Configure the callback behavior for Omnichannel Callback for Customer Service Management

  • Release version: Yokohama
  • Updated January 30, 2025
  • 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 sys_properties.list.
    2. In the Name search field, enter sn_callback.
    3. Configure any of the properties listed in the following table.
      Table 1. Callback properties field description
      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.