---
schema_version: "1"
id: b108451601dba49f194e5fc5833dd0d47732cb8116461c6412912614a18ac3f9
title: Prerequisites for Using 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_prereqs_for_using_engagement_channels.md
canonical_url: https://help.salesforce.com/s/articleView?id=platform.ls_prereqs_for_using_engagement_channels.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 33290acdd2cc4034c11c3b5873fada6c91c8c041e747c5087ef6b36fa39ca189
description: 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.
products:
  - Scheduler
  - Salesforce Platform
release: "264"
---
# Prerequisites for Using Engagement Channel Types

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.

### 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>

- Always enable shifts when you use engagement channel types.
- To create engagement channel type records for Salesforce Scheduler, add the Active and Usage Type fields to the Engagement Channel Type page. For more information on how to add these fields, see [Update Engagement Channel Type Page Layout for Salesforce Scheduler](https://help.salesforce.com/s/articleView?id=platform.ls_engagement_channel_page_layout.htm&release=264.0.0&type=5 "To create engagement channel types for Salesforce Scheduler, add the Active and Usage Type fields to the Engagement Channel Type page.").
- Create Engagement Channel Type records and relate the records to the Shift and Work Type records.
- Add the Engagement Channel Type field in the General Information section of the Service Appointment and Appointment Invitation object page layouts.
- Configure the related lists of the Engagement Channel Type, Shift, and Work Type objects by adding the corresponding junction objects:
    - For Engagement Channel Type, add the Shift Engagement Channels and Engagement Channel Work Types junction objects.
    - For Work Type, add the Engagement Channel Work Types junction object.
    - For Shift, add the Shift Engagement Channel junction object.
        
        For information on how to configure the related list, see [Configure Related Lists for Salesforce Scheduler Object Page Layouts](https://help.salesforce.com/s/articleView?id=platform.ls_admin_config_related_lists.htm&release=264.0.0&type=5 "Configure related lists for Salesforce Scheduler objects so that Salesforce Scheduler users can easily access more details related to an object record. For example, after you create a service territory, from the Service Territory Members related list, you can assign a service resource to the service territory. And from the Service Territory Work Types related list, you can assign a work type to the service territory.").
- Create the Shift Engagement Channel and Engagement Channel Work Type records for the shifts that are applicable after you enable the Schedule Appointments Using Engagement Channels setting.

- **[Update Engagement Channel Type Page Layout for Salesforce Scheduler](https://help.salesforce.com/s/articleView?id=platform.ls_engagement_channel_page_layout.htm&release=264.0.0&type=5)**  
    To create engagement channel types for Salesforce Scheduler, add the Active and Usage Type fields to the Engagement Channel Type page.

#### See Also

- [Define Shift Rules in Scheduling Policy](https://help.salesforce.com/s/articleView?id=platform.ls_use_shifts_to_determine_time_slots.htm&release=264.0.0&type=5 "To use shifts instead of the service territory member’s operating hours when determining available time slots, enable shift-specific rules in the scheduling policy.")
- [Edit Page Layouts for Standard Objects](https://help.salesforce.com/s/articleView?id=platform.customize_layoutcreate.htm&type=5&language=en_US)
- [Modify the Review Service Appointment Screen](https://help.salesforce.com/s/articleView?id=platform.ls_modify_the_review_service_appointment_screen.htm&release=264.0.0&type=5 "To modify the Review Service Appointment Screen layout for users, change the Service Appointment layout assigned to the users' profile.")