Set up callback handling in ServiceNow

AI-generated summary

Genesys Cloud callback handling in ServiceNow enables agents to manage the complete callback workflow within the ServiceNow workspace through the Unified Experience from Genesys integration. Prerequisites include installing and configuring the Unified Experience application, enabling voice and native call controls, and assigning the sn_omni_callback.callback_admin role to the integration user. Agents can receive callback alerts, accept or decline them, dial customers, transfer calls, and close interactions, while Genesys Cloud manages callback routing and queue behavior based on skills, availability, and customer preferences. Implementation requires creating and configuring queues in Genesys Cloud first, then establishing corresponding external queues in ServiceNow by selecting the appropriate service channel, setting condition mode to Simple, enabling the External option, and entering the Genesys Cloud queue ID in the Provider queue ID field. Division IDs must be configured in the integration's advanced settings in JSON format to ensure proper message scoping, authentication, and routing according to organizational structure. Correct division ID configuration is essential for maintaining access control, consistent routing logic, and reliable integration behavior between the two platforms.

PrerequisitesClick to expand

With Unified Experience from Genesys and ServiceNow integration, agents handle the entire agent-first callback in the ServiceNow workspace. Agents can receive the callback alert, decline, or answer it, dial the customer, transfer the call, and close it out. While Genesys Cloud owns the callback routing and queue behavior, ServiceNow provides the agent-facing experience.

Complete the following procedures for Genesys Cloud to route the callbacks to the appropriate agent based on skills, availability, and customer preferences:

Create queues in ServiceNowClick to expand

Before you create external queues in ServiceNow:

Create and configure queues in Genesys Cloud.
Check the callback settings that are available while configuring the queue in Genesys Cloud. For more information, see the Callback channels section in Create and configure queues.

Set up external queues in ServiceNow that correspond to Genesys Cloud queues. With the setup of Unified Experience from Genesys and ServiceNow integration, administrators can now create queues in ServiceNow that externally route to Genesys Cloud. When you create a queue in ServiceNow, select the following options:

Service channel – Select the service channel for the Callback type.
Condition mode – Select Simple.
External – Select this option. Under the External third-party routing section, enter the Genesys Cloud queue ID for Provider queue ID field. For more information, see How can I get the queue ID for my queue in Genesys Cloud?

Add division Ids in the advanced configuration of the integrationClick to expand

Before configuring the integration in Genesys Cloud, you must set up the necessary divisions in Genesys Cloud based on your organizational structure and routing needs. After you create the divisions, add the relevant division Id to the Unified Experience from Genesys and ServiceNow integration’s advanced configuration.

When you set up the integration in Genesys Cloud, include the divisionIds and specify the appropriate divisions in JSON format. This addition ensures that incoming messages are properly scoped, authenticated, and routed according to the correct division, aligning with queue mappings and agent assignments.

Proper configuration of division Ids is essential for maintaining accurate access control, consistent routing logic, and reliable integration behavior between Genesys Cloud and ServiceNow.

This image is a screenshot of the Advanced Configuration of the Unified Experience from Genesys and ServiceNow integration.

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