---
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


---

# Configure callback behavior

# Configure the callback behavior for Omnichannel Callback for Customer Service Management {#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

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 <kbd class="ph userinput">sys_properties.list</kbd>.
2. In the Name search field, enter <kbd class="ph userinput">sn_callback</kbd>.
3. Configure any of the properties listed in the following table.  
   {#configure-omni-callback-behaviour__table_mmc_dcs_cwb__entry__3}

   | 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. |
   [Tabela 1. Callback properties field description]

   {#configure-omni-callback-behaviour__table_mmc_dcs_cwb}