Schedule a call from a touchpoint
Plan and track customer calls to organize and manage follow-ups and outreach and maintain a complete interaction history.
Before you begin
The Omnichannel Callback for Customer Service Management (com.sn_omnichannel_callback) application must be installed with CRM Touchpoints to enable the click-to-call feature so agents can call customers from the touchpoint record.
Role required: sn_crm_touchpoint.touchpoint_writer
Procedure
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Navigate to Workspaces > CRM Workspace.
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Select the List icon [Omitted image "list-outline-24.svg"] Alt text:.
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Navigate to Touchpoints > All Touchpoints.
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Open the touchpoint record.
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Navigate to the Scheduled calls tab.
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Select New.
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On the Create New Callback form, fill in the fields.
For a description of the field values, see Create new callback form.
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Select Save.
Result
The call is scheduled and can be tracked from the touchpoint's Scheduled calls tab.
Parent Topic:Using Activity Management
Related topics
Configuring Activity Management
Install Omnichannel Callback for Customer Service Management
---
title: Schedule a call from a touchpoint
description: Plan and track customer calls to organize and manage follow-ups and outreach and maintain a complete interaction history.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/order-management/schedule-call-crm-touchpoint.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Activity Management, Sales automation apps, Use, Sales Customer Relationship Management]
---
# Schedule a call from a touchpoint
Plan and track customer calls to organize and manage follow-ups and outreach and maintain a complete interaction history.
## Before you begin
The Omnichannel Callback for Customer Service Management \(com.sn\_omnichannel\_callback\) application must be installed with CRM Touchpoints to enable the click-to-call feature so agents can call customers from the touchpoint record.
Role required: sn\_crm\_touchpoint.touchpoint\_writer
## Procedure
1. Navigate to **Workspaces** > **CRM Workspace**.
2. Select the List icon \[Omitted image "list-outline-24.svg"\] Alt text:.
3. Navigate to **Touchpoints** > **All Touchpoints**.
4. Open the touchpoint record.
5. Navigate to the **Scheduled calls** tab.
6. Select **New**.
7. On the Create New Callback form, fill in the fields.
For a description of the field values, see [Create new callback form](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/order-management/create-call-touchpoint-form.md).
8. Select **Save**.
## Result
The call is scheduled and can be tracked from the touchpoint's **Scheduled calls** tab.
**Parent Topic:**[Using Activity Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/order-management/using-activity-management.md)
**Related topics**
[Configuring Activity Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/order-management/configuring-activity-management.md)
[Activity Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/order-management/explore-activity-management.md)
[Install Omnichannel Callback for Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/install-csm-omni-callback-app.md)
| title | Schedule a call from a touchpoint |
| description | Plan and track customer calls to organize and manage follow-ups and outreach and maintain a complete interaction history. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/order-management/schedule-call-crm-touchpoint.html |
| release | brazil |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Activity ManagementSales automation appsUseSales Customer Relationship Management |