Is there any way to create a callback request through the API?

Hey ​@Jay G 👋 Jacques here from Intercom Support. I hope all is well today!

As far as I know, the last_inbound_call_estate attribute is primarily managed through the phone workflow and can only be modified by Fin through this workflow. There is no direct method to set this attribute to Awaiting callback for any conversation outside of the phone workflow, either through the API or a messenger workflow.

The phone workflow allows for various actions, such as routing calls, setting up IVR options, and enabling callbacks, but these are all tied to the phone system and its specific triggers and conditions. The last_inbound_call_estate attribute is likely designed to be updated automatically based on the state of the call within this workflow, ensuring that the system accurately reflects the current status of inbound calls.

If you are looking to integrate a similar functionality outside of the phone workflow, you would need to explore custom solutions or workarounds, such as using other conversation attributes or tags to indicate that a callback is needed and then manually managing these within your team's processes. However, this would not replicate the automatic behaviour tied to the last_inbound_call_estate attribute within the phone workflow.