Configure callback behavior for a channel

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Configure callback behavior for a channel using the callback parameters. You can create a separate callback configuration for each supported conversational integration channel.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Conversational Interfaces > Settings > General.
    2. On the Callback configuration form, swipe the Activate toggle switch to the right, enter the wait time threshold, and select Save.
      Note:
      Ensure that the application scope of your ServiceNow instance is set to global before editing the Callback configuration form.
    3. Select a channel that you want to configure callback for from the Channel drop-down list.
    4. Select a callback topic from the Callback Topic drop-down list.
      Select Callback-Phone for voice channels and Callback-General for messaging or chat channels. These default callback topics are triggered when there are no agents available to take the call or when the average wait time in the queue is over the predefined threshold. You can also use a custom callback topic based on your requirements. For more information on how to customize a callback topic, see Customize a default callback topic.
    5. Provide the Max callback attempts.
      After the maximum number of callback attempts is reached, the callback task is closed and no further callback attempts are made.
    6. Provide the Callback timeout (threshold (in hours).
      When the callback timeout is reached, no further callback attempts are made and the callback task is closed.