Omnichannel Callback release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
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    Summary of Omnichannel Callback Release Notes

    The Omnichannel Callback application on the ServiceNow Store enhances callback management across multiple communication channels. It supports scheduling, routing, and managing callbacks through various integrations including phone, messaging platforms, and Virtual Agent. The release notes detail improvements, new features, and fixes from version 1.1.0 (August 2022) through 2.0.8 (June 2026).

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    Key Features

    • Multi-Channel Callback Support: Enables callbacks across voice, video, and conversational platforms such as Slack, Microsoft Teams, Facebook Messenger, and others.
    • Scheduled and Immediate Callbacks: Allows users to request callbacks at specified times or have them auto-scheduled.
    • Integration with Virtual Agent: Supports callback requests via both Virtual Agent chat and IVR, with centralized API mechanisms for CCaaS integration.
    • Callback Metadata and Security: Stores detailed metadata including voicemail information and supports enhanced security models with specific roles and ACLs for managing callback tasks.
    • Administrative Enhancements: Configuration settings for callbacks have been streamlined under the Conversational Interfaces module to support all integration channels.
    • Callback Task Management: Features include reasons for closing or retrying callbacks, transcript and recording support for voice callbacks, and agent identification when creating callbacks.

    Improvements and Fixes

    • Code refactoring and defect fixes ensuring better stability and performance.
    • Configurable time intervals between callback reattempts for improved customer experience.
    • Routing enhancements to associate callbacks with the correct agents and source records like leads or opportunities.
    • Support for handling external callbacks and additional parameters from CCaaS providers.
    • Bug fixes addressing data consistency issues, choice value corrections, and API behavior.

    What ServiceNow Customers Can Expect

    Customers implementing Omnichannel Callback can expect a robust, flexible solution for managing callbacks across multiple communication platforms, enabling improved customer engagement and operational efficiency. The application provides enhanced control for agents and administrators, better integration with third-party contact center as a service (CCaaS) providers, and a more secure and manageable callback process. Continuous updates ensure alignment with evolving communication needs and platform security standards.

    Version history for the Omnichannel Callback 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 2.0.8 - June 2026 (Australia)
    Code refactoring changes and defect fixes. There are no major changes in functionality.
    Version 2.0.7 - March 2026 (Australia)
    • Add a boolean column in callback table to identify if the callback is created by agent
    • Defect fixes.
    Version 2.0.5 - December 2025 (Zurich)
    • UI Policy script to remove specific reason_type choices for end user.
    • [Callback] Time between reattempts of callback must be configurable (#205)
    • Callback assign to fix for handling on initial callback external request.
    • [CCaaS Callback] Need data model support to enable CCaaS to route callbacks to the agent that scheduled the callback
    • The datamodel changes to store metadata related to voicemail in callback task table
    • Added new field in callback table and system property configuration
    • Need support to associate source records like lead, oppt to callback task record
    • Added callback_author role and ACLs for editing Callback Tasks.
    • [CCaaS Callback][VA] Support for requesting CCaaS callback (immediate/scheduled), viewing scheduled callbacks and rescheduling/cancelling callbacks (#223)
    • [CCaaS Callback] Central mechanism to enable use of CCaaS APIs when user requests callback from VA, Web Embeddebable, Portal, EM and Agent Workspace (#220)
    • Central mechanism to call CCass API - update sys_cs_callback on getting resposne from third party
    • Fixed bugs
    Version 2.0.2 - August 2025 (Zurich)
    • Support external callback and storing additional parameters that CCaaS provides
    • External callbacks should not be routed by default callback request routing
    • Populate callback assigned to field with first interaction assigned to field of callback
    • Enhanced Security Model Adoption Zurich Directive for callback
    • Callback create, update and reattempt API
    Version 1.10.8 - August 2024 (Xanadu)
    Minor bug fixes.
    Version 1.10.1 - November 2023
    Minor fixes.
    Version 1.9.0 - August 2023 (Vancouver)
    Minor fixes.
    Version 1.8.3 - May 2023
    Fixed: Incorrect choice value for reason_type in sys_cs_callback.
    Version 1.8.1 - February 2023
    • New:
      • Added support for scheduled callback at a specified date and time in addition to auto-scheduled callback.
      • Added support for video as an outbound channel to complement existing support for voice.
      • Support callback on all existing conversational integration channels, for example, Slack, Microsoft Teams, Web, Mobile, Facebook Messenger, Facebook Workplace, in addition to Phone.
      • Added new out-of-the-box topics for messaging and chat channels.
      • Support for customers using both Virtual Agent chat and Virtual Agent IVR in the same instance.
    • Changed: Admin configuration has been moved from Conversational Interfaces > Settings > Virtual Agent to Converstional Interfaces > Settings > General to accommodate added support for all integration channels.
    Version 1.5.2 - November 2022
    New:
    • Added reason field for agents to enter the reason for closing or re-attempting callback tasks.
    • Added support for transcript and recording for voice callback.
    Version 1.1.0 - August 2022
    Omnichannel Callback adds new set of platform capabilities that enable other ServiceNow applications to display or announce callback options to the users.