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

View related callbacks in the contextual side panel

View and manage active callbacks for a contact or consumer from the contextual side panel.

Before you begin

Role required: sn_omni_callback.callback_writer

About this task

Only active callbacks are displayed. Completed or canceled callbacks aren’t included.

When working on a case or interaction, callback tiles appear automatically in the contextual side panel. These tiles display all active callbacks associated with the same contact or consumer. They appear regardless of which agent scheduled them or which case or interaction they originated from. Agents can select a callback tile to view, reschedule, or cancel the callback.

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. Open a case or interaction.

  2. Select the Related lists (

Image omitted: related-lists-callback.png
Related icon.\) icon.

  1. Select Related Callbacks.

  2. View the related callback tiles in the contextual side panel.

  3. Select a callback tile to open the callback task record page.

Result

You can view related callbacks and access the callback task record page to reschedule or cancel them.