Callbacks
Callbacks are follow-up calls your agent scheduled for itself during a conversation — when a caller says “call me back in 30 minutes,” the agent books it, and Vio dials at that time automatically. The Callbacks view lists every one of these, with its status. Unlike an outbound campaign, which you launch from a list, a callback is created by the agent mid-call.
How a callback happens
- During a call, the caller asks to be called back later (“try me after lunch,” “call me tomorrow at 4”).
- The agent uses the Schedule a callback tool to book the follow-up — see Tools.
- At the scheduled time, Vio auto-dials the caller.
- The same agent answers, with the earlier conversation injected so it picks up naturally instead of starting cold.
Because the prior conversation carries over, the callback feels like a continuation — the agent already knows who it’s calling and why.
Callback statuses
A callback moves through these states:
| Status | Meaning |
|---|---|
| Scheduled | Booked and waiting for its time. |
| Dialing | Vio is placing the call now. |
| Completed | The callback connected and the conversation ran. |
| No answer | The caller didn’t pick up — Vio retries up to a limit. |
| Failed | The call couldn’t be placed. |
| Cancelled | You cancelled it before it fired. |
No-answers are retried automatically up to a set limit, so a single missed pickup doesn’t drop the follow-up.
Cancel a pending callback
Open the Callbacks view
Select Callbacks in the sidebar to see scheduled and past follow-ups.
Cancel the one you don’t want
On any Scheduled callback, choose Cancel. Vio won’t dial it, and its status becomes Cancelled. Callbacks already Dialing or Completed can’t be cancelled.
Callbacks dial from a number with outbound enabled. If your agent schedules callbacks but they fail to place, check that its number has outbound switched on — see Phone numbers.
Frequently asked
Q. How is a callback different from an outbound campaign? A campaign is a batch you launch from a contact list. A callback is a single follow-up the agent booked itself during a live conversation. Both dial out, but callbacks are created on the fly, one at a time.
Q. Will the agent remember the earlier conversation? Yes. The prior conversation is injected into the callback, so the same agent continues naturally rather than starting over. That’s the whole point — the caller shouldn’t have to repeat themselves.
Q. What happens if the caller doesn’t answer the callback? It’s marked No answer and retried automatically up to a limit. If every retry misses, it stops there and you’ll see the final status in the list.
Next step
Every callback that connects is recorded like any other call — read it in Call logs, and enable the tool in Tools.