Omnichannel Callback for Customer Service Management release notes

  • Release version: Store
  • Updated July 9, 2026
  • 2 minutes to read
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    Summary of Omnichannel Callback for Customer Service Management release notes

    The Omnichannel Callback for Customer Service Management (CSM) application enhances callback capabilities tailored for CSM use cases. It improves both customer and agent experiences by integrating callback scheduling, management, and tracking within the ServiceNow platform. This application supports multiple interaction channels including chat, voice, email, and messaging, and extends the ServiceNow CSM data model to accommodate callback-specific workflows.

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    Key Features

    • Agent-scheduled callbacks: From version 1.6.0 (March 2026), agents can create, reschedule, and cancel callbacks on behalf of customers directly from the CSM Configurable Workspace. This functionality is accessible from omnichannel interactions or open case records, with clear indicators distinguishing agent-created callbacks. Agents also have visibility of all scheduled callbacks and related callback lists on Case and Interaction pages for enhanced context.
    • Customer-scheduled callbacks: Starting in version 1.5.1 (December 2025), customers can select preferred callback times in addition to the ASAP option, improving flexibility and customer convenience.
    • Callback transfer enhancements: Agents can transfer callback requests before dialing, supported by a view of available queues and agents to facilitate effective call management.
    • Expanded callback data capture: The Reason for Call field has been enhanced with additional choice values to better document callback purposes.
    • Support for CCaaS integration: Version 1.4.0 (August 2025) introduces data model changes and APIs enabling Contact Center as a Service (CCaaS) systems to create, update, route, and close callback tasks within ServiceNow, with callback context visible to agents in the workspace inbox.
    • Continuous improvements: Numerous minor defect fixes and problem resolutions have been included across multiple versions to ensure stability and performance.

    Practical Benefits for ServiceNow Customers

    • Enables seamless scheduling and management of callbacks by both customers and agents, improving customer service responsiveness and agent efficiency.
    • Integrates callbacks into the ServiceNow CSM workspace, providing agents with clear context and control over callback interactions across multiple channels.
    • Facilitates better customer interaction handling through callback transfers and expanded reason tracking, leading to improved operational workflows.
    • Supports integration with external contact center platforms (CCaaS), extending callback functionality and data synchronization within ServiceNow.
    • Ensures ongoing product stability and feature enhancements through regular updates and fixes.

    Version history for the Omnichannel Callback for Customer Service Management application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 1.7.0 - July 2026
    Minor defect fixes
    Version 1.6.0 - March 2026
    • Agent-scheduled callbacks
      • In addition to customer-scheduled callbacks, agents can now create callbacks on behalf of customers from CSM Configurable Workspace. Agent-scheduled callbacks can be created from any omnichannel interaction (chat, voice, email, messaging) or case records. Agents can schedule, reschedule, and cancel callbacks.
        • Agents can schedule callbacks on behalf of customers directly from an open Case page or a work-in-progress (WIP) Interaction page.
        • Agents can reschedule or cancel callbacks from the callback task record page.
        • Agents can view all scheduled callbacks in list view and open individual callback records for action.
        • Agents can see related callbacks as a related list on both Case and Interaction pages for better context.
        • Agents can easily identify agent-created callbacks through a new indicator displayed on the callback record page and in the callback context card within Workspace.
    Version 1.5.1 - December 2025
    • Equip agents to transfer the callback requests before dialing the call, enhancing flexibility in managing customer interactions.
    • Enable scheduled callbacks, allowing customers to choose a preferred callback time in addition to the existing ASAP option.
    • Facilitate agents toview the list ofqueues and other agents for easier callback transfers and efficient customer management.
    • Capture callback reasons more effectively with the expanded Reason for Call field, which includes additional choice values.
    Version 1.4.0 - August 2025
    • Changes to support handling CCaaS asap callback on configurable workspace:
      • Datamodel changes to support external callbacks and to show callback context to the agents
      • APIs to enable CCaaS to create/update/route/close callback tasks in ServiceNow
      • Show CCaaS related callback parameters in the AWA Inbox
    Version 1.3.2 - February 2025
    Minor bug fixes.
    Version 1.3.0 - November 2024
    Minor bug fixes.
    Version 1.2.1 - August 2024
    Fixed minor issues.
    Version 1.2.0 - May 2024
    Minor fixes.
    Version 1.0.7 - February 2024
    Problem fixes and other issues.
    Version 1.0.6 - November 2023
    Minor fixes.
    Version 1.0.5 - August 2023
    Minor fixes.
    Version 1.0.4 - June 2023
    Fixes.
    Version 1.0.3 - March 2023
    Fixes.
    Version 1.0.0 - February 2023
    Omnichannel Callback for Customer Service Management extends Omnichannel Callback capabilities to support CSM specific use cases. This includes customer experience, agent experience and CSM data model support.