# Scheduled callbacks

> Let your AI agent agree a callback time with a lead and call them back automatically at that time.

- Section: Using the app (manual) › Calling
- Web page: https://docs.biglysales.com/manual/scheduled-callbacks
- Video: placeholder — "How AI scheduled callbacks work" (not yet recorded)

Leads often answer at a bad moment and say *"Can you call me back tomorrow at 3?"*. With **scheduled callbacks**, your AI agent agrees a time with the lead, and Bigly places a new AI call at that time without anyone on your team having to remember.

Scheduled callbacks are on by default for AI calls.

## Before you start

- Set your [working hours](https://docs.biglysales.com/manual/calling-hours.md). The agent uses them to suggest callback times your team is open.
- Make sure your [voice prompt](https://docs.biglysales.com/manual/voice-prompt.md) tells the agent how to handle callback requests. You can use the `{working_hours}` placeholder so the agent knows when you're open.

## How it works

1. During a call, the lead asks to be called back at a particular time.
2. The agent agrees a time with them. It should suggest a time inside your working hours.
3. When the call ends, Bigly tags the call **Scheduled Callback** and saves the agreed time.
4. At that time, Bigly places a new AI call to the lead. Bigly's compliance checks still apply to this call. See [Compliance overview](https://docs.biglysales.com/manual/compliance-overview.md).

## When the lead calls you first

Leads sometimes call back before the agreed time. To give them the right greeting, create an inbound [intro](https://docs.biglysales.com/manual/intros.md) with **Tag** set to **Scheduled Callback**. When a lead whose last call was tagged Scheduled Callback calls in, the agent uses that intro.

The **Tag** list also has **SMS Callback**.

## Where to see callbacks

- **Call statistics:** calls that ended with a callback request are counted under **Scheduled Callback**. See [Call statistics](https://docs.biglysales.com/manual/call-statistics.md) and [Lead statistics](https://docs.biglysales.com/manual/lead-statistics.md).
- **The contact's history:** the call and its transcript appear on the contact's page and in the [Inbox](https://docs.biglysales.com/manual/inbox.md).

On the **Leads** statistics page, a scheduled callback counts as *not yet a success*, because nothing has been booked or transferred yet. On campaign results it's grouped with successful outcomes.

Bigly doesn't currently show upcoming callback times or let you change them. If a lead asks you to cancel a callback, mark the contact **Do Not Call** on their contact page.

## Turn scheduled callbacks off

1. Go to **AI › Configure**.
2. Switch on **Disable Schedule CallBacks**.

## Common questions

**What time zone is the callback in?** The agent works out the time from the conversation and your account's settings. Set your **Tenant Timezone** on **AI › Configure** so times are understood correctly. See [Calling hours](https://docs.biglysales.com/manual/calling-hours.md).

## Related

- [Calling hours](https://docs.biglysales.com/manual/calling-hours.md)
- [Intros](https://docs.biglysales.com/manual/intros.md)
- [Voice prompt](https://docs.biglysales.com/manual/voice-prompt.md)
- [Call statistics](https://docs.biglysales.com/manual/call-statistics.md)

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All documentation pages: https://docs.biglysales.com/llms.txt