Omnichannel Callback release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read

    • Version history for the Omnichannel Callback application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 2.0.8 - June 2026 (Australia)
    Code refactoring changes and defect fixes. There are no major changes in functionality.
    Version 2.0.7 - March 2026 (Australia)
    • Add a boolean column in callback table to identify if the callback is created by agent
    • Defect fixes.
    Version 2.0.5 - December 2025 (Zurich)
    • UI Policy script to remove specific reason_type choices for end user.
    • [Callback] Time between reattempts of callback must be configurable (#205)
    • Callback assign to fix for handling on initial callback external request.
    • [CCaaS Callback] Need data model support to enable CCaaS to route callbacks to the agent that scheduled the callback
    • The datamodel changes to store metadata related to voicemail in callback task table
    • Added new field in callback table and system property configuration
    • Need support to associate source records like lead, oppt to callback task record
    • Added callback_author role and ACLs for editing Callback Tasks.
    • [CCaaS Callback][VA] Support for requesting CCaaS callback (immediate/scheduled), viewing scheduled callbacks and rescheduling/cancelling callbacks (#223)
    • [CCaaS Callback] Central mechanism to enable use of CCaaS APIs when user requests callback from VA, Web Embeddebable, Portal, EM and Agent Workspace (#220)
    • Central mechanism to call CCass API - update sys_cs_callback on getting resposne from third party
    • Fixed bugs
    Version 2.0.2 - August 2025 (Zurich)
    • Support external callback and storing additional parameters that CCaaS provides
    • External callbacks should not be routed by default callback request routing
    • Populate callback assigned to field with first interaction assigned to field of callback
    • Enhanced Security Model Adoption Zurich Directive for callback
    • Callback create, update and reattempt API
    Version 1.10.8 - August 2024 (Xanadu)
    Minor bug fixes.
    Version 1.10.1 - November 2023
    Minor fixes.
    Version 1.9.0 - August 2023 (Vancouver)
    Minor fixes.
    Version 1.8.3 - May 2023
    Fixed: Incorrect choice value for reason_type in sys_cs_callback.
    Version 1.8.1 - February 2023
    • New:
      • Added support for scheduled callback at a specified date and time in addition to auto-scheduled callback.
      • Added support for video as an outbound channel to complement existing support for voice.
      • Support callback on all existing conversational integration channels, for example, Slack, Microsoft Teams, Web, Mobile, Facebook Messenger, Facebook Workplace, in addition to Phone.
      • Added new out-of-the-box topics for messaging and chat channels.
      • Support for customers using both Virtual Agent chat and Virtual Agent IVR in the same instance.
    • Changed: Admin configuration has been moved from Conversational Interfaces > Settings > Virtual Agent to Converstional Interfaces > Settings > General to accommodate added support for all integration channels.
    Version 1.5.2 - November 2022
    New:
    • Added reason field for agents to enter the reason for closing or re-attempting callback tasks.
    • Added support for transcript and recording for voice callback.
    Version 1.1.0 - August 2022
    Omnichannel Callback adds new set of platform capabilities that enable other ServiceNow applications to display or announce callback options to the users.