What is Callback Scheduling?

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 your IVR phone tree ("press 1 if you'd like us to call you back"), the chat widget, and any intake form with a "Request a Callback" field — 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, and — if you've turned it on — can pick from a short list of available time slots instead of just asking for "as soon as possible." Velaro confirms the request in the chat window.

From an intake form: if a form has a "Request a Callback" field (see below), a visitor filling out that form can request a callback the same way, right alongside their other questions.

Every request is checked for abuse before anything happens — 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.

Choosing a callback time

If your team has agent work schedules set up, the chat widget can offer visitors a short list of specific upcoming times to choose from (for example, "2:30pm today," "9am tomorrow," "11am tomorrow") instead of only "call me back whenever." The visitor picks the time that works for them and gets a confirmation right away. This only appears on the chat widget — IVR callers still confirm a single spoken time, since reading out a list of options isn't practical over the phone.

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/chosen time. If no agent is free yet, Velaro keeps checking for a short window before falling back to the next option below.
• You have an external calendar connected (see below): Velaro books the callback directly on that calendar, or sends a booking link, depending on which calendar you use.
• You don't have outbound dialing or a calendar 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.

Connecting an external calendar

If your account already has a calendar connected for Velaro Appointments (Outlook, Microsoft Bookings, or Calendly — see the Velaro Appointments guide), Callback Scheduling can hand off to that same calendar instead of dialing directly. There's nothing new to connect — turn on the external-calendar option in the Callback Scheduling setup wizard and it uses whatever calendar you've already linked under Admin → Integrations. Outlook and Microsoft Bookings book the callback directly; Calendly sends the visitor a scheduling link to pick a time themselves.

Rescheduling or canceling a scheduled callback

Every confirmation a visitor gets by SMS or email for a scheduled callback includes a "manage your callback" link. Following that link lets them reschedule to a new time or cancel the callback entirely, without having to call in or start a new request. No login is required — the link itself is what identifies the request, so it only works for the callback it was sent for.

If your callback was booked through a connected Calendly calendar, the manage link takes you to Calendly's own reschedule/cancel page for that booking, since that's where Calendly bookings are managed.

"Request a Callback" form field

Any ticket-intake form can include a "Request a Callback" field. When a visitor fills it out (name, phone number, and an optional preferred time) and submits the form, it creates a callback request the same way the widget or IVR does — including the same abuse protections — so you can offer callback requests directly from a contact form, not just chat or phone.

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), time-slot picking (requires agent work schedules), external calendar (requires a connected calendar), 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 and external-calendar callbacks require the matching connected 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, rescheduled, canceled, or escalated to a ticket — and shows up in the integration's Activity Log tab, plus a dedicated reporting view reachable from the Callback Scheduling setup page, 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. 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.