Exploring Omnichannel Callback

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Exploring Omnichannel Callback

    The Omnichannel Callback app, part of the ServiceNow AI Platform®, enhances customer experience by allowing users to request callbacks from agents instead of waiting in queues. This is especially useful during high wait times or when agents are unavailable. Callbacks can be triggered on supported conversational integration channels, improving interaction efficiency within interactive voice response (IVR) systems.

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    Workflow

    • Users request a callback when live agents are unavailable or wait times are long.
    • ServiceNow Advanced Work Assignment (AWA) checks agent availability and creates callback work items.
    • AWA assigns the callback to the appropriate queue and agents receive a Callback accept card in their workspace.
    • Agents can close or re-queue callbacks manually as needed.

    Key Features and Benefits

    • Immediate Callback Requests: Callback tasks are instantly queued via AWA, with options for agents to retry if customers don’t answer initially.
    • Scheduled Callbacks: Users can schedule callbacks by date and time based on available slots. This feature is currently supported through the Customer Service Management (CSM) application.
    • Video Callbacks: Customers can request video callbacks using the Zoom service, which requires the Zoom extension for the Omnichannel Callback Store app.

    Omnichannel Callback API

    The Omnichannel Callback API enables creation and management of callback requests, integrating with third-party chat applications to:

    • Store callback metadata to provide agents with contextual information.
    • Route callback requests to the ServiceNow AI Platform.
    • Use the Callback Actions API to request, reschedule, or cancel callbacks from Virtual Agent, portals, Agent Workspace, and route requests to external contact center as a service (CCaaS) providers.

    This API framework allows customization and integration with web-based and external callback systems, ensuring flexible and efficient callback management.

    Learn more about Omnichannel Callback and review its benefits.

    Omnichannel Callback overview

    The Omnichannel Callback app is a ServiceNow AI Platform® capability that offers enhanced user experience by providing an option for users to request a callback from agents rather than waiting in the queue for an available agent. For example, you can use the callback functionality when the agent wait time is long or when there are no agents available.

    Callbacks are a well-received addition to any interactive voice response (IVR). You can invoke callbacks on any supported conversational integration channels.

    Omnichannel Callback workflow

    In this workflow:
    1. Users seeking help from a live agent request for a callback when the live agent is either unavailable or the wait time to get to a live agent is long.
    2. Omnichannel Callback determines the availability of agents via ServiceNow® Advanced Work Assignment (AWA) and places a callback work item for an available agent.
    3. AWA picks up the callback task and places it in the callback queue.
    4. The agent receives a Callback accept card. If the agent decides to close the interaction or re-queue the callback manually, the agent can do so from the workspace.

    Omnichannel Callback benefits

    Benefit Feature Users
    Omnichannel Callback creates callback work items for available agents via AWA. Callback requests are placed in the AWA queue immediately upon submission. If the customer does not answer the initial callback, the agent has the option to manually initiate a retry. In such cases, the callback is re-queued according to the retry mechanism defined in the system. ASAP Callback Agents
    Users requesting a callback can schedule by date and time based on the available time slots. Omnichannel Callback provides the framework for the scheduled callback. Consumer use cases for scheduled callback are currently supported via Customer Service Management (CSM) application only. Scheduled callback Customers
    The user can request for a video callback at an appointed time. Currently, video callback is supported only via the Zoom service and requires the Zoom extension for Omnichannel Callback Store app. For more information, see Zoom extension for Omnichannel Callback. Video callback Customers

    Omnichannel Callback API

    Omnichannel Callback API helps you create and manage the callback requests. By using the Omnichannel Callback APIs, you can:
    • Store the callback metadata passed by the supported third-party chat applications, providing agents with contextual information.
    • Route the callback requests received on the supported third-party chat applications to the ServiceNow AI Platform®.

    Callback Actions API helps you fulfill web-based callback requests. By using Callback Actions API, you can request, reschedule, and cancel callbacks from Virtual Agent, Web Embeddable, Portal, Engagement Module (EM), Agent Workspace, and route the callback requests to external CCaaS providers. For more information, see Configure callback routing.

    To learn more about the Omnichannel Callback APIs, see Omnichannel Callback API.