Queue callback functionality is now available

We’ve added queue callback support to the Telnyx voice stack to give our customers a better way to manage call queues and reduce hold times. If a caller chooses to receive a callback but hangs up before reaching an agent, you can now preserve their place in the queue using the new keep_alive_after_hangup flag. So you can initiate a return call automatically, when the next agent is available or based on your own logic.

This new feature puts more control in the hands of the caller and helps your team deliver smoother, more efficient voice experiences.

What you get with Telnyx queue callback

• Callback without waiting on hold: When a caller chooses the callback option, they can end the call but keep their spot in line. No need to stay on the line or listen to hold music.
• Seamless integration with your call flow: Works with existing Telnyx call control logic. Easily plug into your queue management system or contact center platform.
• Improved caller experience: Reduce dropped calls and frustration by giving users more flexibility,especially during peak hours or after-hours routing.

Why it matters

Nobody likes waiting on hold. This feature makes it easier for your team to manage call queues while respecting the caller’s time. Whether you're running a support line, appointment desk, or contact center, queue callback gives you a smarter way to stay connected without tying up your phone lines.

Getting started

1. Set keep_alive_after_hangup = true when queueing a call using the Update Call in Queue API.
2. If the original caller hangs up before their call is bridged, Telnyx will return an error when you attempt the bridge.
3. That error response will include full call details, which your system can use to initiate a callback via your own flow.