> Source: https://docs.virtuo.in/vio/telephony/callbacks
> The Callbacks view lists follow-up calls the agent booked mid-conversation. Vio auto-dials at the scheduled time and retries the ones nobody answers.

# 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**](/vio/telephony/outbound-campaigns), which you launch from a list, a callback is created by the agent mid-call.

## How a callback happens

1. During a call, the caller asks to be called back later ("try me after lunch," "call me tomorrow at 4").
2. The agent uses the **Schedule a callback** tool to book the follow-up — see [**Tools**](/vio/agents/tools).
3. At the scheduled time, Vio **auto-dials** the caller.
4. 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

<Steps>

### 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.

</Steps>

<Callout type="info">
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**](/vio/telephony/numbers).
</Callout>

## 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**](/vio/call-logs), and enable the tool in [**Tools**](/vio/agents/tools).