Cancel a callback

---
title: Cancel a callback
description: Cancel scheduled callbacks when customers no longer require the callback or the issue has been resolved through other means.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/cancel-callback.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Callback requests by agents, Use omnichannel callback, Customer communication, Use, Customer Service Management]
---

# Cancel a callback

Cancel scheduled callbacks when customers no longer require the callback or the issue has been resolved through other means.

## Before you begin

Role required: sn\_omni\_callback.callback\_writer

## About this task

Cancel is visible only to agents with the sn\_omni\_callback.callback\_writer role.

## Procedure

1.  Navigate to **Workspaces** > **CSM/FSM Configurable Workspace.**.

2.  Select the List icon \(\[Omitted image "list-icon-callback.png"\] Alt text: List icon to view callback list\)

3.  In the Callbacks section, select **Scheduled callbacks.**

4.  Access the callback task record page by either:

    -   Selecting the callback in the Scheduled Callbacks list view, or
    -   Selecting the callback tile in the contextual side panel.
5.  In the confirmation modal that appears, confirm the cancellation.

6.  Select **Yes** to confirm.


## Result

-   A confirmation message displays indicating the callback has been successfully canceled.
-   The callback task state is set to Canceled.