Exploring Omnichannel Callback

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Exploring Omnichannel Callback

    The Omnichannel Callback app enhances the user experience by allowing agents to call users back instead of making them wait in a queue. This feature is particularly useful during long wait times or when no agents are available, and it can be invoked through supported conversational integration channels.

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    Key Features

    • Callback Requests: Users can request a callback when agents are unavailable. The system uses ServiceNow® Advanced Work Assignment (AWA) to manage these requests efficiently.
    • Callback Workflow: Callback work items are created and placed in the AWA queue, from where agents can accept the task. If needed, agents can manually re-queue or close the interaction.
    • Scheduled Callbacks: Users can schedule callbacks by date and time, currently supported via the Customer Service Management (CSM) application.
    • Video Callbacks: Users can request video callbacks at specific times, supported through the Zoom service with a necessary extension.
    • APIs: The Omnichannel Callback APIs allow for the creation and management of callback requests, providing agents with contextual information and enabling efficient routing of requests from third-party applications.

    Key Outcomes

    By implementing Omnichannel Callback, ServiceNow customers can reduce customer wait times, improve agent efficiency, and enhance overall customer experience through timely and organized callback management. This functionality offers a more flexible and responsive service approach, catering to user needs effectively.

    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 agents to call users back rather than waiting in the 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 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 APIs

    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 that improves your customer experience.