Scheduled callbacks for Giga voice agents

Customers can receive a callback at their convenience.

Aug 10, 2026

Customers are much more likely to convert when you reach them at an optimal time. That’s why with Giga, customers can now request a callback. Giga’s voice AI agents can now schedule and place callbacks on their own—keeping a conversation’s context and memory in place until your customer is ready to chat. Customers never have to repeat their requests or rehash the conversation.

Before today, when customers got interrupted mid-call, it was the end of the conversation. You might document it in their ticket, but in all likelihood, you’ll miss that callback window. It may be after business hours, or perhaps you’re just in a long customer queue, so you need to call back.

OUTBOUND0:000:24

0:00AGENT
0:04CUSTOMER
0:06AGENT
0:15CUSTOMER
0:21AGENT
0:23CUSTOMER

At 0:15 the customer names a time. The rest of this post is what happens to it.

Your customers pick any time, and Giga follows up 24 / 7 / 365.

Here’s how it works: on a live call, a person can ask to be called back later. The agent pauses the conversation, confirms the callback time, and verifies the timezone. At the requested time, your agent places a real outbound call.

Let’s see how this works in practice:

Walking into a meeting

The prospect picked the hour, so the follow-up already has one.

FIRST CALL

AGENT
“Hi, I’m Steve from Atlas following up on the quote you started yesterday. Have you got a couple of minutes?”
CUSTOMER
“Not right now, sorry, I’m about to walk into a meeting. Try me in an hour?”
AGENT
“Sure. That’s two fifteen this afternoon, Eastern. I’ll call you then.”

THE BOOKED CALL2:15 PM EASTERN

AGENT
“Hi, it’s Steve from Atlas, is now a better time?”
CUSTOMER
“Yeah, it is, please go ahead.”

The serial number is at home

Nobody sits on hold while the customer goes and finds it.

FIRST CALL

AGENT
“Next thing I need is the serial number, it’s printed on the base of the speaker.”
CUSTOMER
“It’s at home, I’m at work till six. Can we do this later?”
AGENT
“No problem. I’ll call you back at seven tonight, Eastern, and we can pick it back up.”

THE BOOKED CALL7:00 PM EASTERN

AGENT
“Hi, I’m following back up on your speaker exchange. Do you have the serial number handy now to complete this exchange?”
CUSTOMER
“Yep, I’ve got it right here.”

Natural language, specific timing.

Your agents can schedule a callback with a single tool call while the person is still on the line. We’ll handle the scheduling and callback to resume the ticket.

TOOL

schedule_callback(when | window, phone_number?, context)

REQUEST

schedule_callback({
  "when": "2026-08-04T15:00:00-04:00",
  "context": "Bad time to talk, asked for a callback around three."
})

phone_number omitted, defaults to the caller on this call
caller ID defaults to the agent’s own outbound number

RESULT

{ "scheduled_for": "Today at 3:00 PM EDT" }

The booking the agent made during the call above.

CALL 1 · OUTBOUND · ENDED

TRANSCRIPT
ANALYTICS
EXTRACTION

parent_call_id

CONTEXT NOTE

Bad time to talk, asked for a callback around three.

CALL 2 · OUTBOUND · 3:00 PM · ENDED

opening line from the agent’s own configuration

TRANSCRIPT
ANALYTICS
EXTRACTION

The booked call was linked back to the original call.

Ready for us to call you back?

Scheduled callbacks are now live on Giga voice agents. If you want to hear how this will work with your customers, book a demo, and we will put one on the line with you.

The calls shown above use sample data.

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