Omnichannel Callback for Customer Service Management release notes

  • Release version: Store
  • Updated March 12, 2026
  • 1 minute to read

    • Version history for the Omnichannel Callback for Customer Service Management application on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 1.6.0 - March 2026
    • Agent-scheduled callbacks
      • In addition to customer-scheduled callbacks, agents can now create callbacks on behalf of customers from CSM Configurable Workspace. Agent-scheduled callbacks can be created from any omnichannel interaction (chat, voice, email, messaging) or case records. Agents can schedule, reschedule, and cancel callbacks.
        • Agents can schedule callbacks on behalf of customers directly from an open Case page or a work-in-progress (WIP) Interaction page.
        • Agents can reschedule or cancel callbacks from the callback task record page.
        • Agents can view all scheduled callbacks in list view and open individual callback records for action.
        • Agents can see related callbacks as a related list on both Case and Interaction pages for better context.
        • Agents can easily identify agent-created callbacks through a new indicator displayed on the callback record page and in the callback context card within Workspace.
    Version 1.5.1 - December 2025
    • Equip agents to transfer the callback requests before dialing the call, enhancing flexibility in managing customer interactions.
    • Enable scheduled callbacks, allowing customers to choose a preferred callback time in addition to the existing ASAP option.
    • Facilitate agents toview the list ofqueues and other agents for easier callback transfers and efficient customer management.
    • Capture callback reasons more effectively with the expanded Reason for Call field, which includes additional choice values.
    Version 1.4.0 - August 2025
    • Changes to support handling CCaaS asap callback on configurable workspace:
      • Datamodel changes to support external callbacks and to show callback context to the agents
      • APIs to enable CCaaS to create/update/route/close callback tasks in ServiceNow
      • Show CCaaS related callback parameters in the AWA Inbox
    Version 1.3.2 - February 2025
    Minor bug fixes.
    Version 1.3.0 - November 2024
    Minor bug fixes.
    Version 1.2.1 - August 2024
    Fixed minor issues.
    Version 1.2.0 - May 2024
    Minor fixes.
    Version 1.0.7 - February 2024
    Problem fixes and other issues.
    Version 1.0.6 - November 2023
    Minor fixes.
    Version 1.0.5 - August 2023
    Minor fixes.
    Version 1.0.4 - June 2023
    Fixes.
    Version 1.0.3 - March 2023
    Fixes.
    Version 1.0.0 - February 2023
    Omnichannel Callback for Customer Service Management extends Omnichannel Callback capabilities to support CSM specific use cases. This includes customer experience, agent experience and CSM data model support.