Omnichannel Callback release notes

  • Release version: Store
  • Updated June 11, 2026
  • 2 minutes to read
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    Summary of Omnichannel Callback Release Notes

    The Omnichannel Callback application on the ServiceNow Store provides capabilities to manage and optimize callback interactions across multiple communication channels. It supports scheduling, managing, and routing callbacks, integrating with Virtual Agent and various conversational platforms, enhancing customer engagement and agent efficiency.

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    Key Features

    • Support for scheduled callbacks at specified dates and times, alongside auto-scheduled callbacks.
    • Expanded outbound channel support including voice and video, plus integration with platforms such as Slack, Microsoft Teams, Web, Mobile, Facebook Messenger, and Facebook Workplace.
    • Unified support for Virtual Agent chat and IVR within the same instance.
    • Centralized API mechanism for interacting with Contact Center as a Service (CCaaS) providers, enabling immediate and scheduled callback requests, viewing, rescheduling, and cancellations from various interfaces including Virtual Agent, Web Embeddable, Portal, Engagement Management, and Agent Workspace.
    • Enhanced data model and metadata support for voicemail and source record association (leads, opportunities) with callback tasks.
    • Configurable time intervals between callback reattempts and improved assignment logic to ensure callbacks are routed to the appropriate agents.
    • Security enhancements aligning with the Zurich Directive, including role-based access controls (callbackauthor role) for editing callback tasks.
    • New fields and UI policies to refine agent and end-user experience, such as reason fields for closing or reattempting callbacks and filtering reason types available to end users.
    • Transcript and recording support for voice callbacks.

    Key Outcomes

    • Improved customer experience through flexible callback scheduling and multi-channel support, allowing interactions on preferred communication platforms.
    • Increased agent productivity with better callback assignment, centralized API integrations, and enhanced data visibility.
    • Enhanced security and configuration controls to meet organizational compliance and operational requirements.
    • Ongoing bug fixes and code refactoring ensure stability and performance improvements without impacting core functionality.

    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 website.

    Version history

    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
    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.
    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.
    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.