Salesforce Voice with Telephony Providers Implementation Guide
jNote: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, we can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features.
Request a Callback
Invoke this API to request a callback from Salesforce by creating a ContactRequest record and returning its recordId. The ContactRequest can then be routed through Omni-Channel Unified Routing in Salesforce. Optionally, control callback timing and whether reps can review ContactRequest details before manually making the call or whether Omni-Channel starts the call immediately after routing.
The Request a Callback API will only be processed if the call belongs to a contact center which has Unified Routing with Omni-Channel enabled.
URI
https://{MyDomain}.my.salesforce-scrt.com/telephony/v1/voiceCalls/{CALL ID}/requestCallback
Where {MyDomain} is a value configured as part of Salesforce Voice setup and {CALL ID} is the Salesforce voiceCallId or the telephony vendor’s contact ID.
HTTP Method
POST
Headers
- Authorization: Bearer <token>
- String. Standard header. The authorization token, where <token> is the JSON Web Token (JWT). Required.
- Content-Type: <format>
- String. Standard header. The format of the request body. Valid format is JSON. For example, application/json. Required.
- Telephony-Provider-Name: <telephony provider name>
- String. Custom header. The name of the telephony provider that calls this API. For example, Amazon Connect.
Parameters
| Property Name | Type | Description | Required |
|---|---|---|---|
| callbackNumber | string | Sets the number that the customer requested to be called back at. | Yes |
| isPreviewCallback | boolean | Specifies whether the rep or the system initiates the callback. If true, the rep can review the accepted ContactRequest before dialing manually. If false, Omni-Channel dials immediately when the rep accepts the work. The default is false. | No |
| scheduledRoutingDateTime | dateTime | Sets the date and time in ISO 8601 format that the customer requests to be called back at. | No |
Example
Request:
1POST /telephony/v1/voiceCalls/89328b83-ff42-4c85-a2af-e948124365de/requestCallback
2
3{
4 "callbackNumber": "+18445791189",
5 "isPreviewCallback": true,
6 "scheduledRoutingDateTime": "2026-02-26T15:40:52Z"
7}Response:
1{
2 "recordId": "0TzLT00000000w50AA"
3}