--- title: "Custom Callback Template" slug: "custom-callback-template" updated: 2025-05-23T13:18:18Z published: 2025-05-23T13:18:18Z canonical: "docs.natterbox.com/custom-callback-template" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.natterbox.com/llms.txt > Use this file to discover all available pages before exploring further. # Custom Callback Template ![](https://cdn.document360.io/c81c490c-daaa-4ebd-a3c3-1a2dee8b7617/Images/Documentation/custom-callback-template-in-the-natterbox-call-center-configuration-image-f1heejz7.png?sv=2026-02-06&spr=https&st=2026-10-12T06%3A04%3A19Z&se=2026-10-12T07%3A04%3A19Z&sr=c&sp=r&sig=vooQ%2FQMkKbUOWNySTvw0C8RJX2%2BptM7aK5pJrgFL%2Fy8%3D) These text fields allow a customised callback template to be specified. Salesforce only allows 255 characters in custom settings text fields, which is normally not enough for a real-world template, so it is possible to overflow onto Custom Callback Template 2 and 3 as necessary. Always end the section before an overflow at a line ending. Salesforce removes all extra lines before and after a text entry, so a newline is automatically entered by the CTI between the overflow fields. ## Callback Template The custom callback template describes an additional task object that can be created, separate to the wrap up task object, which would be added whenever a call is set for callback. It consists of an arbitrary number of lines made up of the following syntax: [?]: The table is always Task - there is no option to edit this. For all other lines, the key is a column name, and the value is the value to write to that column. Macros can be used in value strings, but not in keys. The ? modifier tells the text processor that if the value evaluates to null, then the column should not be written to. ### Substitution Table The following variable substitution table is available for macros: | **Variable name** | **Description** | | --- | --- | | LoggedInUserId | Salesforce Id of the currently logged in user | | CallType | Inbound, Outbound or Internal | | CallDurationSeconds | Duration of the call (including ringing) in seconds | | WrapupCode | Integer call completion result code, one of the selection from the call center configuration, selected by the user at the end of the call | | WrapupString | String value associated (in the call center configuration) with the integer WrapupCode | | WrapupLabel | String value associated with the integer WrapupCode. This will always expand to the original label, regardless of whether wrapup locales are set. | | WrapupCode_0 | Integer call completion result code, one of the selection from the call center configuration, selected by the user at the end of the call for a wrapup with a nested wrap applied (this can also be used interchangeably with WrapupCode when there is no nested wrapup) | | WrapupString_0 | String value associated (in the call center configuration) with the integer WrapupCode for a wrapup with a nested wrap applied (this can also be used interchangeably with WrapupString when there is no nested wrapup) | | WrapupLabel_0 | String value associated with the integer WrapupCode. This will always expand to the original label, regardless of whether wrapup locales are set. | | WrapupCode_1 | Integer call completion result code, one of the selection from the call center configuration, selected by the user at the end of the call for a nested wrapup | | WrapupString_1 | String value associated (in the call center configuration) with the integer WrapupCode for a nested wrapup | | WrapupLabel_1 | String value associated with the integer WrapupCode. This will always expand to the original label, regardless of whether wrapup locales are set. | | WrapupDurationSeconds | Duration in seconds from the point that the call is Hung Up to the point that the agent presses the Done button on the CTI wrap up. | | CallDateTimeLocal | Date rendered as a string that is the time of the start of the call in the User's time zone | | CallDateTimeSalesforce | UTC/GMT Date/Time of the start of the call, rendered into Salesforce's preferred format | | CallUUID | Unique identifier assigned by the switch to the call | | CallRecordingLink | Expands to a valid call recording link when the call has been recorded | | OtherParty | The other party's phone number | | LogMessage | The log message the user typed into the CTI user interface at the end of the call | | LeadOrContact | The Id of a Lead or Contact associated with the call, which can be written to the WhoId column in a Task | | RelatedTo | The Id of an object related to the call. Can be written to the WhatId column in a Task | | AccountId | The Id of an account related to the call | | Picklist | A value from the selection in the call center configuration, selected by the user | | CallbackMessage | Visibility of textbox for adding callback notes | | CallbackDateTimeSalesforce | UTC/GMT Date/Time of the callback, rendered into Salesforce's preferred format | ## Default Template This template is used when no custom changes are required. OwnerId: {LoggedInUserId} Subject: Call -To close ActivityDate: {CallbackDateTimeSalesforce} CallObject: {OtherParty: IFNULL Natterbox} Priority: Normal Status: Not Started ?WhoId: {LeadOrContact} ?WhatId: {RelatedTo}Description:{CallbackMessage}