Callback feature configuration form

---
title: Callback feature configuration form
description: Description of the Callback feature configuration form fields.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/em-callback.html
release: australia
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Engagement Messenger reference, Reference, Customer Service Management]
---

# Callback feature configuration form

Description of the Callback feature configuration form fields.

-   For more information about how to configure Omnichannel Callback for Customer Service Management \(CSM\), see[Configuring Omnichannel Callback for Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-omni-callback.md)
-   For more information about how to manage a callback from an agent using Engagement Messenger, see [Working with callback requests using Engagement Messenger](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/request-callback-from-em.md)

<table id="table_opq_wb1_g4b"><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Choose how to display the card

</td><td>

The type of display for the feature card on the messenger's home page. The available options are:-   **Use an image in a card**: Shows a feature card as a clickable image.
-   **Use a title and subtitle in a card**: Shows a title and subtitle text as a display feature card

</td></tr><tr><td>

Image

</td><td>

An image that appears as a feature card on the messenger's home page and has a portal or catalog link embedded in it.**Note:** This field appears only when **Use an image in a card** is selected from the **Choose how to display the card** field.

</td></tr><tr><td>

Use a title and subtitle in a card

</td><td>

-   **Title text:** Title of the feature widget in the messenger.
-   **Subtitle text**: Description for the feature widget in the messenger.

 **Note:** This field appears only when **Use a title and subtitle in a card** is selected from the **Choose how to display the card** field.

</td></tr><tr><td>

Page type

</td><td>

The portal page that opens within the messenger when the user clicks on the feature card. By default **em\_show\_callback** is set to a portal page. For more information, see [Requirements for embedding portal pages in Engagement Messenger](https://community.servicenow.com/community?id=community_article&sys_id=9a1b08a91be30114a59033f2cd4bcbc4).

</td></tr><tr><td>

Enable for authenticated users

</td><td>

Option for enabling the Callback feature for users who sign in to the website that hosts the messenger.

</td></tr></tbody>
</table>