Virtual Agent Callback feature

[snehalataka]

I need solution for below scenario..

When no Live Agent is available Virtual Agent User should be able to schedule call or chat back  in their preferred time. How to configure and enable these feature in VA?

[ramesh_ayyagari]

To enable call or chat back scheduling in your Virtual Agent when no Live Agent is available, you'll need to configure the following settings:

1. Enable the "Schedule Callback" feature:

Go to your Virtual Agent's settings.
Look for the "General" or "Advanced" settings section.
Enable the "Schedule Callback" option if it's available.
2. Customize the scheduling options:

Configure the scheduling window: Specify the earliest and latest times that users can schedule callbacks.
Determine the available time slots: Define the specific time blocks when users can choose to schedule.
Set a maximum number of callbacks per user: Limit the number of callbacks a single user can schedule within a certain period.
3. Integrate with a calendar system (optional):

If you want to synchronize scheduled callbacks with a calendar system like Google Calendar or Microsoft Outlook, configure the integration. This will automatically add callbacks to the user's calendar.
4. Provide clear instructions to users:

Inform users about the availability of the "Schedule Callback" feature when a Live Agent is unavailable.
Guide users through the process of scheduling a callback, including how to select their preferred time and date.
5. Handle scheduled callbacks effectively:

• Ensure that your team has a process for managing and following up on scheduled callbacks.
  Assign agents to handle callbacks at the scheduled times.
• Track and monitor callback performance to identify areas for improvement.

[snehalataka]

Hi Ramesh,

Thank you for the solution you provided but I can not find "Schedule Callback" option under virtual agent setting and also there is no Advance option available. Please help to find this Schedule Callback option. Also could you please elaborate below things

Customize the scheduling options- Where we need to customize these things if Schedule callback option is not present under VA. 

Instead of these option do we have any other feature in VA to schedule callback or chatback? 

[ramesh_ayyagari]

I apologize if my previous response was unclear. It seems that there might be a discrepancy between the specific version or configuration of your ServiceNow instance and the features I described.

Regarding the "Schedule Callback" option:

• Verify Instance Configuration: Please double-check if your ServiceNow instance has the Virtual Agent module enabled and if the "Schedule Callback" feature is specifically activated within its settings.
• Check for Updates: If you haven't done so recently, consider updating your ServiceNow instance to the latest version to ensure you have access to the most recent features and functionalities.
• Consult with Admin: If you're still unable to locate the "Schedule Callback" option, reach out to your ServiceNow administrator for assistance. They can verify the configuration and provide guidance tailored to your specific environment.

Customizing Scheduling Options:

If the "Schedule Callback" option is indeed unavailable, you might need to explore alternative methods to customize scheduling within your Virtual Agent. Here are some possibilities:

• Integrate with External Calendar: If your organization uses a third-party calendar application (e.g., Google Calendar, Outlook), you could potentially integrate it with your Virtual Agent to enable scheduling. This might involve using APIs or custom scripts to synchronize appointments and availability.
• Leverage Scripting: ServiceNow offers scripting capabilities that you could use to create custom logic for scheduling callbacks or chatbacks. However, this approach requires technical expertise and careful implementation to ensure it functions correctly and securely.
• Explore Other VA Features: While the "Schedule Callback" option might not be directly available, there might be other features within the Virtual Agent that can be used to achieve similar outcomes. For example, you could use the "Transfer Chat" functionality to route the conversation to a human agent who can schedule a callback.

Additional Considerations:

• Business Requirements: Before implementing any scheduling solution, carefully consider your organization's specific needs and requirements. Factors such as the desired level of automation, integration with existing systems, and security considerations should be taken into account.
• Best Practices: If you decide to use custom scripting or integrations, ensure that your approach aligns with ServiceNow best practices and security guidelines to avoid potential vulnerabilities.
• Documentation: If you implement a custom solution, document it thoroughly to facilitate maintenance and troubleshooting.

By following these steps and carefully considering your specific requirements, you should be able to find a suitable approach to scheduling callbacks or chatbacks within your ServiceNow Virtual Agent.

[Ct111]

I believe some level of custom solution might be required to achieve this implementation.

You can take some idea from below steps.

Customization

🔹 1. Create a Table (optional but recommended)

Name: Scheduled Callback

Fields: Caller, Channel (Call/Chat), Preferred Date, Preferred Time, Status

🔹 2. Build a VA Topic

Go to Virtual Agent > Designer

Create new topic → “Schedule a callback/chatback”

Add prompts to capture:

Call or Chat preference

Preferred date/time (use datetime picker control)

Store responses into variables

🔹 3. Add Flow Designer Action

In the topic, insert “Call Flow” → Flow Designer

Create a Flow:

Inputs = variables from VA (date, time, user, channel)

Action = Create record in Scheduled Callback table

🔹 4. Notify / Assign to Agent

Use Advanced Work Assignment (AWA) or Workforce Optimization (WFO) to route the request when time arrives

OR use a Scheduled Job/Flow to:

Trigger at stored date/time

Send Outbound Notification (email/SMS/VA chat invite) to user

Assign task to live agent queue

🔹 5. Enable Entry Point

Add this new topic to VA entry points (e.g., “I want a callback”).

✅ Result: User can schedule a callback/chatback, system stores the request, and a Flow/AWA job ensures agents reach out at the chosen time.