---
title: Working with callback requests using Engagement Messenger
description: As a customer, you can request a callback from a customer service agent using Engagement Messenger. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.Request an immediate voice callback or schedule a voice or video callback from an agent using Engagement Messenger.Reschedule a callback from an agent using Engagement Messenger.Cancel a callback from an agent using Engagement Messenger.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/request-callback-from-em.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Callback requests from customers, Use omnichannel callback, Customer communication, Use, Customer Service Management]
---

# Working with callback requests using Engagement Messenger

As a customer, you can request a callback from a customer service agent using Engagement Messenger. You can request an immediate callback or schedule a voice or video callback that you can reschedule or cancel.

## Request a callback using Engagement Messenger

Request an immediate voice callback or schedule a voice or video callback from an agent using Engagement Messenger.

### Before you begin

Role required: none

### About this task

You can request an immediate callback only over a voice channel. Use the **Call me later** option to request a video call.

### Procedure

1.  In Engagement Messenger, select the **Request a callback** card.

2.  In the Callback requests page, select **Request a callback**.

3.  Enter your name, phone number, issue type, and description.

4.  Select whether to receive an immediate voice callback from an agent or schedule a voice or video callback for later.

<table id="choicetable_dlg_q4r_2wb"><thead><tr><th align="left" id="d72778e133">

Type of callback

</th><th align="left" id="d72778e136">

Action

</th></tr></thead><tbody><tr><td id="d72778e142">

**Immediate voice callback**

</td><td>

Select **Call me now**.

</td></tr><tr><td id="d72778e154">

**Scheduled voice or video callback**

</td><td>

1.  Select **Call me later**.
2.  Select the type of call.
    -   For a phone call, select **Voice**.
    -   For a video call, select **Zoom**.
3.  Select a date and time from the calendar.

The date and time slots indicate the agent's availability.

</td></tr></tbody>
</table>5.  Select **Submit**.


### Result

-   A callback request is created.
-   A confirmation email is sent.

## Reschedule a callback using Engagement Messenger

Reschedule a callback from an agent using Engagement Messenger.

### Before you begin

Role required: none

### Procedure

1.  In Engagement Messenger, select the **Request a callback** card.

2.  In the Callback requests page, select the callback request that you want to reschedule.

3.  Select **Reschedule**.

4.  Choose a date and time from the calendar.

    The date and time slots indicate the agent's availability.

5.  Select **Submit**.


### Result

-   The callback request is rescheduled.
-   A confirmation email is sent.

## Cancel a callback using Engagement Messenger

Cancel a callback from an agent using Engagement Messenger.

### Before you begin

Role required: none

### Procedure

1.  In Engagement Messenger, select the **Request a callback** card.

2.  In the Callback requests page, select the callback request that you want to cancel.

3.  Select **Cancel** .

4.  Confirm the cancellation in the confirmation message.


### Result

-   A callback request is canceled.
-   A confirmation email is sent.