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.

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}