---
schema_version: "1"
id: 7eb76a28a42b4de21acdaf379851c60238edf87f685d872487dcb4b51be8a913
title: Engagement Channel Types
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/platform/264-0-0/ls_engagement_channels.md
canonical_url: https://help.salesforce.com/s/articleView?id=platform.ls_engagement_channels.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: c37ec63f5857b1a12998d0434fc431ffc50c55af7e69acb77e3878ea42f3e8c5
description: Engagement channel types are mediums, such as Phone, Video, and In Person that service resources use to meet customers. Enable the Schedule Appointments Using Engagement Channels setting so that territory managers and service resources can use the engagement channel types and the channel types' junction objects. Territory managers and service resources can define the availability of resources for the engagement channel types by adding one or more channel types to a shift. Salesforce Scheduler shows service resources and resource time slots based on the channel type that a user selects when creating an appointment.
products:
  - Scheduler
  - Salesforce Platform
release: "264"
---
# Engagement Channel Types

Engagement channel types are mediums, such as Phone, Video, and In Person that service resources use to meet customers. Enable the Schedule Appointments Using Engagement Channels setting so that territory managers and service resources can use the engagement channel types and the channel types' junction objects. Territory managers and service resources can define the availability of resources for the engagement channel types by adding one or more channel types to a shift. Salesforce Scheduler shows service resources and resource time slots based on the channel type that a user selects when creating an appointment.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience.</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions</td></tr></tbody></table>

Engagement channel types filter service resources based on the engagement channel type that the resources are available for. We recommend using engagement channel types when you want to define multiple channels in Salesforce Scheduler.

- **[Considerations for Using Engagement Channel Types](https://help.salesforce.com/s/articleView?id=platform.ls_considerations_engagement_channels.htm&release=264.0.0&type=5)**  
    Here are some things to keep in mind when you use engagement channel types.
- **[Prerequisites for Using Engagement Channel Types](https://help.salesforce.com/s/articleView?id=platform.ls_prereqs_for_using_engagement_channels.htm&release=264.0.0&type=5)**  
    Salesforce Scheduler uses the Shift Engagement Channel junction object to relate engagement channel types to shifts and the Engagement Channel Work Type junction object to relate the engagement channel types to work types. Before you enable the Schedule Appointments Using Engagement Channels setting, complete these prerequisites.
- **[Create Engagement Channel Types](https://help.salesforce.com/s/articleView?id=platform.ls_create_engagement_channels_types.htm&release=264.0.0&type=5)**  
    To define engagement channels for service appointments and to add the channels to shifts, create engagement channel types.
- **[Enable the Schedule Appointments Using Engagement Channels Setting](https://help.salesforce.com/s/articleView?id=platform.ls_enable_schedule_appnt_using_engage_channels_setting.htm&release=264.0.0&type=5)**  
    To add one or more channels to a shift, enable the Schedule Appointments Using Engagement Channels.