Add a schedule call activity to a telesales workflow sequence

task brazil Updated Sep 10, 2026 2 min read add-schedule-call-activity.md

Add a schedule call activity in your sequences to support telesales workflows.

Before you begin

Review feature support information in Compatibility information for Customer Engagement Sequences.

Delegated developer roles must be assigned to designated users. For more information, see Grant delegated developer permissions for managing sequences.

Role required: sn_crm_sequence.admin, sn_crm_sequence.writer

About this task

You can add the Schedule call activity with other activities in a stage or in its own stage.

Procedure

Navigate to Workspaces > CRM Workspace.
Select the List icon [Omitted image "list-outline-24.svg"] Alt text:.
Navigate to Sequences > All Sequences.
Select a sequence that you're creating or updating.
In the sequence diagram, create a stage to add the activity.

For more information, see Add and configure a stage in a playbook.
Within a stage, select the Add icon [Omitted image "circle-plus-fill-24.svg"] Alt text:.
Open the activity picker by selecting the Add an activity icon [Omitted image "square-outline-24.svg"] Alt text:.
On the Add activity screen, search for and select Customer Engagement Sequences > Schedule call.

Note: The options available in the activity picker vary by release. For compatibility information, see Compatibility information for Customer Engagement Sequences.
On the Details tab of the Schedule call properties pane, enter a name to appear on the Sequence Steps tab during runtime in the Label field.

For example, you might enter Call attempt 1.
On the Automation tab, fill in the fields.

For a description of the field values, see Automation form fields.
Select Save and close.

Parent Topic:Create a customer engagement sequence

Related topics

Start with delay input properties

Add decision nodes to a sequence

Omnichannel Callback

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---
title: Add a schedule call activity to a telesales workflow sequence
description: Add a schedule call activity in your sequences to support telesales workflows.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/order-management/add-schedule-call-activity.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Create sequences, Customer Engagement Sequences, Sales automation apps, Use, Sales Customer Relationship Management]
---

# Add a schedule call activity to a telesales workflow sequence

Add a schedule call activity in your sequences to support telesales workflows.

## Before you begin

Review feature support information in [Compatibility information for Customer Engagement Sequences](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/order-management/compatibility-matrix-upgrade-info.md).

To support the ability for your agents to initiate outbound calls from the sequence task, your instance must be integrated with platforms such as Amazon Connect. The Omnichannel Callback application \(sn\_omni\_callback\) must also be installed. For more information, see [Install Omnichannel Callback](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/install-omnichannel-callback.md).

Delegated developer roles must be assigned to designated users. For more information, see [Grant delegated developer permissions for managing sequences](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/order-management/grant-delegated-developer-permissions.md).

Role required: sn\_crm\_sequence.admin, sn\_crm\_sequence.writer

## About this task

You can add the Schedule call activity with other activities in a stage or in its own stage.

## Procedure

1. Navigate to **Workspaces** &gt; **CRM Workspace**.

2. Select the List icon \[Omitted image "list-outline-24.svg"\] Alt text:.

3. Navigate to **Sequences** &gt; **All Sequences**.

4. Select a sequence that you're creating or updating.

5. In the sequence diagram, create a stage to add the activity.

For more information, see [Add and configure a stage in a playbook](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/build-workflows/add-configure-stage.md).

6. Within a stage, select the Add icon \[Omitted image "circle-plus-fill-24.svg"\] Alt text:.

7. Open the activity picker by selecting the Add an activity icon \[Omitted image "square-outline-24.svg"\] Alt text:.

8. On the Add activity screen, search for and select **Customer Engagement Sequences** &gt; **Schedule call**.

**Note:** The options available in the activity picker vary by release. For compatibility information, see [Compatibility information for Customer Engagement Sequences](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/order-management/compatibility-matrix-upgrade-info.md).

9. On the Details tab of the Schedule call properties pane, enter a name to appear on the Sequence Steps tab during runtime in the **Label** field.

For example, you might enter `Call attempt 1`.

10. On the Automation tab, fill in the fields.

For a description of the field values, see [Automation form fields](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/order-management/sequences-automation-form-fields.md).

11. Select **Save and close**.

**Parent Topic:**[Create a customer engagement sequence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/order-management/create-customer-engagement-sequence.md)

**Related topics**

[Start with delay input properties](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/build-workflows/start-with-delay-properties.md)

[Add decision nodes to a sequence](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/order-management/add-decision-nodes-sequences.md)

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