Configuring Omnichannel Callback

---
title: Configuring Omnichannel Callback
description: Omnichannel Callback enables agents to handle callback requests. Use this information to set up and configure the features and components for your implementation.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/conversational-interfaces/omnichannel-callback/configuring-omnichannel-callback.html
release: brazil
product: Omnichannel Callback
classification: omnichannel-callback
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Omnichannel Callback, Manage people and work, Conversational Interfaces]
---

# Configuring Omnichannel Callback

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

## Configuration overview

You can enable the callback feature and configure one or more callback channels by navigating to **Conversational Interfaces** > **Settings** > **General** > **Omnichannel Callback** and selecting **Manage**. The callback behavior per channel can be set by configuring the following callback parameters: Topic, Maximum callback attempts, and the callback timeout threshold. For more information, see [Configure callback behavior for a channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/omnichannel-callback/configure-callback-behavior.md).

Omnichannel Callback includes the default Callback-Phone and Callback-General topics. These topics are triggered when agents are not available or the agent wait time is longer than the callback threshold time, which is the average of the most recent AWA queue time. You can customize the default callback topics to meet your requirements. For more information, see [Customize a default callback topic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/omnichannel-callback/customize-callback-topic.md).

1.  [Get started with Omnichannel Callback](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/omnichannel-callback/get-started-with-omnichannel-callback.md)

    Review this information before you start setting up Omnichannel Callback.

2.  [Install Omnichannel Callback](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/omnichannel-callback/install-omnichannel-callback.md)

    You can install Omnichannel Callback if you have the admin role.

3.  [Configure callback behavior for a channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/omnichannel-callback/configure-callback-behavior.md)

    Configure callback behavior for a channel using the callback parameters.

4.  [Customize a default callback topic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/omnichannel-callback/customize-callback-topic.md)

    Customize the default callback topic to meet your requirements.