Cancel a callback

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

    • Cancel scheduled callbacks when customers no longer require the callback or the issue has been resolved through other means.

    Before you begin

    Role required: sn_omni_callback.callback_writer

    About this task

    Cancel is visible only to agents with the sn_omni_callback.callback_writer role.

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace..
    2. Select the List icon (List icon to view callback list)
    3. In the Callbacks section, select Scheduled callbacks.
    4. Access the callback task record page by either:
      • Selecting the callback in the Scheduled Callbacks list view, or
      • Selecting the callback tile in the contextual side panel.
    5. In the confirmation modal that appears, confirm the cancellation.
    6. Select Yes to confirm.

    Result

    • A confirmation message displays indicating the callback has been successfully canceled.
    • The callback task state is set to Canceled.