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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

Reschedule a callback

Reschedule callbacks on behalf of customers when the original scheduled time is no longer suitable.

Before you begin

Role required: sn_omni_callback.callback_writer

About this task

Reschedule is visible only to agents with the sn_omni_callback.callback_writer role and only for scheduled callbacks.

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. Navigate to 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.
    • Select Reschedule.

    Note: Reschedule is visible only for scheduled callbacks.

  3. In the Reschedule widget, view the current scheduled date, time, and customer time zone.

  4. Select a new date and time using the calendar widget.

  5. Select Reschedule.

Result

  • A confirmation message displays indicating the callback has been successfully rescheduled.
  • The callback task is updated with the new schedule.
  • The state remains as Open.