---
sourceDocument: Xanadu ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/servicenow-platform

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    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

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workflow :

    - Platform


---

# Zoom extension for Omnichannel Callback

# Zoom extension for Omnichannel Callback {#ariaid-title1}

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

The ServiceNow®
Zoom extension for Omnichannel Callback application enables other ServiceNow®
applications to display a Zoom callback option to users. The Zoom extension for Omnichannel Callback application is available through the ServiceNow® Store.

## Overview of Zoom extension for Omnichannel Callback {#zoom-extension-omni-callback__section_yjy_gt4_yvb}

The Zoom extension for Omnichannel Callback app is a ServiceNow AI Platform® capability that enables users to request a callback over Zoom when the agent wait time is long, or agents are unavailable. Agents and users can collaborate over a Zoom meeting at a date and time requested by users.

## Features {#zoom-extension-omni-callback__section_zyp_pt4_yvb}

Zoom extension for Omnichannel Callback offers the following capabilities:

* Allows users to request a video callback from omnichannels such as Virtual Agent, Engagement Messenger, portals, and chats.
* Enables agents and users to collaborate to resolve an issue.
* Enables agents to join a Zoom meeting from an interaction record.
* Imports the Zoom meeting transcript to the interaction record. The inserted transcripts are not sentiment analyzed.
* Imports the Zoom meeting recording URL to the interaction record.
* Displays the names of participants who attended the meeting.
* Marks the interaction Close complete when the following conditions are met:
  * Both the participants joined the meeting.
  * The Zoom meeting has ended.
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