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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Scheduled callback whe...
Service | Customer Service, Contact Center, Fie...
Answered

Scheduled callback when customer calls outside of operating hours

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Posted on by DV-30061027-0 3
Hey,
I was wondering, if there is an option for a calling customer, who calls outside of the configured operating hours, to schedule a callbak to a specific time within Copilot Contact center?
I thought about sending the caller to a different queue and then create a callback on the condition that his waiting time is longer than 0 minutes, but that wouldn't solve the requirement that the callback should be scheduled to a specific time. Is that even possible at all?
Categories:
Dynamics 365 Contact Center
  • Verified answer
    Muhammad Shahzad Shafique Profile Picture
    Muhammad Shahzad Sh... 553 Most Valuable Professional on at
    Scheduled callback when customer calls outside of operating hours
    Yes, Copilot for Service (Contact Center) does not natively support scheduled callbacks to a specific time out-of-the-box.
    However, workarounds exist:
    • You can capture the preferred callback time via IVR (using DTMF or voice input).
    • Send this data to Power Automate or Azure Function to:
      • Create a callback work item (or custom activity) with the scheduled time.
      • Use custom routing or Power Virtual Agents to handle it at the desired time.
    • You’ll need to ensure agents are available and a custom logic checks the current time vs. requested time before initiating callback.
    So yes, it is possible, but it requires customization—not available via basic queue/wait-time logic.
     

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