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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

View scheduled callbacks

View all scheduled callbacks in a list view and access individual callback records to reschedule or cancel them.

Before you begin

Role required: sn_customerservice_agent

About this task

The Scheduled Callbacks list view displays all scheduled callbacks with details such as callback task number, contact or consumer name, callback number, scheduled start time, and reason for the call. Only callbacks with a type as Scheduled and the state as Open are displayed.

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. Select a scheduled callback to open the callback task record page.

Result

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