---
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 release notes

# Omnichannel Callback 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 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 2.1.0 - September 2026 (Brazil)
:
    * New: Add support for iOS and Android Channels for callback
    * Changed:
      * Re-attempt and Retry callback functionality improvements
      * Performance improvements

Version 2.0.8 - June 2026 (Australia)
:   Code refactoring changes and defect fixes. There are no major changes in functionality.

Version 2.0.7 - March 2026 (Australia)
:
    * Add a boolean column in callback table to identify if the callback is created by agent
    * Defect fixes.

Version 2.0.5 - December 2025 (Zurich)
:
    * UI Policy script to remove specific reason_type choices for end user.
    * \[Callback\] Time between reattempts of callback must be configurable (#205)
    * Callback assign to fix for handling on initial callback external request.
    * \[CCaaS Callback\] Need data model support to enable CCaaS to route callbacks to the agent that scheduled the callback
    * The datamodel changes to store metadata related to voicemail in callback task table
    * Added new field in callback table and system property configuration
    * Need support to associate source records like lead, oppt to callback task record
    * Added callback_author role and ACLs for editing Callback Tasks.
    * \[CCaaS Callback\]\[VA\] Support for requesting CCaaS callback (immediate/scheduled), viewing scheduled callbacks and rescheduling/cancelling callbacks (#223)
    * \[CCaaS Callback\] Central mechanism to enable use of CCaaS APIs when user requests callback from VA, Web Embeddebable, Portal, EM and Agent Workspace (#220)
    * Central mechanism to call CCass API - update sys_cs_callback on getting resposne from third party
    * Fixed bugs
    {#store-rn-omnichannel-callback__ul_hhs_gmq_jhc}

Version 2.0.2 - August 2025 (Zurich)
:
    * Support external callback and storing additional parameters that CCaaS provides
    * External callbacks should not be routed by default callback request routing
    * Populate callback assigned to field with first interaction assigned to field of callback
    * Enhanced Security Model Adoption Zurich Directive for callback
    * Callback create, update and reattempt API

Version 1.10.8 - August 2024 (Xanadu)
:   Minor bug fixes.{#store-rn-omnichannel-callback__latest-store-rn-omnichannel-callback}
{#store-rn-omnichannel-callback__latest-store-rn-omnichannel-callback}

Version 1.10.1 - November 2023
:   Minor fixes.

Version 1.9.0 - August 2023 (Vancouver)
:   Minor fixes.

Version 1.8.3 - May 2023
:   Fixed: Incorrect choice value for reason_type in sys_cs_callback.

Version 1.8.1 - February 2023
:
    * New:
      * Added support for scheduled callback at a specified date and time in addition to auto-scheduled callback.
      * Added support for video as an outbound channel to complement existing support for voice.
      * Support callback on all existing conversational integration channels, for example, Slack, Microsoft Teams, Web, Mobile, Facebook Messenger, Facebook Workplace, in addition to Phone.
      * Added new out-of-the-box topics for messaging and chat channels.
      * Support for customers using both Virtual Agent chat and Virtual Agent IVR in the same instance.
    * Changed: Admin configuration has been moved from Conversational Interfaces \> Settings \> Virtual Agent to Converstional Interfaces \> Settings \> General to accommodate added support for all integration channels.

Version 1.5.2 - November 2022
:   New:

    * Added reason field for agents to enter the reason for closing or re-attempting callback tasks.
    * Added support for transcript and recording for voice callback.
    {#store-rn-omnichannel-callback__ul_blw_yrg_jvb}

Version 1.1.0 - August 2022
:   Omnichannel Callback adds new set of platform capabilities that enable other ServiceNow applications to display or announce callback options to the users.