---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

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

# Configure the callback behavior for Omnichannel Callback for Customer Service Management {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure the callback behavior of the callback, such as the maximum number of retry
attempts or the expiration time, in Omnichannel Callback for Customer Service Management.

## Before you begin

Role required: admin

## Procedure

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. |
   [Table 1. Callback properties field description]

   {#configure-omni-callback-behaviour__table_mmc_dcs_cwb}