Callback Requests

Creates a request for a callback for the specified phone number. Instead of waiting on hold in the queue when all agents are busy, the caller's place is held in the queue and their call is automatically returned when an agent becomes available. For more information on callback requests, see Understanding the end-user experience in Zendesk help. Callbacks don't need to be enabled on the phone number to create a callback request with the API.

JSON format

Callback Requests are represented as JSON objects with the following properties:

Name	Type	Read-only	Mandatory	Description
group_ids	array	false	false	IDs of groups to route the call to. If omnichannel routing is enabled, only the first group_id provided is used to route the callback
phone_number_id	number	false	true	The Talk phone number ID
requester_phone_number	string	false	true	The callback phone number in E.164 international number format

Create Callback Request

• POST /api/v2/channels/voice/callback_requests

Allowed For

• Agents

Rate Limit

You can create 30 callback requests every 10 minutes using this endpoint.

Example body

{
  "callback_request": {
    "phone_number_id": 1001,
    "requester_phone_number": "[phone]"
  }
}

Code Samples

curl

curl https://{subdomain}.zendesk.com/api/v2/channels/voice/callback_requests.json \
  -d '{"callback_request": {"phone_number_id": 1001, "requester_phone_number": "[phone]"}}' \
    -H "Content-Type: application/json" -X POST \
    -v -u {email_address}/token:{api_token}

Go

import (
	"fmt"
	"io"
	"net/http"
	"strings"
)

func main() {
	url := "https://support.zendesk.com/api/v2/channels/voice/callback_requests"
	method := "POST"
	payload := strings.NewReader(`{
  "callback_request": {
    "phone_number_id": 1001,
    "requester_phone_number": "[phone]"
  }
}`)
	req, err := http.NewRequest(method, url, payload)

	if err != nil {
		fmt.Println(err)
		return
	}
	req.Header.Add("Content-Type", "application/json")
	req.Header.Add("Authorization", "Basic <auth-value>") // Base64 encoded "{email_address}/token:{api_token}"

	client := &http.Client {}
	res, err := client.Do(req)
	if err != nil {
		fmt.Println(err)
		return
	}
	defer res.Body.Close()

	body, err := io.ReadAll(res.Body)
	if err != nil {
		fmt.Println(err)
		return
	}
	fmt.Println(string(body))
}

Java

import com.squareup.okhttp.*;
OkHttpClient client = new OkHttpClient();
HttpUrl.Builder urlBuilder = HttpUrl.parse("https://support.zendesk.com/api/v2/channels/voice/callback_requests")
		.newBuilder();
RequestBody body = RequestBody.create(MediaType.parse("application/json"),
		"""
{
  \"callback_request\": {
    \"phone_number_id\": 1001,
    \"requester_phone_number\": \"[phone]\"
  }
}""");
String userCredentials = "your_email_address" + "/token:" + "your_api_token";
String basicAuth = "Basic " + java.util.Base64.getEncoder().encodeToString(userCredentials.getBytes());

Request request = new Request.Builder()
		.url(urlBuilder.build())
		.method("POST", body)
		.addHeader("Content-Type", "application/json")
		.addHeader("Authorization", basicAuth)
		.build();
Response response = client.newCall(request).execute();

Nodejs

var axios = require('axios');
var data = JSON.stringify({
  "callback_request": {
    "phone_number_id": 1001,
    "requester_phone_number": "[phone]"
  }
});

var config = {
  method: 'POST',
  url: 'https://support.zendesk.com/api/v2/channels/voice/callback_requests',
  headers: {
	'Content-Type': 'application/json',
	'Authorization': 'Basic <auth-value>', // Base64 encoded "{email_address}/token:{api_token}"
  },
  data : data,
};

axios(config)
.then(function (response) {
  console.log(JSON.stringify(response.data));
})
.catch(function (error) {
  console.log(error);
});

Python

import requests
import json
from requests.auth import HTTPBasicAuth

url = "https://support.zendesk.com/api/v2/channels/voice/callback_requests"

payload = json.loads("""{
  "callback_request": {
    "phone_number_id": 1001,
    "requester_phone_number": "[phone]"
  }
}""")
headers = {
	"Content-Type": "application/json",
}
email_address = 'your_email_address'
api_token = 'your_api_token'
# Use basic authentication
auth = HTTPBasicAuth(f'{email_address}/token', api_token)

response = requests.request(
	"POST",
	url,
	auth=auth,
	headers=headers,
	json=payload
)

print(response.text)

Ruby

require "net/http"
require "base64"
uri = URI("https://support.zendesk.com/api/v2/channels/voice/callback_requests")
request = Net::HTTP::Post.new(uri, "Content-Type": "application/json")
request.body = %q({
  "callback_request": {
    "phone_number_id": 1001,
    "requester_phone_number": "[phone]"
  }
})
email = "your_email_address"
api_token = "your_api_token"
credentials = "#{email}/token:#{api_token}"
encoded_credentials = Base64.strict_encode64(credentials)
request["Authorization"] = "Basic #{encoded_credentials}"
response = Net::HTTP.start uri.hostname, uri.port, use_ssl: true do |http|
	http.request(request)
end

Example response(s)

201 Created

// Status 201 Created

null