Let callers schedule an AI callback for a better time

Configure your AI agent to offer callback scheduling when callers cannot talk, using the calendar booking tool to trigger outbound calls automatically.

Sometimes callers reach your AI agent at an inconvenient time. Instead of losing the lead, the agent can offer to call them back at a time that works better. The callback is booked through the calendar tool and triggers an outbound call automatically at the scheduled time — no human involvement needed.

How callback scheduling works

1. The caller indicates they cannot talk right now (“I’m busy,” “Can you call me later?”, “Bad time”).
2. The agent offers to schedule a callback: “No problem — when would be a good time for us to call you back?”
3. The agent checks calendar availability and offers time slots.
4. The caller picks a slot and the agent books it.
5. At the scheduled time, the outbound call workflow triggers and the agent dials the contact automatically.

Set up callback scheduling

1. Enable required tools

   Open your agent in the Agent Builder. In the Tools & Abilities tab, enable:

   • Book Appointment (for scheduling the callback)
   • Update User Details (to save contact info before scheduling)
2. Enable outbound calling

   In the Agent Settings tab, toggle on Make Outbound Calls and assign a verified phone number.

3. Add callback instructions to your prompt

   In the Global Prompt tab, add a section that tells the agent when and how to offer callbacks:

   CALLBACK SCHEDULING:
   If the caller says they are busy, can't talk, or asks to be called back:
   1. Say: "No problem at all! I can schedule a call back at a time that works
      better for you."
   2. Ask: "What day and time works best?"
   3. Use get_availability to check open slots near their preferred time.
   4. Offer 2-3 available slots.
   5. Once they choose, use book_appointment to schedule the callback.
   6. Confirm: "You're all set. We'll call you back on [day] at [time].
      Talk to you then!"

4. Create an outbound call workflow

   Go to Workflows. Create a workflow triggered by Appointment Start (or a custom trigger). Add the Make AI Call action using your agent’s Assistant ID. This calls the contact at the scheduled time.

5. Test the full flow

   Use Voice Lab to simulate a caller who says they’re busy. Verify the agent offers a callback, checks availability, and books the slot. Then verify the outbound workflow is configured to fire at the booked time.

Prompt example

IDENTITY:
You are Jake, a scheduling assistant for Acme Services.

INBOUND FLOW:
1. Greet the caller warmly.
2. Ask how you can help.
3. If they can talk, proceed with normal qualification and booking.
4. If they say they're busy or can't talk:
   a. Immediately offer a callback: "Totally understand. Want me to schedule
      a quick call back at a time that works for you? It'll only take 5 minutes."
   b. If yes: collect their preferred day/time, check availability, book it.
   c. If no: ask if you can send them info via text instead.
5. Before ending the call, make sure you have at least their name and phone number.

CALLBACK CALL (outbound):
When calling back a contact who scheduled a callback:
1. Open with a greeting using the contact's name, confirm the scheduled callback, and ask if it's still a good time.
2. If yes, proceed with qualification and booking.
3. If no, offer to reschedule again.