Genesys Cloud provides callback capabilities that enable callers to request callbacks when agents are unavailable, reducing wait times and long-distance charges while allowing agents to continue service when additional research or time is needed. The system attempts to route callbacks, email replies, and message replies to the last handling agent if available and not fully utilized; otherwise, routing proceeds to the next available agent. However, Genesys Cloud does not retain interaction skills and priorities when placing callbacks, and preferred agent routing does not apply to email, messaging, and inbound callbacks, though scheduled callbacks remain unaffected by this limitation. Inactive callback conversations are automatically ended after 14 days without updates, though callbacks may remain actionable depending on the scenario. Best practices recommend that agents avoid creating internal ACD voicemails, as these generate unnecessary callback segments that consume agent utilization. Script designers can create callback instructions to guide agent call processing, while administrators and contact center managers use Architect's Create Callback action to configure callback scripts for call flows and access the Schedule Callbacks view to manage agent-initiated callbacks. Genesys Cloud supports callback functionality across multiple third-party integrations, including Genesys Cloud for Chrome, Salesforce, Zendesk, and Firefox, and provides developer tools that enable extended callback functionality without requiring API implementation. Documentation includes resources on callback , customer-first callbacks, agent-owned callbacks, preferred agent routing with scheduled callbacks, and callback placement, transfer, and dismissal procedures, with community support available for additional questions and a feedback mechanism for reporting content issues or providing input on documentation quality