---
sourceDocument: Brazil Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/order-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Add schedule call activity

# Add a schedule call activity to a telesales workflow sequence {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Add a schedule call activity in your sequences to support telesales workflows.

## Before you begin

Review feature support information in [Compatibility information for Customer Engagement Sequences](https://www.servicenow.com/docs/rhuX_NMc43_m78GGtjtHig "The features that are supported in Customer Engagement Sequences are determined by combinations of ServiceNow AI Platform, Playbooks in Workflow Studio, and the Customer Engagement Sequences app version.").

To support the ability for your agents to initiate outbound calls from the sequence task, your instance must be integrated with platforms such as Amazon Connect. The Omnichannel Callback application (sn_omni_callback) must also be installed. For more information, see [Install Omnichannel Callback](https://www.servicenow.com/docs/access?context=install-omnichannel-callback&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US).

Delegated developer roles must be assigned to designated users. For more information, see [Grant delegated developer permissions for managing sequences](https://www.servicenow.com/docs/cxomeGdD6gdp3R6PPfj9GA "Assign delegated developer roles to designated Customer Engagement Sequences users so they can create and manage sequences without needing a system admin role.").

Role required: sn_crm_sequence.admin, sn_crm_sequence.writer

## About this task

You can add the Schedule call activity with other activities in a stage or in its own stage.

## Procedure

1. Navigate to WorkspacesCRM Workspace.
2. Select the List icon .
3. Navigate to SequencesAll Sequences.
4. Select a sequence that you're creating or updating.
5. **Optional:** In the sequence diagram, create a stage to add the activity.  
   For more information, see [Add and configure a stage in a playbook](https://www.servicenow.com/docs/access?context=add-configure-stage&version=brazil&pubname=brazil-build-workflows&ft:locale=en-US).
6. Within a stage, select the Add icon .
7. Open the activity picker by selecting the Add an activity icon .
8. On the Add activity screen, search for and select Customer Engagement SequencesSchedule call.  
   Note:  
   The options available in the activity picker vary by release. For compatibility information, see [Compatibility information for Customer Engagement Sequences](https://www.servicenow.com/docs/rhuX_NMc43_m78GGtjtHig "The features that are supported in Customer Engagement Sequences are determined by combinations of ServiceNow AI Platform, Playbooks in Workflow Studio, and the Customer Engagement Sequences app version.").
9. On the Details tab of the Schedule call properties pane, enter a name to appear on the Sequence Steps tab during runtime in the Label field.  
   For example, you might enter <kbd class="ph userinput">Call attempt 1</kbd>.
10. On the Automation tab, fill in the fields.  
    For a description of the field values, see [Automation form fields](https://www.servicenow.com/docs/Xcnsr6ll16GUh0pDS65kxw "The Automation form enables you to configure properties and pull data from referenced tables for an automated call attempt.").
11. Select Save and close.
**Related tasks**   

* [Add decision nodes to a sequence](https://www.servicenow.com/docs/3QjMIs1yBQ9JwpMX3mdvrg "Activate the next stage in the playbook based on the outcome of the previous stage by adding decision nodes while creating or updating a sequence.")  
**Related topics**   

* [Start with delay input properties](https://www.servicenow.com/docs/access?context=start-with-delay-properties&version=brazil&pubname=brazil-build-workflows&ft:locale=en-US)
* [Omnichannel Callback](https://www.servicenow.com/docs/access?context=omnichannel-callback&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US)

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