---
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


---

# Omnichannel Callback

# Omnichannel Callback {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
ServiceNow®
Omnichannel Callback app enables other ServiceNow® apps to display or announce callback options to users. The Omnichannel Callback app is available through the ServiceNow® Store.

## Get started with Omnichannel Callback {#omnichannel-callback__section_yq5_yqm_jyb}

Select a tile to get started with Omnichannel Callback.

|-|-|
| [Explore Learn more about Omnichannel Callback and review its benefits](https://www.servicenow.com/docs/2Px1YT_P2Cz~_6OcVz4Xfg "Omnichannel Callback is a ServiceNow AI Platform capability that enables agents to call users back instead of requiring them to wait in a queue.") | [Configure Configure features and components required to support agents with callback requests](https://www.servicenow.com/docs/vxWKpfa9sS_PsS1gByyeaA "Omnichannel Callback enables agents to handle callback requests. Use this information to set up and configure the features and components for your implementation.") |
| [Work on callback records Learn how to work on callback records](https://www.servicenow.com/docs/DLi_pHu2s0nqNHVAddlXTw "Use Workspace to work on callback records originating from Omnichannel Callback.") | [Reference Get additional information to configure and administer Omnichannel Callback](https://www.servicenow.com/docs/wcwOGubEzOdQr~mzG5zukw "Reference topics provide additional information that you can use to configure and administer Omnichannel Callback.") |
[ ]

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## Troubleshoot and get help {#omnichannel-callback__section_pll_nrb_kyb}

* [Search the Known Error Portal for known error articles](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0597477)
* [Contact Customer Service and Support](https://support.servicenow.com/now?draw=case)
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