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Callback requests by agents › Use omnichannel callback › Customer communication › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Cancel a callback

Cancel scheduled callbacks when customers no longer require the callback or the issue has been resolved through other means.

Before you begin

Role required: sn_omni_callback.callback_writer

About this task

Cancel is visible only to agents with the sn_omni_callback.callback_writer role.

Procedure

  1. Navigate to Workspaces > CSM/FSM Configurable Workspace..

  2. Select the List icon (

Image omitted: list-icon-callback.png
List icon to view callback list\)

  1. In the Callbacks section, select Scheduled callbacks.

  2. Access the callback task record page by either:

    • Selecting the callback in the Scheduled Callbacks list view, or
    • Selecting the callback tile in the contextual side panel.
    • In the confirmation modal that appears, confirm the cancellation.

  3. Select Yes to confirm.

Result

  • A confirmation message displays indicating the callback has been successfully canceled.
  • The callback task state is set to Canceled.