Schedule a call from a touchpoint

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Plan and track customer calls to organize and manage follow-ups and outreach and maintain a complete interaction history.

    Before you begin

    The Omnichannel Callback for Customer Service Management (com.sn_omnichannel_callback) application must be installed to enable the click-to-call feature so agents can call customers from the touchpoint record. For more information, see Install Omnichannel Callback for Customer Service Management.

    Role required: sn_crm_touchpoint.touchpoint_writer

    Procedure

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
    2. Select the List icon .
    3. Navigate to Touchpoints > All Touchpoints.
    4. Open the touchpoint record.
    5. Navigate to the Scheduled calls tab.
    6. Select New.
    7. On the Create New Callback form, fill in the fields.
      For a description of the field values, see Create new callback form.
    8. Select Save.

    Result

    The call is scheduled and can be tracked from the touchpoint's Scheduled calls tab.