---
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


---

# Working with callback requests from an agent

# Working with callback requests from an agent {#ariaid-title1}

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

Customers can request a callback from an agent when the wait time to reach an agent is
too long or agents are unavailable.

## Callback requests by customers {#request-callback-from-agent__section_b2h_14b_zvb}

Customers can request a callback either as soon as possible or at a preferred date and time
from one of the following channels:  
* Virtual Agent
* Customer Service Portal
* Engagement Messenger
{#request-callback-from-agent__ul_qgv_f4b_zvb}

Customers can request an immediate callback on a voice channel such as phone or schedule a
video callback over Zoom.

## Callback requests for agents {#request-callback-from-agent__section_by4_b4b_zvb}

The agents can perform the following actions:

* Review the context of the interaction such as knowledge base article views, search history, and the Virtual Agent conversation before calling the customer to become familiar with the context.
* Use the Click-to-call button to make a voice call to a customer either as soon as possible or at a scheduled date and time.
* Use the Zoom meeting URL to make a video call to a customer at a scheduled date and time.
* Retry the callback if the customer does not accept the call.
* Reroute the callback request to a different agent.
{#request-callback-from-agent__ul_nb1_w4b_zvb}