sf-afcc-callbacks

name	sf-afcc-callbacks
description	Configure callback requests for native Salesforce Voice in Agentforce Contact Center. Use when setting up the Contact Request object with Omni-Channel, creating a callback service channel and queue, building a callback flow that captures a number and creates a Contact Request, and enabling automatic outbound dialing when a rep accepts.
disable-model-invocation	true

AFCC Callbacks

Use This Skill When

• You want to offer callers a callback instead of holding in queue.
• You need the Contact Request standard object wired into Omni-Channel routing.
• You need a flow that captures/confirms a callback number and creates a Contact Request.
• You need the outbound call to auto-dial when a rep accepts the request.

Prerequisites

• Working Voice channel and Omni-Channel flows (sf-afcc-voice-channel-setup, sf-afcc-ivr-flow).
• Callback auto-dial targets must be US numbers (other countries not supported by AFCC as of March 2026).

Core Workflow

1. Create a Callback service channel
   • Create a Call Back service channel for the Contact Request object and add it to your existing Presence Statuses.
2. Create/route a callback queue
   • Create a new Callback Queue for requests, give it a routing configuration, select the Contact Request object, and add your users as queue members. (You may reuse existing voice queues, but you must add the Contact Request object to them.)
3. Decide when to offer a callback (in the flow)
   • In the Omni-Channel flow, use a Check Availability action to see if reps are online.
   • Use a Play Prompt to confirm the callback number and/or capture a new number via DTMF (same pattern as the case-number capture in sf-afcc-ivr-flow).
4. Create the Contact Request record
   • Set Preferred Phone to the number to call back (if captured via DTMF, use that new-number variable).
   • Available Callback Attempts: up to 5. Delay Between Callback Attempts: up to 10,080 minutes (7 days).
   • Set Is Callback = True to auto-dial the outbound call after the rep accepts the request in Omni.
5. Route and confirm
   • Route the new Contact Request to your callback queue. Use a Play Prompt to confirm the callback was created, then an End Call action to hang up.
6. Rep acceptance & auto-dial
   • The Contact Request routes to the rep's console; on Accept, the outbound call auto-dials the Preferred Phone (US number).

Guardrails

• Stuck in "dialing"? A flow triggered on Voice Call creation (e.g., SDO Service - Voice Call - On Create) is the usual culprit. Either disable it, or add a condition so it does not trigger on outbound calls.
• Alternative workaround: set Is Callback = False so no call auto-dials — the rep then uses Click-to-Call on the number instead.
• Auto-dial only supports US numbers; validate/normalize captured numbers before creating the request.
• Confirm the Contact Request object is added to whichever queue you route to, or requests won't route.

Deliverables

• A Callback service channel + queue wired to the Contact Request object and presence statuses.
• A callback flow that captures/confirms a number, creates a Contact Request, and ends the call.
• Validated rep-accept auto-dial (or Click-to-Call fallback) for US numbers.

Additional Resources

• Builds on: sf-afcc-ivr-flow (DTMF capture, Play Prompt, End Call), sf-afcc-media-management.
• Known issues: sf-afcc-troubleshooting (callback auto-dial not connecting).
• Pair with sf-flow for flow construction.