Omnichannel Callback for Customer Service Management

---
title: Omnichannel Callback for Customer Service Management
description: Omnichannel Callback for Customer Service Management enables a callback option to be provided for customers when there is a long wait time for a live agent.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/omni-callback-csm.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure Omnichannel Callback, Configure voice, Configure omnichannel, Configure, Customer Service Management]
---

# Omnichannel Callback for Customer Service Management

Omnichannel Callback for Customer Service Management enables a callback option to be provided for customers when there is a long wait time for a live agent.

Omnichannel Callback for Customer Service Management offers an option for customer service agents to call customers back when the wait time for agents is long or agents are unavailable. For more information, see [Omnichannel Callback](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/omnichannel-callback.md).