Working with callback requests from customers

---
title: Working with callback requests from customers
description: Customers can request a callback from an agent when the wait time to reach an agent is too long or agents are unavailable.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/request-callback-from-agent.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]
---

# Working with callback requests from customers

Customers can request a callback from an agent when the wait time to reach an agent is too long or agents are unavailable.

## Callback requests by customers

Customers can request a callback either as soon as possible or at a preferred date and time from one of the following channels:

-   Virtual Agent
-   Customer Service Portal
-   Engagement Messenger

Customers can request an immediate callback on a voice channel such as phone or schedule a video callback over Zoom.

## Callback requests for agents

The agents can perform the following actions:

-   Review the context of the interaction such as knowledge base article views, search history, and the Virtual Agent conversation before calling the customer to become familiar with the context.
-   Use the **Click-to-call** button to make a voice call to a customer either as soon as possible or at a scheduled date and time.
-   Use the Zoom meeting URL to make a video call to a customer at a scheduled date and time.
-   Retry the callback if the customer does not accept the call.
-   Reroute the callback request to a different agent.