> ## Documentation Index
> Fetch the complete documentation index at: https://docs.brilo.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Schedule a callback

> Have your Brilo agent arrange a call back later when nobody is available now, instead of leaving the caller with nothing.

When nobody can take a call, your agent can arrange a callback rather than ending on an apology. It takes the
caller's number and a time, and your team or your agent rings back. This is the fallback that turns a failed
transfer into a kept customer.

## Before you start

* An agent, and ideally a transfer action already set up, since a callback is usually the fallback when a
  transfer fails. See [Pass the call to a person](/actions/pass-the-call-to-a-person).
* A decision about who does the calling back: your team, or your agent.
* Outbound calling on Starter or above if your agent is doing it. See
  [Plans and what they include](/supported/plans).

## Steps

<Steps>
  <Step title="Add the callback action">
    In your agent's **Actions** tab, add the call back action.
  </Step>

  <Step title="Decide who calls back">
    Your agent can make the call itself, or the callback can become a task for your team. Pick based on
    whether the reason for the callback is something your agent could handle: if the caller wanted a person,
    do not send your agent back.
  </Step>

  <Step title="Say when the callback happens">
    Set how soon after the call it should happen, and keep it inside hours when somebody is there.
  </Step>

  <Step title="Tell your agent when to offer it">
    In the **Prompt** tab, say when to offer a callback: when a transfer fails, when the caller asks for
    someone who is unavailable, or when the call is out of hours.
  </Step>

  <Step title="Test the whole path">
    Call your agent, ask for something that triggers a callback, and check the callback actually happens.
  </Step>
</Steps>

## You will know it worked when

* Your agent offers a callback in the situation you described, using the caller's own number.
* The callback happens at the time agreed.
* The call record shows both the original call and the callback.

## What else you can do here

* [Pass the call to a person](/actions/pass-the-call-to-a-person) as the first choice, with a callback as
  fallback.
* [Take a voicemail](/calls/voicemail) instead if a message is enough.
* [Send a text](/actions/send-a-text-or-email) confirming when you will ring back.
* [Set your opening hours](/calls/business-hours-and-after-hours) so callbacks are offered sensibly.

## If it did not work

**Your agent never offered a callback.** Its instructions do not say when to. This is the most common cause
for every action.

**The callback never happened.** If your agent was making it, check that outbound calling is available on your
plan, since it is switched off on Free.

**The callback happened at a bad time.** Check the timing setting and your workspace time zone. See
[Workspace settings](/account/workspace-settings).

Anything else: [An action did not run](/actions/an-action-didnt-run).

## FAQ

<AccordionGroup>
  <Accordion title="Can my agent call someone back later?">
    Yes. Add the callback action and your agent can arrange one during the call, taking the number and a time.
    It is the natural fallback when a transfer fails or the caller rings out of hours.
  </Accordion>

  <Accordion title="Who makes the callback, my agent or my team?">
    Either, and it depends on why the callback is needed. If the caller wanted a person, send a person: an
    agent ringing back to say the same thing again is worse than useless.
  </Accordion>

  <Accordion title="Can I set how long after the call it rings back?">
    Yes, and keep it inside hours when somebody is there. A callback promised in ten minutes and delivered the
    next morning costs more goodwill than not offering one.
  </Accordion>

  <Accordion title="What happens when the callback is not answered?">
    Treat that as its own case and decide in advance: try again later, send a text, or leave it for your team.
    A callback that fails silently is the same problem as the original missed call.
  </Accordion>

  <Accordion title="Does a callback need outbound calling?">
    If your agent is making the call, yes, which means Starter or above. If the callback is a task for your
    team, your plan does not matter. See [Plans and what they include](/supported/plans).
  </Accordion>

  <Accordion title="Why did a scheduled callback never happen?">
    Check whether outbound calling is available on your plan, whether the time fell inside your allowed hours,
    and whether the number taken from the caller was usable. The call record shows what was attempted.
  </Accordion>
</AccordionGroup>

## Related

* [Pass the call to a person](/actions/pass-the-call-to-a-person) as the first choice
* [Voicemail](/calls/voicemail) when a message is enough
* [Business hours and after hours](/calls/business-hours-and-after-hours) for sensible timing
* [An action did not run](/actions/an-action-didnt-run) if callbacks are not happening