Working on callback records in your workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Working on callback records in your workspace

    Omnichannel Callback is a ServiceNow AI Platform® feature that lets users choose to receive a callback instead of waiting in a queue for an agent. Advanced Work Assignment (AWA) routes these callback requests to available agents, creating interaction records that agents access in their Workspace. This enables efficient handling of callbacks across various scenarios, improving customer experience and agent productivity.

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    Callback Scenarios

    • Recurring callback: AWA assigns callback work items to agents based on predefined intervals. Upon acceptance, auto-dial initiates the call. Agents can close the interaction or requeue the callback depending on the resolution.
    • Click to call: Agents can manually call the user via a phone icon in the interaction record when auto-dial is off or the initial call failed.
    • Scheduled voice callback: For callbacks requested at a specific date and time, interaction records are created shortly before the scheduled call. Agents receive and accept the callback work item, triggering auto-dial. The interaction can be closed as either Complete or Abandoned.
    • Scheduled video callback: Similar to voice callbacks but includes a URL for initiating a video call. Agents close the interaction based on the outcome.

    Callback Actions

    • Reattempt callback: Agents can reattempt callbacks by selecting a reason such as Dead Air, Voicemail, Customer is Busy, or Other. This helps manage follow-ups effectively.
    • Closing callback: When issues are resolved, agents close the callback interaction with options like Resolved or Other. Closing prevents further retries and marks the callback task complete.
    • Completed callbacks include access to conversation transcripts and recordings in the Conversations tab, with recordings also available in the Activity stream and Attachment tab for full traceability.

    Practical Benefits for ServiceNow Customers

    This capability streamlines callback handling in your service operations, ensuring agents receive timely, organized callback work items directly in their Workspace. It supports multiple callback types to meet diverse customer preferences, automates call initiation, and provides tools for effective follow-up and closure. Agents gain visibility into conversation history and recordings, enhancing quality and accountability.

    Use Workspace to work on callback records originating from Omnichannel Callback

    overview

    Omnichannel Callback is a ServiceNow AI Platform® capability that provides an option for users to opt for a callback instead of waiting in the queue for an available agent. Advanced Work Assignment routes the callback work items to available agents and interaction records are created for each callback work request. The interaction records appear in the Workspace for agents to work on.

    Agents can work on the records for the following callback scenarios.
    • Recurring callback: AWA routes a callback work item to an available agent based on the predefined callback attempt interval. The agent then receives a Callback work item. When the agent accepts the callback work item, auto-dial initiates a call to the user. Based on the resolution, the agent can either close the interaction or requeue the callback.
    • Click to call: The agent can directly call the end user using the phone icon in the interaction record if auto-dial is not enabled or the initial call did not succeed.
    • Scheduled voice callback: When a user requests a voice callback at their preferred date and time, an interaction record with callback details is created a minute before the scheduled call time and an agent receives the callback work item. When the agent accepts the callback work item, auto-dial initiates a call to the user. Based on the outcome, the agent can either close the interaction as Closed Complete or Closed Abandoned.
    • Scheduled video callback: When a user requests a video callback at their preferred date and time, an interaction record with callback details is created which includes a URL to initiate the video call. Based on the outcome, the agent can either close the interaction as Closed Complete or Closed Abandoned.
    Table 1. Callback actions
    Field Description
    Reattempt callback Agents can reattempt a callback by selecting the More actions button and then selecting Re-attempt Callback. The Reason menu displays and agents have the following options to choose from.
    • Dead Air
    • VoiceMail
    • Customer is Busy
    • Other
    Closing callback If the issue is resolved, agents can close the callback. If closed, the system does not retry callbacks, and the callback task is closed. Agents can choose from the following options to close a callback.
    • Resolved
    • Other
    When a callback is closed, agents can see the transcript and a recording of the conversation in the Conversations tab.
    Note:
    The recording is also added to the Activity stream and the Attachment tab.