---
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 using Engagement Messenger

# Working with callback requests using Engagement Messenger {#ariaid-title1}

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

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.

## Request a callback using Engagement Messenger {#ariaid-title2}

Request an immediate voice callback or schedule a voice or video callback from an
agent using Engagement Messenger.

### Before you begin

Role required: none

### About this task

You can request an immediate callback only over a voice channel. Use the
Call me later option to request a video call.

### Procedure

1. In Engagement Messenger, select the Request a callback card.
2. In the Callback requests page, select Request a callback.
3. Enter your name, phone number, issue type, and description.
4. Select whether to receive an immediate voice callback from an agent or schedule a voice or video callback for later.

   | Type of callback | Action |
   | Immediate voice callback | Select Call me now. |
   | Scheduled voice or video callback | 1. Select Call me later. 2. Select the type of call. * For a phone call, select Voice. * For a video call, select Zoom. {#asap-callback-em__ul_flg_q4r_2wb} 3. Select a date and time from the calendar. The date and time slots indicate the agent's availability. {#asap-callback-em__ol_elg_q4r_2wb} |
   |-|-|

   {#asap-callback-em__choicetable_dlg_q4r_2wb}
5. Select Submit.

### Result

* A callback request is created.
* A confirmation email is sent.
{#asap-callback-em__ul_cff_yq3_zvb}

## Reschedule a callback using Engagement Messenger {#ariaid-title3}

Reschedule a callback from an agent using Engagement Messenger.

### Before you begin

Role required: none

### Procedure

1. In Engagement Messenger, select the Request a callback card.
2. In the Callback requests page, select the callback request that you want to reschedule.
3. Select Reschedule.
4. Choose a date and time from the calendar.  
   The date and time slots indicate the agent's availability.
5. Select Submit.
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### Result

* The callback request is rescheduled.
* A confirmation email is sent.
{#reschedule-callback-em__ul_vs1_jqk_zvb}

## Cancel a callback using Engagement Messenger {#ariaid-title4}

Cancel a callback from an agent using Engagement Messenger.

### Before you begin

Role required: none

### Procedure

1. In Engagement Messenger, select the Request a callback card.
2. In the Callback requests page, select the callback request that you want to cancel.
3. Select Cancel .
4. Confirm the cancellation in the confirmation message.
{#cancel-callback-em__steps_hn4_rnk_zvb}

### Result

* A callback request is canceled.
* A confirmation email is sent.
{#cancel-callback-em__ul_vs1_jqk_zvb}