Schedule a callback for a customer

Schedule callbacks on behalf of customers from CSM Configurable Workspace.

Before you begin

Ensure the following:

• Customer Service Management (CSM) [com.sn_customerservice] plugin is activated
• Omnichannel Callback for Customer Service Management (com.sn_omnichannel_callback) plugin is installed
• Appointment booking [com.snc.appointment_booking] plugin is installed (automatically installed with omnichannel callback [sn_callback] plugin)
• System property sn_callback.enable_agent_scheduled_callback is enabled

Role required: sn_omni_callback.callback_writer

About this task

Agent-scheduled callbacks enable agents to create callback tasks while interacting with customers through any channel such as chat, voice, email, messaging, or case.

Procedure

1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
2. Select the List icon ()
3. Open a case or interaction.
   Note:

   The case must be in the Open state or the interaction must be in WIP state.
4. Select Schedule Callback.
5. In the Schedule Callback widget, enter the required information.
6. Select Schedule

Result

• A confirmation message displays indicating successful callback task creation.
• A callback task is created with the state as Open.
• The callback context shows the related case number (if scheduled from a case).

Related tasks

• View scheduled callbacks
• View related callbacks in the contextual side panel
• Reschedule a callback
• Cancel a callback