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 the Talk Help Center. 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
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": "+12518717081"
  }
}
Using curl
curl https://{subdomain}.zendesk.com/api/v2/channels/voice/callback_requests.json \
  -d '{"callback_request": {"phone_number_id": 1001, "requester_phone_number": "+1234567890"}}' \
    -H "Content-Type: application/json" -X POST \
    -v -u {email_address}:{password}
Example Response
Status 201 Created