Schedule a callback for a customer

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 1 min. de leitura

    • Schedule callbacks on behalf of customers from CSM Configurable Workspace.

    Antes de Iniciar

    Ensure the following:

    • Customer Service Management (CSM) [com.sn_customerservice] plugin is activated
    • Omnichannel Callback for Customer Service Management (com.sn_omnichannel_callback) plugin is installed
    • Appointment booking [com.snc.appointment_booking] plugin is installed (automatically installed with omnichannel callback [sn_callback] plugin)
    • System property sn_callback.enable_agent_scheduled_callback is enabled

    Role required: sn_omni_callback.callback_writer

    Por Que e Quando Desempenhar Esta Tarefa

    Agent-scheduled callbacks enable agents to create callback tasks while interacting with customers through any channel such as chat, voice, email, messaging, or case.

    Procedimento

    1. Navigate to Workspaces > CSM/FSM Configurable Workspace.
    2. Select the List icon (List icon to view callback list)
    3. Open a case or interaction.
      Nota:
      The case must be in the Open state or the interaction must be in WIP state.
    4. Select Schedule Callback.
    5. In the Schedule Callback widget, enter the required information.
    6. Select Schedule

    Resultado

    • A confirmation message displays indicating successful callback task creation.
    • A callback task is created with the state as Open.
    • The callback context shows the related case number (if scheduled from a case).