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 provides capabilities for managing customer callbacks across multiple communication channels. It supports scheduling, routing, and tracking callbacks, integrating with conversational interfaces and external Contact Center as a Service (CCaaS) platforms. The release notes detail version updates from August 2022 through June 2026, highlighting new features, enhancements, and defect fixes.

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    Key Features

    • Support for scheduled callbacks at specified date and time, alongside auto-scheduled callbacks.
    • Multi-channel support including voice, video, Slack, Microsoft Teams, Web, Mobile, Facebook Messenger, and Facebook Workplace.
    • Integration with Virtual Agent chat and IVR within the same instance.
    • Enhanced callback task management with agent input fields for reasons on closing or re-attempting callbacks.
    • Transcript and recording support for voice callbacks.
    • External callback support with additional parameters from CCaaS providers and routing capabilities.
    • Data model enhancements to associate callbacks with source records like leads or opportunities and to store voicemail metadata.
    • Role-based access control improvements with introduction of callbackauthor role and ACLs for editing callback tasks.
    • Centralized mechanisms to invoke CCaaS APIs from multiple interfaces including Virtual Agent, Web Embed, Portal, Event Management, and Agent Workspace.
    • Configurable time intervals between callback reattempts and UI policies to customize callback reason choices for end users.
    • Security enhancements adopting Zurich Directive standards for callback operations.

    Key Outcomes

    • ServiceNow customers can offer seamless, omnichannel callback experiences to end users, improving customer engagement and satisfaction.
    • Administrators gain flexible configuration options for callback scheduling, routing, and security.
    • Agents have enhanced tools to manage callback tasks effectively, including capturing closure reasons and handling re-attempts.
    • Improved integration with external contact center systems ensures callbacks are routed to the correct agents and metadata is properly maintained.
    • Continuous defect fixes and code refactoring improve application stability and performance without major functional disruptions.

    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.