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

    ServiceNow’s Omnichannel Callback offers users the option to request a callback instead of waiting in queue for an agent. This feature integrates with Advanced Work Assignment (AWA) to route callback work items to available agents, who then manage interaction records within their Workspace. This enables efficient handling of user requests through various callback scenarios, enhancing customer service responsiveness.

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    Callback Scenarios Supported

    • Recurring callback: AWA routes callbacks at predefined intervals. When an agent accepts the work item, an auto-dial initiates a call. Agents can close or requeue the callback based on resolution.
    • Click to call: Agents can manually initiate a call using the phone icon if auto-dial is disabled or an initial call failed.
    • Scheduled voice callback: For callbacks requested at a specific date/time, an interaction record is created shortly before the scheduled time. Accepting the work item triggers auto-dial. Agents close the interaction as either Closed Complete or Closed Abandoned based on the outcome.
    • Scheduled video callback: Similar to voice callbacks but includes a URL for video calls. Agents close the interaction as Closed Complete or Closed Abandoned.

    Agent Actions on Callbacks

    • Reattempt callback: Agents can retry callbacks via a “Re-attempt Callback” option under More actions, selecting reasons such as Dead Air, Voicemail, Customer is Busy, or Other.
    • Closing callbacks: Agents close callbacks when resolved, choosing closure reasons like Resolved or Other. Closed callbacks are not retried and the task is marked complete.

    Interaction Records and Documentation

    Upon closing a callback, agents can review the conversation transcript and call recording within the Conversations tab. These recordings are also accessible in the Activity stream and Attachment tab, providing comprehensive documentation for quality assurance and follow-up.

    This workflow in Workspace empowers ServiceNow agents to efficiently manage and resolve callback requests across multiple communication channels, improving customer experience and operational effectiveness.

    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 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.