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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Configure

# Configuring Omnichannel Callback {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Omnichannel Callback enables agents to handle callback requests. Use this information to set up and configure the features and components for your implementation.

## Configuration overview {#configuring-omnichannel-callback__section_ohx_mlm_jyb}

You can enable the callback feature and configure one or more callback channels by navigating to Conversational InterfacesSettingsGeneralOmnichannel Callback and selecting Manage. The callback behavior per channel can be set by configuring the following callback parameters: Topic, Maximum callback attempts, and the callback timeout threshold. For
more information, see [Configure callback behavior for a channel](https://www.servicenow.com/docs/vGVInwBAtFrtvQ4McuGMeg "Configure callback behavior for a channel using the callback parameters. You can create a separate callback configuration for each supported conversational integration channel.").

Omnichannel Callback includes the default Callback-Phone and Callback-General topics. These topics are triggered when agents are not available or the agent wait time is longer than the callback threshold time, which
is the average of the most recent AWA queue time. You can customize the default callback topics to meet your requirements. For more information, see [Customize a default callback topic](https://www.servicenow.com/docs/pO~9118i47uai62S~zP7sw "Customize the default callback topics as per your requirements.").

1. [Get started with Omnichannel Callback](https://www.servicenow.com/docs/IY~QeI~w07M7~1Rlf80wjg "Review the following information before you start setting up Omnichannel Callback.")

   Review this information before you start setting up Omnichannel Callback.
2. [Install Omnichannel Callback](https://www.servicenow.com/docs/jWbR58EqELOveJu7Oxw27w "You can install the Omnichannel Callback application (sn_omni_callback) if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.")

   You can install Omnichannel Callback if you have the admin role.
3. [Configure callback behavior for a channel](https://www.servicenow.com/docs/vGVInwBAtFrtvQ4McuGMeg "Configure callback behavior for a channel using the callback parameters. You can create a separate callback configuration for each supported conversational integration channel.")

   Configure callback behavior for a channel using the callback parameters.
4. [Customize a default callback topic](https://www.servicenow.com/docs/pO~9118i47uai62S~zP7sw "Customize the default callback topics as per your requirements.")

   Customize the default callback topic to meet your requirements.
{#configuring-omnichannel-callback__ol_gt2_jtb_kyb}

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