When used together with ServiceNow Voice with Virtual Agent, the callback platform capability provides the ability to use preconfigured Virtual Agent topics to enable the callback capability using the voice channel, so callers are no longer required to wait on hold.

Ability to automatically schedule a callback by configuring the number of retry attempts, duration between each retry attempt, and the expiration length to stop retrying, in the callback admin settings page.

The application also retains records of each callback attempt as a separate interaction record that can be reported against for quality metrics.

Allows users to schedule a callback at a predefined time period in the future using both voice and video (requires third party voice or video provider), giving users the flexibility to choose preferred time and channel to receive the callback.

Allows you to configure callback for all existing conversational integration channels, for example, Slack, Microsoft Teams, Web, Mobile, Facebook Messenger, Facebook Workplace, in addition to Phone.