Reschedule a callback

Reschedule callbacks on behalf of customers when the original scheduled time is no longer suitable.

Before you begin

Role required: sn_omni_callback.callback_writer

About this task

Reschedule is visible only to agents with the sn_omni_callback.callback_writer role and only for scheduled callbacks.

Procedure

1. Navigate to Workspaces > CSM/FSM Configurable Workspace..
2. Select the List icon ()
3. In the Callbacks section, select Scheduled callbacks.
4. Navigate to 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. Select Reschedule.
   Note:

   Reschedule is visible only for scheduled callbacks.
6. In the Reschedule widget, view the current scheduled date, time, and customer time zone.
7. Select a new date and time using the calendar widget.
8. Select Reschedule.

Result

• A confirmation message displays indicating the callback has been successfully rescheduled.
• The callback task is updated with the new schedule.
• The state remains as Open.