Scheduled callbacks API: assign a callback to a specific agent within a queue?

API and Webhooks Contact Center
1

Hi everyone,

We’re using POST /v2/contact_center/queues/{queueId}/scheduled_callbacks/events to book callbacks for our customers, and it works fine. The request body only accepts start_time (from the supportive_slots endpoint) and attendees, though, so the callback gets distributed to whichever agent in the queue is available at that time.

Use case: a customer has been working with a specific agent (e.g. an ongoing case or account manager), and we want the scheduled callback to be handled by that same agent, while keeping the callback in the shared queue (for reporting, SLAs, recording policies, etc.).

What we’d like to avoid: creating a dedicated queue per agent just to target callbacks. With many agents, that becomes hard to maintain and clutters reporting.

Questions:

  1. Is there any field (documented or upcoming) in the scheduled callbacks API to set a target or preferred agent, e.g. user_id or agent_id?
  2. If not, is there a recommended pattern to achieve this?
  3. When a scheduled callback is executed, does it go through a flow where we could apply custom routing logic, or is it delivered directly to the queue?
  4. If none of this is currently possible, is it on the roadmap? We’d be happy to submit it as a feature request.

Thanks in advance!