{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":4711,"path":"conversational-interfaces/omnichannel-callback/customize-callback-topic.md","title":"Customize a default callback topic","bundle":null,"doc_type":null,"release":"australia","body":"\n# Customize a default callback topic\n\nCustomize the default callback topics as per your requirements.\n\n## Before you begin\n\nRole required: admin\n\n## About this task\n\nYou can customize one of the following default callback topics: Callback-Phone for voice channels and Callback-General for messaging or chat channels. The following procedure explains how to customize the Callback-Phone topic.\n\n## Procedure\n\n1.  Duplicate the Callback-Phone topic from the Virtual Agent Designer.\n\n    For more information on how to duplicate a topic, see [Duplicate a Virtual Agent topic](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/duplicate-virtual-agent-topic.md).\n\n2.  In the Advanced properties section of the **Properties** tab, select the voice channel that you want to associate with the custom callback topic.\n\n3.  On the **Flow** tab, modify the default callback flow and set the following properties in the Script action utility, if required.\n\n    1.  Set Global Callback Executed \\(vaVars.global\\_callback\\_executed\\) to **true**.\n\n    2.  Set No Agent Available \\(vaVars.global\\_show\\_no\\_agent\\_available\\_msg\\) to **false**.\n\n    3.  Set the following properties in the Create Callback Task node.\n\n        -   Set Global Callback Executed \\(vaVars.global\\_callback\\_executed\\) to **true**.\n        -   Set No Agent Available \\(vaVars.global\\_show\\_no\\_agent\\_available\\_msg\\) to **false**.\n        -   Callback Number \\(callback\\_number\\): Required field to be populated with the number on which the user requested a callback. This number may be the number that the user is calling from or the dialed number.\n        -   Short description \\(short\\_description\\): User issue description.\n        -   Initial Interaction \\(initial\\_interaction\\): Interaction detail from which the callback task has been initiated.\n        -   Max Retry Attempts \\(max\\_retry\\_Attempts\\): Maximum retry attempts after which the callback task is closed.\n        -   Expire Time \\(expire\\_time\\): Callback timeout after which the callback task is closed.\n        -   Messaging Channel \\(messaging\\_channel\\): Messaging channels configured for use. If not provided, the default callback channel is used.\n        -   Scheduled \\(scheduled\\): Set to **true** to make the callback task eligible for auto callback.\n4.  Save and publish your custom callback topic by clicking **Save** and **Publish**.\n\n5.  Map the custom callback topic to the voice service provider.\n\n    1.  Fetch the sys\\_id of your custom callback topic from the Topics \\[sys\\_cs\\_topic\\] table.\n\n    2.  Select your voice service provider from the Provider Channel Identities \\[sys\\_cs\\_provider\\_application\\] table.\n\n    3.  On the **Provider Identity Properties** tab, update the value of the **callback\\_topic\\_id** property with the sys\\_id of your custom callback topic and click **Update**.\n\n\n"}}