---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Using Omnichannel Callback for Customer Service Management

# Using Omnichannel Callback for Customer Service Management {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read

The ServiceNow®
Omnichannel Callback for Customer Service Management app enables a callback option for customers when there's a
long wait time for a live agent.

For more information, see [Omnichannel Callback](https://www.servicenow.com/docs/access?context=omnichannel-callback&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US).

## Callback flow {#csm-omnichannel-callback__section_kfq_kml_xvb}

The callback workflow proceeds as follows:

1. Customers are presented with an option to request a callback when the estimated wait time to reach an agent is too long or when agents are unavailable.
2. The customer enters callback details such as name, contact details, and the reason for the callback.
3. Customers request a callback as soon as possible or at a specified date and time.
4. A callback interaction is created immediately for an immediate callback request or a minute before the selected time for a scheduled callback request.
5. The ServiceNow® Advanced Work Assignment (AWA) application determines the availability of agents and creates a callback work item for an available agent. AWA adds the callback task to the callback queue. The agent then receives a Callback notification in the workspace inbox.
6. The agent can choose to review the callback context such as knowledge base article views, searches, and Virtual Agent conversation before calling the customer.
7. The agent calls the customer.
   * If the customer accepts the call, the interaction is marked as complete when the call ends.
   * If the customer doesn't accept the call, the agent can retry the callback later.
   {#csm-omnichannel-callback__ul_xcp_3xx_2wb}
8. The agent can decide to close the interaction or queue the callback again manually from the workspace.

{#csm-omnichannel-callback__ol_vsv_hxx_2wb} Figure 1. Callback flow diagram

## Callback requests {#csm-omnichannel-callback__section_j5z_crl_xvb}

Immediate callback request
:   Customers can request a callback immediately. The customers are shown the average time
    that the agent will take to call back. This request prevents them from having to wait in the
    queue to connect with an agent.

Scheduling a callback request
:   Customers can request a callback by selecting the preferred date and time. The customer
    will receive a confirmation of the scheduled callback request via email.

Rescheduling a callback request
:   Customers can reschedule the callback request by choosing from a list of upcoming dates
    and times for callback requests.

Cancelling a callback request
:   Customers can cancel scheduled callbacks from the self-service channel they requested the
    callback from.

## Callback channels {#csm-omnichannel-callback__section_dyw_prl_xvb}

Customers can request a callback during a chat
on Virtual Agent or Engagement Messenger, or from Customer Service Portal. They can request either a phone callback or a video
callback on Zoom. Video callbacks must be scheduled but phone callbacks can be
requested immediately or scheduled.