---
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


---

# Configuring Omnichannel Callback for Customer Service Management

# Configuring 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 various aspects of Omnichannel Callback for Customer Service Management to enable callback
feature based on the specific requirements of your organization.

Installing and configuring Omnichannel Callback for Customer Service Management enables your customers to
request a callback from various channels such a Virtual Agent, the Customer Service Portal, and Engagement Messenger.

The configuration process consists of the configuration tasks listed in the following
table.
{#configure-omni-callback__table_rkj_wm4_cmb__entry__2}

| Task | Description |
|-|-|
| [Install Omnichannel Callback for Customer Service Management](https://servicenow-prod.fluidtopics.net/AR0uFHwoP27ERLxAQw1rQw "You can install the Omnichannel Callback for Customer Service Management application (sn_callback) if you have the admin role.") | Install the Omnichannel Callback application (sn_callback). |
| [Configure the callback behavior for Omnichannel Callback for Customer Service Management](https://servicenow-prod.fluidtopics.net/09O0mlaH9eVJ4avHwl6RdA "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.") | Configure the various aspects of callback such as max retry attempts and expire time. |
| [Publish the virtual agent topics for callback](https://servicenow-prod.fluidtopics.net/2AsApmOcNUDOzY3RJrdj8A "Publish the Virtual Agent topics for callback to help your customers request a callback from agents when there’s a long wait time to reach a live agent or agents are unavailable.") | Publish the callback virtual agent topics to display the callback option to customers on Virtual Agent clients. |
| [Callback feature configuration form](https://servicenow-prod.fluidtopics.net/dSS3pKOavWqMa1TXItwXNw "Description of the Callback feature configuration form fields.") | Configure the callback feature in Engagement Messenger. |
[Table 1. Configuration tasks]

{#configure-omni-callback__table_rkj_wm4_cmb}