Callback requests by agents

---
title: Callback requests by agents
description: Agents can create callback requests on behalf of customers directly from CRM Workspace when customers request a return call or when follow-up is needed.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/callback-requests-agents-customer.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use omnichannel callback, Customer communication, Use, Customer Service Management]
---

# Callback requests by agents

Agents can create callback requests on behalf of customers directly from CRM Workspace when customers request a return call or when follow-up is needed.

## When to use agent-scheduled callbacks

Agents typically schedule callbacks in the following scenarios:

-   A customer requests a callback at a specific time during a chat, voice, email, or messaging conversation.
-   An agent must follow up with a customer after gathering additional information.
-   An agent is working on a case that requires a scheduled follow-up call.

## How it works

Agent-scheduled callbacks can be created from:

-   Omnichannel interactions: Chat, voice, email, and messaging interactions
-   Case records: Directly from customer service cases

    When an agent schedules a callback:

    -   The agent enters callback details including the customer's preferred callback number, date and time, reason for the call, and a short description.
    -   The callback is linked to the related case or interaction for context.
    -   At the scheduled time, a callback interaction is created and routed to agents.

## Managing agent-scheduled callbacks

Agents can perform the following actions on scheduled callbacks:

-   View: View active callbacks in the Scheduled Callbacks list view or as tiles in the contextual side panel.
-   Reschedule: Change the date and time of a scheduled callback.
-   Cancel: Cancel callbacks that are no longer needed.
-   Accept: Accept callback interactions when they’re routed.

**Related topics**  


[Schedule a callback for a customer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/agent-scheduled-callbacks.md)

[View scheduled callbacks](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/view-scheduled-callbacks.md)

[View related callbacks in the contextual side panel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/view-related-callbacks-contextual-side-panel.md)

[Reschedule a callback](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/reschedule-callback.md)

[Cancel a callback](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/cancel-callback.md)