Request a Callback
Creates a callback request for a voice call if Omni-Channel Unified Routing is enabled.
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.
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.
POST
- 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.
| 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 |
Request:
Response: