Cancel a callback

  • 릴리스 버전: Australia
  • 업데이트 날짜 2026년 03월 12일
  • 소요 시간: 1분

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

    시작하기 전에

    Role required: sn_omni_callback.callback_writer

    이 태스크 정보

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

    프로시저

    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.

    결과

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