Omnichannel Callback

Configure callback behavior for a channel using the callback parameters. You can create a separate callback configuration for each supported conversational integration channel.

Omnichannel Callback enables agents to handle callback requests. Use this information to set up and configure the features and components for your implementation.

Customize the default callback topics as per your requirements.

Omnichannel Callback is a ServiceNow AI Platform capability that enables agents to call users back instead of requiring them to wait in a queue.

Review the following information before you start setting up Omnichannel Callback.

You can install the Omnichannel Callback application (sn_omni_callback) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.

Activating the Omnichannel Callback plugin installs user roles, scheduled jobs, and tables on your instance.

Domain separation is supported for Omnichannel Callback. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

Reference topics provide additional information that you can use to configure and administer Omnichannel Callback.

ServiceNow Omnichannel Callback app enables other ServiceNow apps to display or announce callback options to users. The Omnichannel Callback app is available through the ServiceNow Store.

Use Workspace to work on callback records originating from Omnichannel Callback.