---
sourceDocument: Zurich Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/customer-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Omnichannel Callback for Customer Service Management

# Omnichannel Callback for Customer Service Management {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Omnichannel Callback for Customer Service Management enables a callback option to be provided for
customers when there is a long wait time for a live agent.

Omnichannel Callback for Customer Service Management offers an option for customer service agents to call
customers back when the wait time for agents is long or agents are unavailable. For more
information, see [Omnichannel Callback](https://www.servicenow.com/docs/access?context=omnichannel-callback&version=zurich&pubname=zurich-conversational-interfaces&ft:locale=en-US).