent screen when the time arrives. Campaign callbacks are placed in the hopper and dialed to any available agent in the campaign.

VICIdial’s callback management interface shows agents their pending callbacks, allows rescheduling, and alerts agents when a callback is due. The real-time monitoring dashboard shows supervisors the callback queue status across the campaign.

Why It Matters

Callbacks are one of the highest-converting lead interaction types. A lead who has spoken with an agent and agreed to a follow-up call is far more likely to convert than a cold contact. Conversion rates on callbacks typically exceed cold-call conversion by 3-5x.

Agent-specific callbacks build rapport and continuity — the lead speaks with the same agent who understands their situation. Campaign callbacks provide scheduling flexibility but sacrifice the personal connection. Most successful sales campaigns use a combination of both. Monitoring callback completion rates and timeliness is essential for maximizing their value. See the analytics dashboard feature page for callback tracking metrics.