> ## Documentation Index > Fetch the complete documentation index at: https://docs.voxworks.ai/llms.txt > Use this file to discover all available pages before exploring further. # Arrange Callback | (BETA) > The composite tool that captures when a caller would like to be called back, confirms the window, and records a structured callback record — including human vs assistant callback modes and how to act on the record. ## 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](/tools/calendar/overview) instead. It is a [composite tool](/tools/composite-tools): 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. *** ## Callback modes ### 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](/tools/webhook) or an SMS so they know who to call and when. ### 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. ### 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. *** ## Inputs | Setting | Description | Default | | ---------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | ---------------- | | **Callback Type** | Who places the return call: `human` or `assistant`. Shapes the confirmation wording and the recorded type. Literal select. | `human` | | **Callback Endpoint** | Optional routing endpoint (from **Numbers & Routing** > **Endpoints**) whose schedule defines the bookable windows; also recorded on the callback record. Literal or variable. | — | | **Callback Purpose** | Why the callback is happening, e.g. "to finish off your quote" — spoken only if the caller asks what it's about. Literal or variable. | — | | **Confirm Window** | Echo the agreed window back for confirmation before recording it. When off, an acceptable window is recorded directly. Literal toggle. | On | | **Custom Opening Ask** | Custom first ask used in place of the standard opening line on the first visit, e.g. "When would suit you for one of the team to call you back?" — must end with a question mark. Literal or variable. | Standard wording | *** ## Outputs | Output | Description | | ---------- | ------------------------------------------------------------------------------------------------------------------------------------ | | **result** | Hidden boolean — true when a callback window was confirmed and recorded; false on a decline, a too-busy caller, or no usable window. | ## Variables this tool writes | Variable | Type | Example | Description | | ------------------------------ | ------ | ----------------------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------- | | `{{callback.callback_status}}` | string | `arranged` | Outcome of the exchange: `arranged`, `declined`, `busy` or `no_window`. Written on **every** exit. | | `{{callback.record}}` | object | `{"type": "human", "name": "Jane", "period": "tomorrow afternoon", "window_clock": "13:00-17:00", "status": "arranged", ...}` | The structured callback record, also written on every exit. | ### The callback record Read individual record fields with a dotted path — they appear in the `/` variable picker under the callback namespace. | Field | Type | Example | Description | | ----------------------------------- | ------- | ------------------------------------------- | -------------------------------------------------------------------------------------- | | `{{callback.record.type}}` | string | `human` | Human or assistant callback, from **Callback Type**. | | `{{callback.record.name}}` | string | `Jane Citizen` | The name to ask for on the callback. | | `{{callback.record.endpoint}}` | string | `sales_team` | The endpoint recorded from **Callback Endpoint**. | | `{{callback.record.purpose}}` | string | `Discuss upgrade options` | Purpose recorded from **Callback Purpose**. | | `{{callback.record.days}}` | string | `["2026-07-21", "2026-07-22"]` | The accepted callback dates as a JSON list of ISO dates. | | `{{callback.record.is_range}}` | boolean | `false` | True when the accepted days form a range rather than a single day. | | `{{callback.record.period}}` | string | `afternoon` | The period of day as the caller phrased it. | | `{{callback.record.window_clock}}` | string | `14:00-16:00` | The accepted window as `HH:MM-HH:MM` in the endpoint schedule's timezone. | | `{{callback.record.window_spoken}}` | string | `Tuesday between 2 and 4 PM` | The window phrase as it was confirmed with the caller. | | `{{callback.record.status}}` | string | `arranged` | `arranged` when a window was agreed; `unscheduled` when the tool finished without one. | | `{{callback.record.created_at}}` | string | `2026-07-17T14:35:02+10:00` | Creation timestamp of the record. | | `{{callback.record.notes}}` | string | `Prefers mobile; do not call before lunch.` | Free-text hints for whoever makes the callback. | Fields beginning `temp_` in the `callback` namespace are the tool's private working state — never read or write them from your own steps. *** ## Routing and wiring tips * **true** — window arranged: read `{{callback.record}}` and dispatch it (for example with [Send Webhook](/tools/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](/tools/warm-handoff) — especially out of hours — is to route the failure path into Arrange Callback so the caller still leaves with a commitment. *** ## Next Steps * [Composite Tools](/tools/composite-tools) — how composite steps run, and how inputs, results and outputs connect to your call. * [Book Calendar Appointment | Pro](/tools/calendar/overview) — for real calendar bookings rather than callback windows. * [Warm Handoff](/tools/warm-handoff) — transfer live instead of arranging a callback, when someone is available now. * [Endpoints](/routing/endpoints) — the routing endpoints whose schedules define callback windows.