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What it does

Arrange Callback | (BETA) captures when the caller would like a callback — a window such as “tomorrow afternoon” (a day plus a rough time), not a calendar slot — echoes it back for confirmation, and records a structured callback record for your team (or the assistant) to act on. For actual appointments, use Book Calendar Appointment | Pro instead. It is a composite tool: one step in your flow runs the whole exchange — asking when suits, handling “any time is fine” and “I’m busy right now”, confirming the window, and writing the record. On every exit — arranged, declined, busy or no workable window — it writes a status and a record your flow can read. This tool is in beta and intended for testing rather than production calls.

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Callback modes

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Human callback (default)

A person or a queue returns the call. The confirmation wording tells the caller someone from the team will ring them back in the agreed window, and the record is stamped type: human. Use this when the callback lands with your staff — dispatch the record to your team with a webhook or an SMS so they know who to call and when.

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Assistant callback

The AI places the return call. The confirmation wording changes accordingly (“I’ll give you a call back…”) and the record is stamped type: assistant. Use this when your own automation schedules an outbound AI call from the record.

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Validated vs unvalidated windows

When a Callback Endpoint is set, its schedule (from Numbers & Routing > Endpoints) defines the windows that can be offered, and the endpoint is recorded on the callback record. Validation of the caller’s window against the endpoint’s schedule is coming soon; until then the tool confirms whatever window the caller states. With no endpoint set, the tool always simply confirms the caller’s stated window.

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Inputs

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Outputs

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Variables this tool writes

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The callback record

Read individual record fields with a dotted path — they appear in the / variable picker under the callback namespace. Fields beginning temp_ in the callback namespace are the tool’s private working state — never read or write them from your own steps.

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Routing and wiring tips

  • true — window arranged: read {{callback.record}} and dispatch it (for example with Send Webhook or an SMS to your team). Otherwise — branch on {{callback.callback_status}} (string, e.g. declined) when your follow-up wording should differ between a decline, a busy caller and no workable window.
  • The record is written even when the caller declines (with a not-arranged status) — always check {{callback.callback_status}} before acting on it.
  • The tool records the window; it does not schedule anything by itself. Pair it with a dispatch step (webhook, SMS) or your own automation so the callback actually happens.
  • A good pattern after a failed warm handoff — especially out of hours — is to route the failure path into Arrange Callback so the caller still leaves with a commitment.

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Next Steps

  • Composite Tools — how composite steps run, and how inputs, results and outputs connect to your call.
  • Book Calendar Appointment | Pro — for real calendar bookings rather than callback windows.
  • Warm Handoff — transfer live instead of arranging a callback, when someone is available now.
  • Endpoints — the routing endpoints whose schedules define callback windows.