Callback Scheduling lets a visitor ask for a phone call back instead of waiting on hold or typing out their whole question in chat. It works from two places, your IVR phone tree ("press 1 if you'd like us to call you back") and the chat widget, and one decision engine behind the scenes figures out the best way to actually get that call made, based on what you have connected.

How visitors request a callback

From IVR (phone): a caller can ask for a callback right away, or ask for a specific time ("call me back at 3pm"). Velaro captures the number they're calling from (or asks for a different one) and confirms the request out loud.

From the chat widget: a visitor requesting a callback submits their name and phone number through the widget's callback affordance. Velaro confirms the request in the chat window.

Every request is checked for abuse before anything happens, including rate limits per site and per visitor, and a short duplicate-request window, so the same number can't be used to spam outbound calls.

What happens after a request comes in

Velaro looks at what your account has set up and picks the best path automatically:

• You have VoIP / Click-to-Call configured and an agent is free (or will be soon): Velaro dials the visitor back, right away for an "ASAP" request, or at the requested time for a scheduled one. If no agent is free yet, Velaro keeps checking for a short window before falling back to the next option below.
• You don't have outbound dialing configured, or no agent becomes available: Velaro creates a ticket, marks it high priority, and alerts an agent to place the call manually, so a callback request never just disappears.

If a scheduled callback reaches voicemail or goes unanswered, Velaro retries automatically before escalating to a ticket, so a single missed call doesn't lose the request.

Turning it on

1. Go to Integrations in the sidebar.
2. Select Callback Scheduling.
3. The setup wizard walks you through which modes to enable, auto-dial (requires a connected VoIP/Click-to-Call integration), and ticket escalation (requires ticketing), then review and save.
4. You can also reach this wizard from the Click-to-Call and IVR configuration pages via a "Callbacks are handled by ->" link.
5. Re-opening the wizard later lets you add to your existing setup, edit it, or start over. Your current configuration is never silently changed just by opening the wizard again.

Callback Scheduling itself and ticket escalation are included on Lite and above (they use ticketing/queue infrastructure your account already has). Auto-dial callbacks require a connected VoIP/Click-to-Call integration.

Setting up the AI skills (Moshky)

Callback Scheduling adds two AI skills your bot can use in workflows, both gated behind the Callback Scheduling feature:

• Offer callback to caller (offer_callback): the AI offers to call the customer back once an agent is available. Works on IVR, Click-to-Call, and avatar conversations.
• Schedule callback (smart routing) (schedule_callback): the AI schedules a callback at a specific time using smart routing. Requires the Click-to-Call Smart Scheduling capability.

To turn these on for a workflow:

1. Open the workflow in Workflows and add (or edit) a Transfer to AI node.
2. Open the skills picker. Both skills appear under the Callback Scheduling, Voice & Tickets group once your account has Callback Scheduling enabled.
3. Check the skills you want the AI to use, then save the workflow.

If the group doesn't appear in the picker, Callback Scheduling isn't enabled on the account yet. Turn it on from the Integrations page first (see "Turning it on" above).

Reporting and CRM

Every callback request is tracked end to end (requested, dialed, completed, missed, or escalated to a ticket) and shows up in the integration's Activity Log tab so you can see what happened to each one.

If you use Velaro's native CRM (Focus), a completed, failed, or canceled callback is logged automatically to the contact's activity timeline, no extra setup needed. If an agent books a follow-up call directly from a ticket or conversation, that shows up the same way.

If you have an external CRM connected (HubSpot, Salesforce, Dynamics 365, and others), the resulting call already pushes a transcript/note to the matched contact the same way any other resolved conversation does. The note now also states it was a scheduled callback, including when it was requested and when the call actually happened.

What's not available yet

Two things are on our roadmap but not part of Callback Scheduling today: letting visitors pick from a list of specific available time slots (right now, a scheduled callback is a single requested time, not a slot picker), and connecting Callback Scheduling to an external calendar like Google Calendar or Outlook for booking. If either of these would help your team, let your Velaro contact know.