---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/conversational-interfaces

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Configuring Omnichannel Callback

# Configuring Omnichannel Callback {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

Configure the Omnichannel Callback features and components that you need to support agents with callback requests.

## Configuration overview {#configuring-omnichannel-callback__section_ohx_mlm_jyb}

Admins can enable the callback feature and configure one or more callback channels by navigating to Conversational InterfacesSettingsGeneralOmnichannel Callback and clicking Manage. The callback behavior per channel can be set by configuring the following callback parameters: Topic, Maximum callback attempts, and the callback timeout threshold. For more
information on how to configure the callback behavior, see [Configure callback behavior for a channel](https://servicenow-prod.fluidtopics.net/2YGhPJj1tXeIN~b3UUjstg "Configure callback behavior for a channel using the callback parameters. You can create a separate callback configuration for each supported conversational integration channel.").

The Omnichannel Callback app includes the default Callback-Phone and Callback-General topics. The Callback-Phone and Callback-General topics are triggered when agents are not available or the agent wait time is longer
than the callback threshold time, which is the average of the most recent AWA queue time. You can customize the default callback topics as per your requirements. For more information on how to customize the callback topics, see [Customize a default callback topic](https://servicenow-prod.fluidtopics.net/cPlpwXIVXmklhf4aA_2D2Q "Customize the default callback topics as per your requirements.").

1. [Get started with Omnichannel Callback](https://servicenow-prod.fluidtopics.net/ak3bZYI556_~K4WW_IbzsA "Review the following information before you start setting up Omnichannel Callback.")

   Review this information before you start setting up Omnichannel Callback.
2. [Install Omnichannel Callback](https://servicenow-prod.fluidtopics.net/zZJBNFZ7P3RbqjQvYbsqjA "You can install the Omnichannel Callback application (sn_omni_callback) if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.")

   You can install Omnichannel Callback if you have the admin role.
3. [Configure callback behavior for a channel](https://servicenow-prod.fluidtopics.net/2YGhPJj1tXeIN~b3UUjstg "Configure callback behavior for a channel using the callback parameters. You can create a separate callback configuration for each supported conversational integration channel.")

   Configure callback behavior for a channel using the callback parameters.
4. [Customize a default callback topic](https://servicenow-prod.fluidtopics.net/cPlpwXIVXmklhf4aA_2D2Q "Customize the default callback topics as per your requirements.")

   Customize the default callback topic as per your requirements.
{#configuring-omnichannel-callback__ol_gt2_jtb_kyb}