Zoom extension for Omnichannel Callback

---
title: Zoom extension for Omnichannel Callback
description: The ServiceNow Zoom extension for Omnichannel Callback application enables other ServiceNow applications to display a Zoom callback option to users. The Zoom extension for Omnichannel Callback application is available through the ServiceNow Store.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/callback-over-zoom/zoom-extension-omni-callback.html
release: australia
product: Callback over Zoom
classification: callback-over-zoom
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Manage people and work, Conversational Interfaces]
---

# Zoom extension for Omnichannel Callback

The ServiceNow® Zoom extension for Omnichannel Callback application enables other ServiceNow® applications to display a Zoom callback option to users. The Zoom extension for Omnichannel Callback application is available through the ServiceNow® Store.

The Zoom extension for Omnichannel Callback app is a ServiceNow AI Platform® capability that enables users to request a callback over Zoom when the agent wait time is long, or agents are unavailable. Agents and users can collaborate over a Zoom meeting at a date and time requested by users.

## Features

Zoom extension for Omnichannel Callback offers the following capabilities:

-   Enables users to request a video callback from omnichannels such as Virtual Agent, Engagement Messenger, portals, and chats.
-   Enables agents and users to collaborate to resolve an issue.
-   Enables agents to join a Zoom meeting from an interaction record.
-   Imports the Zoom meeting transcript to the interaction record. The inserted transcripts are not sentiment analyzed.
-   Imports the Zoom meeting recording URL to the interaction record.
-   Displays the names of participants who attended the meeting.
-   Marks the interaction **Close complete** when the following conditions are met:
    -   Both the participants joined the meeting.
    -   The Zoom meeting has ended.