Configure the callback behavior for Omnichannel Callback for Customer Service Management

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

    • such as enabling agent-scheduled callbacks, setting the maximum number of retry attempts or defining the expiration time, in Omnichannel Callback for Customer Service Management.

    Antes de Iniciar

    Role required: admin

    Procedimento

    1. In the navigation filter, enter sys_properties.list.
    2. In the Name search field, enter sn_callback.
    3. Configure any of the properties listed in the following table.
      Tabela 1. Callback properties field description
      Property Default value Description
      sn_callback.callback_expire_time 60 Callback timeout in minutes after which the callback task is closed.
      sn_callback.callback_max_retry_attempts 5 Maximum retry attempts after which the callback task is closed.
      sn_callback.enable_scheduled_callback true Option to enable scheduled callbacks by enabling customers to select a time slot for callback.
      sn_callback.enable_agent_scheduled_callback Boolean Enable the agent-scheduled callback feature. When enabled, agents can schedule callbacks on behalf of customers from CSM/FSM Configurable Workspace.