Zoom extension for Omnichannel Callback

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • The ServiceNow® Zoom extension for Omnichannel Callback application enables other ServiceNow® applications to display a Zoom callback option to users. The Zoom extension for Omnichannel Callback application is available through the ServiceNow® Store.

    The Zoom extension for Omnichannel Callback app is a ServiceNow AI Platform® capability that enables users to request a callback over Zoom when the agent wait time is long, or agents are unavailable. Agents and users can collaborate over a Zoom meeting at a date and time requested by users.

    Features

    Zoom extension for Omnichannel Callback offers the following capabilities:

    • Allows users to request a video callback from omnichannels such as Virtual Agent, Engagement Messenger, portals, and chats.
    • Enables agents and users to collaborate to resolve an issue.
    • Enables agents to join a Zoom meeting from an interaction record.
    • Imports the Zoom meeting transcript to the interaction record. The inserted transcripts are not sentiment analyzed.
    • Imports the Zoom meeting recording URL to the interaction record.
    • Displays the names of participants who attended the meeting.
    • Marks the interaction Close complete when the following conditions are met:
      • Both the participants joined the meeting.
      • The Zoom meeting has ended.