---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Callback requests by agents

# Callback requests by agents {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Agents can create callback requests on behalf of customers directly from CSM Configurable Workspace when customers request a return call or when follow-up is needed.

## When to use agent-scheduled callbacks {#callback-requests-agents-customer__section_dmw_45l_33c}

Agents typically schedule callbacks in the following scenarios:

* A customer requests a callback at a specific time during a chat, voice, email, or messaging conversation.
* An agent must follow up with a customer after gathering additional information.
* An agent is working on a case that requires a scheduled follow-up call.
{#callback-requests-agents-customer__ul_c1h_45l_33c}

## How it works {#callback-requests-agents-customer__section_mzh_cvl_33c}

Agent-scheduled callbacks can be created from:

* Omnichannel interactions: Chat, voice, email, and messaging interactions
* Case records: Directly from customer service casesWhen an agent schedules a callback:

  * The agent enters callback details including the customer's preferred callback number, date and time, reason for the call, and a short description.
  * The callback is linked to the related case or interaction for context.
  * At the scheduled time, a callback interaction is created and routed to agents.
  {#callback-requests-agents-customer__ul_pth_n2d_m3c}
{#callback-requests-agents-customer__ul_unq_dvl_33c}

## Managing agent-scheduled callbacks {#callback-requests-agents-customer__section_crh_3vl_33c}

Agents can perform the following actions on scheduled callbacks:

* View: View active callbacks in the Scheduled Callbacks list view or as tiles in the contextual side panel.
* Reschedule: Change the date and time of a scheduled callback.
* Cancel: Cancel callbacks that are no longer needed.
* Accept: Accept callback interactions when they're routed.
{#callback-requests-agents-customer__ul_mbw_jvl_33c}
**Tarefas relacionadas**   

* [Schedule a callback for a customer](https://servicenow-prod.fluidtopics.net/25KIiiRkQURg0WQxvKwCwg "Schedule callbacks on behalf of customers from CSM Configurable Workspace.")
* [View scheduled callbacks](https://servicenow-prod.fluidtopics.net/IkKWeLdiS~MS9tPHfUFC4g "View all scheduled callbacks in a list view and access individual callback records to reschedule or cancel them.")
* [View related callbacks in the contextual side panel](https://servicenow-prod.fluidtopics.net/49XjRKMGxdgT716GRrf0Dg "View and manage active callbacks for a contact or consumer from the contextual side panel.")
* [Reschedule a callback](https://servicenow-prod.fluidtopics.net/54vPw6eZ5mNUxzEcMLAIVw "Reschedule callbacks on behalf of customers when the original scheduled time is no longer suitable.")
* [Cancel a callback](https://servicenow-prod.fluidtopics.net/ZM0j_NM47mHl3vvncS7I9w "Cancel scheduled callbacks when customers no longer require the callback or the issue has been resolved through other means.")