---
sourceDocument: Store Version History Release Notes
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/store-release-notes

 Release :

    - store

ft:locale :

    - en-US

ft:publication_title :

    - Store Version History Release Notes

ft:clusterId :

    - rnst

bundleId :

    - rnst


---

# Omnichannel Callback for Customer Service Management release notes

# Omnichannel Callback for Customer Service Management release notes {#ariaid-title1}

Release version: Store  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes 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](https://store.servicenow.com/sn_appstore_store.do#!/store/home) website.

## Version history

Version 1.8.3 - September 2026
:   New: Admins can now migrate the omnichannel callback plugin from legacy XML to Fluent SDK TypeScript format. The migration replaces legacy XML records with equivalent Fluent files, enabling streamlined development and deployment. All
    specified record types, including Script Includes, Business Rules, Client Scripts, Scheduled Script Execution, ACLs with role bindings, and UX Form Actions, are now available in the new format.

Version 1.7.0 - July 2026
:   Minor defect fixes

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.
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      {#store-rn-csm-omnichannel-callback__ul_t5r_zzz_m3c}
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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.{#store-rn-csm-omnichannel-callback__latest-store-rn-csm-omnichannel-callback}
{#store-rn-csm-omnichannel-callback__latest-store-rn-csm-omnichannel-callback}

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.