Exploring Omnichannel Callback

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Exploring Omnichannel Callback

    The Omnichannel Callback app is a ServiceNow AI Platform® feature designed to enhance customer experience by allowing users to request a callback from agents instead of waiting in a queue. This functionality is especially useful during long wait times or when no agents are immediately available. It supports callback requests across various conversational integration channels and integrates seamlessly with interactive voice response (IVR) systems.

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    Workflow

    When users seek help but agents are unavailable or wait times are lengthy, they can request a callback. Omnichannel Callback uses ServiceNow® Advanced Work Assignment (AWA) to check agent availability and creates callback work items accordingly. AWA manages these callbacks in a dedicated queue, and agents receive a Callback accept card in their workspace to handle the interaction. Agents can close or re-queue callbacks manually as needed.

    Key Features and Benefits

    • ASAP Callback: Immediate callback requests are queued through AWA, with retry options if the customer does not answer initially.
    • Scheduled Callback: Users can schedule callbacks by date and time based on available slots. This feature is currently supported via the Customer Service Management (CSM) application.
    • Video Callback: Supports scheduled video callbacks using Zoom, requiring the Zoom extension for Omnichannel Callback Store app.

    Omnichannel Callback API

    The Omnichannel Callback API enables creation and management of callback requests, facilitating integration with third-party chat applications by storing callback metadata to provide agents with contextual information. It supports routing of callback requests to the ServiceNow AI Platform® and external CCaaS providers. The Callback Actions API allows operations such as requesting, rescheduling, and canceling callbacks across Virtual Agent, Web Embeddable, Portal, Engagement Module (EM), and Agent Workspace.

    Learn more about Omnichannel Callback and review its benefits.

    Omnichannel Callback overview

    The Omnichannel Callback app is a ServiceNow AI Platform® capability that offers enhanced user experience by providing an option for users to request a callback from agents rather than waiting in the queue for an available agent. For example, you can use the callback functionality when the agent wait time is long or when there are no agents available.

    Callbacks are a well-received addition to any interactive voice response (IVR). You can invoke callbacks on any supported conversational integration channels.

    Omnichannel Callback workflow

    In this workflow:
    1. Users seeking help from a live agent request for a callback when the live agent is either unavailable or the wait time to get to a live agent is long.
    2. Omnichannel Callback determines the availability of agents via ServiceNow® Advanced Work Assignment (AWA) and places a callback work item for an available agent.
    3. AWA picks up the callback task and places it in the callback queue.
    4. The agent receives a Callback accept card. If the agent decides to close the interaction or re-queue the callback manually, the agent can do so from the workspace.

    Omnichannel Callback benefits

    Benefit Feature Users
    Omnichannel Callback creates callback work items for available agents via AWA. Callback requests are placed in the AWA queue immediately upon submission. If the customer does not answer the initial callback, the agent has the option to manually initiate a retry. In such cases, the callback is re-queued according to the retry mechanism defined in the system. ASAP Callback Agents
    Users requesting a callback can schedule by date and time based on the available time slots. Omnichannel Callback provides the framework for the scheduled callback. Consumer use cases for scheduled callback are currently supported via Customer Service Management (CSM) application only. Scheduled callback Customers
    The user can request for a video callback at an appointed time. Currently, video callback is supported only via the Zoom service and requires the Zoom extension for Omnichannel Callback Store app. For more information, see Zoom extension for Omnichannel Callback. Video callback Customers

    Omnichannel Callback API

    Omnichannel Callback API helps you create and manage the callback requests. By using the Omnichannel Callback APIs, you can:
    • Store the callback metadata passed by the supported third-party chat applications, providing agents with contextual information.
    • Route the callback requests received on the supported third-party chat applications to the ServiceNow AI Platform®.

    Callback Actions API helps you fulfill web-based callback requests. By using Callback Actions API, you can request, reschedule, and cancel callbacks from Virtual Agent, Web Embeddable, Portal, Engagement Module (EM), Agent Workspace, and route the callback requests to external CCaaS providers. For more information, see Configure callback routing.

    To learn more about the Omnichannel Callback APIs, see Omnichannel Callback API.