---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/conversational-interfaces

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Explore

# Exploring Omnichannel Callback {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
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![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Exploring Omnichannel Callback

Omnichannel Callback is a ServiceNow AI Platform® feature that enables agents to return calls to users instead of having users wait in queues.
This capability enhances customer experience by allowing callbacks when agent wait times are long or no agents are immediately available.
It supports invocation on any supported conversational integration channels and is commonly used in interactive voice response (IVR) systems.
Show full answer Show less  

## How It Works

Users can request a callback when live agents are unavailable or wait times are extended. The system uses ServiceNow® Advanced Work Assignment (AWA) to determine agent availability, then creates a callback work item that is queued for an available agent. Agents receive a Callback accept card and can either complete the callback, close the interaction, or manually re-queue the callback from their workspace. If a callback is not answered, agents may retry according to the configured retry mechanism.

## Key Features and Benefits

* **ASAP Callback:** Callback requests are immediately placed in the AWA queue, enabling prompt agent follow-up.
* **Retry Mechanism:** Allows agents to retry callbacks if customers do not answer initially, improving contact success rates.
* **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 video callbacks through Zoom integration, requiring the Zoom extension for Omnichannel Callback Store app, enabling richer interaction options.
* **Omnichannel Callback APIs:** Provide capabilities to store callback metadata from third-party chat apps, route callback requests to the ServiceNow AI Platform® for unified handling by agents, and reduce caller wait times.

## Practical Value for ServiceNow Customers

Implementing Omnichannel Callback allows your service agents to efficiently manage high call volumes by offering users the option to receive callbacks instead of waiting on hold. This improves customer satisfaction, reduces abandonment rates, and optimizes agent workload through intelligent routing and scheduling. The ability to integrate video callbacks and use APIs for third-party chat applications further expands engagement channels and operational flexibility.  
Omnichannel Callback is a ServiceNow AI Platform® capability that enables agents to call users back instead of requiring them to wait in a queue.

## Omnichannel Callback overview {#exploring-omnichannel-callback__section_gdh_glm_jyb}

Omnichannel Callback is a ServiceNow AI Platform® capability that gives agents the option to call users back instead of requiring them to wait in a queue for an available agent. For example, you can use the callback functionality to call users back
when the agent wait time is long or when there are no agents available.

Callbacks are a common feature in interactive voice response (IVR) systems. You can invoke callbacks on any supported conversational integration channels.

## Omnichannel Callback workflow {#exploring-omnichannel-callback__section_vks_lgj_lyb}

In this workflow:

1. Users can request 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.
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## Omnichannel Callback benefits {#exploring-omnichannel-callback__section_kdh_glm_jyb}

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| 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 instructions on setting up video callback with Zoom, see [Zoom extension for Omnichannel Callback](https://www.servicenow.com/docs/UeE107oCy3ywKyfkX89QJw "The ServiceNow Zoom extension for Omnichannel Callback application enables other ServiceNow applications to display a Zoom callback option to users. The Zoom extension for Omnichannel Callback application is available through the ServiceNow Store."). | Video callback | Customers |
[ ]

{#exploring-omnichannel-callback__table_ldh_glm_jyb}

## Omnichannel Callback APIs {#exploring-omnichannel-callback__section_ccd_vg2_bgc}

Omnichannel Callback APIs help 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 that provide agents with contextual information.
* Route the callback requests received on the supported third-party chat applications to the ServiceNow AI Platform®, allowing agents to handle them on a single interface.
* Reduce the wait time for the caller to get the callback and reduce caller wait times.
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