---
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


---

# Callback feature configuration form

# Callback feature configuration form {#ariaid-title1}

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

Description of the Callback feature configuration form fields.
* For more information about how to configure Omnichannel Callback for Customer Service Management (CSM), see[Configuring Omnichannel Callback for Customer Service Management](https://servicenow-prod.fluidtopics.net/0Iy3Jgekf5Q~gcbGxwyW~A "Configure various aspects of Omnichannel Callback for Customer Service Management to enable callback feature based on the specific requirements of your organization.")
* For more information about how to manage a callback from an agent using Engagement Messenger, see [Working with callback requests using Engagement Messenger](https://servicenow-prod.fluidtopics.net/6o3wAW2u3_uXnuOr3gjAQQ#request-callback-from-em "As a customer, you can request a callback from a customer service agent using Engagement Messenger. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.")
{#em-callback__ul_hfz_ngx_2wb}
{#em-callback__table_opq_wb1_g4b__entry__2}

| Field | Description |
|-|-|
| Choose how to display the card | The type of display for the feature card on the messenger's home page. The available options are: * Use an image in a card: Shows a feature card as a clickable image. * Use a title and subtitle in a card: Shows a title and subtitle text as a display feature card {#em-callback__ul_drb_zrt_1tb} |
| Image | An image that appears as a feature card on the messenger's home page and has a portal or catalog link embedded in it. Note: This field appears only when Use an image in a card is selected from the Choose how to display the card field. |
| Use a title and subtitle in a card | * Title text: Title of the feature widget in the messenger. * Subtitle text: Description for the feature widget in the messenger. {#em-callback__ul_exx_lst_1tb} Note: This field appears only when Use a title and subtitle in a card is selected from the Choose how to display the card field. |
| Page type | The portal page that opens within the messenger when the user clicks on the feature card. By default em_show_callback is set to a portal page. For more information, see [Requirements for embedding portal pages in Engagement Messenger](https://community.servicenow.com/community?id=community_article&sys_id=9a1b08a91be30114a59033f2cd4bcbc4). |
| Enable for authenticated users | Option for enabling the Callback feature for users who sign in to the website that hosts the messenger. |
[Table 1. Callback feature configuration form]

{#em-callback__table_opq_wb1_g4b}