---
schema_version: "1"
id: 8f508b262b1ddfa17f5220bef9c197c20bf74d55924955f2628a4a22ab7d578f
title: Configure Autonomous Scheduling for Field Service in the New Agentforce Builder
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/fs_agentforce_autonomous_scheduling_configure_studio.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f7a115308a4f331aa79da28cfc5087bdac50361b8cc1df1ccbc5ad7a8d48b604
description: You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions, and some of them call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more.
products:
  - Field Service
release: "264"
---
# Configure Autonomous Scheduling for Field Service in the New Agentforce Builder

You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions, and some of them call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more.

### 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>, <strong>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Field Service and Foundations. Also available with <strong>Einstein 1 Field Service</strong> Edition or <strong>Agentforce 1 Field Service</strong> Edition.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
          <colgroup>
            <col style="width:50%">
            <col style="width:50%">
          </colgroup>
          <thead class="slds-text-title_caps ">
            <tr class="">
              <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d28670e88">User Permissions Needed</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e88 ">To manage agents:</td>

              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e88 ">
                <p>Manage Agentforce Service Agents AND Manage AI Agents </p>
                <p>OR</p>
                <p style="margin-bottom:0;">Customize
                  Application</p>
              </td>

            </tr>
          </tbody>
        </table>

Watch the video to see some of the ways that you can configure your Autonomous Scheduling experience.

## Get Started

To personalize your agent, follow these steps.

1. From the App Launcher, find and select **Agentforce Studio**.
2. Open your agent. The agent opens in the new Agentforce Builder.
3. From Settings, modify the details. For example, from System, modify the [Welcome Message](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, the welcome message is taken from the agent template that you selected when creating the agent. If you want to personalize the message, follow these steps. Leave this message empty for Customer Outreach because your company is approaching the customer with a specific predefined message.").
4. From Subagents, modify the subagents that this agent uses. For example, remove a subagent that you don’t want to use or modify a subagent’s instructions.
5. Identify the flows that the agent uses and modify them in Flow Builder. For example, you can modify the scheduling policy or operating hours.

Here are some examples of components that you can personalize to reflect your org’s preferences.

- [Address](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, the customer’s address is taken from the contact record. If your org uses the account record for storing addresses, follow these steps.")
- [Escalations](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "The agent includes various scenarios where a conversation is escalated to a representative. If you want to add, remove, or modify any of these scenarios, follow these steps.")
- [Messaging Channels for Customer Outreach](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, if you create a Field Service Customer Outreach Scheduling agent from Agentforce Studio, the notification flow that’s used for outreach messages is set up to use the SMS messaging channel. If you’ve used Salesforce Go to create your agent, the flow uses the messaging channel that you selected there. If you want to change the messaging channel, you can set up any of the messaging channels that Agentforce Service agents support besides the standard and enhanced Facebook Messenger channel. Then, connect your preferred messaging channel to the flow.")
- [Messaging Channels](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "When using an Enhanced Web Chat deployment, you can configure how information is displayed.")
- [Operating Hours](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, operating hours are set to Gold Appointments Calendar. We recommend replacing this value with the operating hours used in your org.")
- [Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, the scheduling policy is set to Customer First. We recommend replacing this value with the scheduling policy used in your org.")
- [Service Provider Information](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "You can present personalized messages after customer verification.")
- [Time Slots](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, customers are offered five time slots. If you want to change this number, follow these steps.")
- [Welcome Message](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "By default, the welcome message is taken from the agent template that you selected when creating the agent. If you want to personalize the message, follow these steps. Leave this message empty for Customer Outreach because your company is approaching the customer with a specific predefined message.")
- [Email Confirmation](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_configure_studio.htm&release=264.0.0&type=5 "Set up your agent so that it sends an email to your customers confirming that their request to schedule, reschedule, or cancel their appointment was successful.")

## Address

By default, the customer’s address is taken from the contact record. If your org uses the account record for storing addresses, follow these steps.

1. In Setup, find and select **Flows**.
2. Open the **Field Service: Create Service Appointment** flow.
3. From Flow Builder, click **Save As New Flow**.
4. Configure the flow to use the address defined in the account record instead of the contact record.
5. Save and activate the flow.

## Escalations

The agent includes various scenarios where a conversation is escalated to a representative. If you want to add, remove, or modify any of these scenarios, follow these steps.

1. To understand the guardrails that are built in to the agent, review [Ethical Instructions](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_ethics_studio.htm&release=264.0.0&type=5 "Agentforce agents are built to handle scheduling tasks with integrity, by incorporating transparency and ethical use throughout. We’ve built guardrails into Autonomous Scheduling to be consistent with these principles.") and [Escalations to a Representative](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_escalations_studio.htm&release=264.0.0&type=5 "Review the scenarios that cause conversations to be escalated to a representative. When the agent escalates the conversation, it can take some time for a representative to pick up the escalation. You can modify the escalation scenarios.").
2. If you want to modify the scenarios, in Agentforce Builder, switch to the Script mode.
3. Search for escalate and escalation to locate the relevant instructions.
4. Modify the instructions as needed.

## Messaging Channels for Customer Outreach

By default, if you create a Field Service Customer Outreach Scheduling agent from Agentforce Studio, the notification flow that’s used for outreach messages is set up to use the SMS messaging channel. If you’ve used Salesforce Go to create your agent, the flow uses the messaging channel that you selected there. If you want to change the messaging channel, you can set up any of the messaging channels that Agentforce Service agents support besides the standard and enhanced Facebook Messenger channel. Then, connect your preferred messaging channel to the flow.

Before you begin, if you want to use enhanced messaging channels, follow the setup steps on [this page](https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&language=en_US&type=5). Then, follow these steps.

1. In Setup, find and select **Flows**.
2. Open the **Field Service: Notify Customer** flow.
3. From Flow Builder, click **Save As New Flow**.
4. Update the messaging channel’s developer name.
    
    1. Open the Get Messaging Channel element.
    2. Under Filter Messaging Channel Records, update the messaging channel’s developer name as the value of the Developer Name field.
        
        ![Get Messaging Channel element in the flow](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_messaging_channel.png)
    
    ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png)
    
    Tip You can find the messaging channel’s developer name in Messaging Settings in Setup.
    
    ![Messaging Channel developer name in Setup](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_messaging_settings.png)
5. Update the messaging channel type and modify the messaging platform key.
    1. Open the Create Messaging User Record element and go to the Set Field Values for the Messaging User section.
    2. Under Messaging Channel, select **Use messaging channel’s resource** and then select MessagingChannelId.
    3. Under Messaging Platform Key, enter {!Get\_Contact.MobilePhone} for SMS and {!Get\_Contact.Email} for WhatsApp.
        
        ![Create messaging user record](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_messaging_user.png)
6. Save and activate the flow.

## Messaging Channels

When using an Enhanced Web Chat deployment, you can configure how information is displayed.

1. In Setup, find and select **Embedded Service Deployments**.
2. Customize the settings of the messaging channel. For example, you can [show typing indicators](https://help.salesforce.com/s/articleView?id=service.miaw_configure_web_deployment_1.htm&type=5&language=en_US).

## Operating Hours

By default, operating hours are set to Gold Appointments Calendar. We recommend replacing this value with the operating hours used in your org.

1. Edit the flow that gets the time slots.
    1. In Setup, find and select **Flows**.
    2. Open the **Field Service: Get Appointment Time Slots** flow.
    3. From Flow Builder, click **Save As New Flow**.
    4. Open the toolbox and edit the **operatingHoursName** variable.
    5. Replace the default value of the variable with the name of your preferred operating hours.
        
        ![Default operating hours](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_operating_hours.png)
    6. Save and activate the flow.
2. Edit the flow that updates the appointment’s arrival window.
    1. From Flows, open the **Field Service: Update Appointment Arrival Window** flow.
    2. From Flow Builder, click **Save As New Flow**.
    3. Open the toolbox and edit the **operatingHoursName** variable.
    4. Replace the default value of the variable with the name of your preferred operating hours.
        
        ![Default operating hours](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_operating_hours.png)
    5. Save and activate the flow.

## Scheduling Policy

By default, the scheduling policy is set to Customer First. We recommend replacing this value with the scheduling policy used in your org.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png)

Note Make sure that the scheduling policy that you’re using includes the Scheduled Start and Scheduled End work rules. See [Review the Prerequisites for Autonomous Scheduling in the New Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_prereq_studio.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents.").

1. Edit the flow that gets the time slots.
    1. In Setup, find and select **Flows**.
    2. Open the **Field Service: Get Appointment Time Slots** flow.
    3. From Flow Builder, click **Save As New Flow**.
    4. Open the toolbox and edit the **schedulingPolicyName** variable.
    5. Replace the default value of the variable with the name of your preferred scheduling policy.
        
        ![Default scheduling policy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_scheduling_policy.png)
    6. Save and activate the flow.
2. Edit the flow that schedules the service appointment.
    1. From Flows, open the **Field Service: Schedule Service Appointment** flow.
    2. From Flow Builder, click **Save As New Flow**.
    3. Open the toolbox and click the **DefaultSchedulingPolicy** constant.
    4. Replace the value of the constant with the name of your preferred scheduling policy.
        
        ![Scheduling policy value](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/fs_agentforce_scheduling_scheduling_policy_constant.png)
    5. Save and activate the flow.
3. Edit the flow that updates the appointment’s arrival window.
    1. From Flows, open the **Field Service: Update Appointment Arrival Window** flow.
    2. From Flow Builder, click **Save As New Flow**.
    3. Open the toolbox and edit the **schedulingPolicyName** variable.
    4. Replace the default value of the variable with the name of your preferred scheduling policy.
        
        ![Default scheduling policy](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_scheduling_policy.png)
    5. Save and activate the flow.

## Service Provider Information

You can present personalized messages after customer verification.

1. From the list of subagents in Agentforce Builder, click the **Customer Verification for Field Service** subagent.
2. Edit the instructions to present personalized messages after customer verification by adding service provider-specific information.

## Time Slots

By default, customers are offered five time slots. If you want to change this number, follow these steps.

1. In Agentforce Builder, search for the word five.
2. Modify the number of slots in all of the instances that you find.

## Welcome Message

By default, the welcome message is taken from the agent template that you selected when creating the agent. If you want to personalize the message, follow these steps. Leave this message empty for Customer Outreach because your company is approaching the customer with a specific predefined message.

1. From the App Launcher, find and select **Agentforce Studio**.
2. Open your agent.
3. Click **System**.
4. Replace the default welcome message.

## Email Confirmation

Set up your agent so that it sends an email to your customers confirming that their request to schedule, reschedule, or cancel their appointment was successful.

### Set Up the Flow

1. In Setup, find and select **Flows**.
2. Open the **Field Service: Send Confirmation to Customer** flow.
3. Click **Save as New Flow**.
4. Enter a label and API name, then save the flow.
5. Enable sending the confirmation emails.
    1. Open the Toolbox.
    2. Open the **sendEmailOutcome** variable.
    3. Change the default value from False to True.
        
        ![False default value in variable.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_app_conf_enable.png)
    4. Click **Done**.
6. Add your company name.
    1. Open the **Set Variables** element.
    2. For the companyName variable, delete the value and enter the name of your company.
        
        ![Company name in Set Variables element](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_app_conf_companyname.png)
7. The sender’s email address is set to the current user. If you want to use an [Organization-Wide Email Address](https://help.salesforce.com/s/articleView?id=sales.orgwide_email.htm&type=5&language=en_US), follow these steps.
    1. Open the **Send Email** element.
    2. Under Configure Sender Details, for Sender Type, select **OrgWideEmailAddress**.
    3. For Sender Email Address, delete the value and enter the required email address.
        
        ![Sender email address](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/support_field_service/images/agentforce_app_conf_sender.png)
8. Save and activate the flow.

### Add Custom Labels

Create custom labels and modify them as needed.

1. In Setup, find and select **Custom Labels**.
2. Click **New Custom Label**.
3. Copy the names from this table and use them to create custom labels for the subject and body of these template types: Cancel, Schedule, and Reschedule.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_note.png)

Note You must use the names from this table because they’re referenced from the flow. You can modify the short descriptions and values as needed.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
              <colgroup>
                <col style="width:33.33333333333333%">
                <col style="width:33.33333333333333%">
                <col style="width:33.33333333333333%">
              </colgroup>
              <thead class="slds-text-title_caps ">
                <tr class="">
                  <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d28670e1240">Short Description</th>
                  <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d28670e1243">Name</th>
                  <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d28670e1246">Value</th>
                </tr>
              </thead>
              <tbody>
                <tr class="">
                  <td data-label="Short Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1240 ">Subject of the confirmation email for canceled appointments.</td>

                  <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1243 ">Email_Confirmation_Cancel_Subject_template</td>

                  <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1246 ">Your appointment with {Company Name} was canceled</td>

                </tr>
                <tr class="">
                  <td data-label="Short Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1240 ">Body of the confirmation email for canceled appointments.</td>

                  <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1243 ">Email_Confirmation_Cancel_template</td>

                  <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1246 ">
                    <p>Hi {FirstName LastName},</p>
                    <p>Your {Work Type} appointment {Appointment Number} that was
                      originally scheduled for {Original Date &amp; Time} was canceled.</p>
                    <p style="margin-bottom:0;">Thank you,
                      {Company Name}</p>
                  </td>

                </tr>
                <tr class="">
                  <td data-label="Short Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1240 ">Subject of the confirmation email for scheduled appointments.</td>

                  <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1243 ">Email_Confirmation_Schedule_Subject_template</td>

                  <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1246 ">Your appointment with {Company Name} was scheduled</td>

                </tr>
                <tr class="">
                  <td data-label="Short Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1240 ">Body of the confirmation email for scheduled appointments.</td>

                  <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1243 ">Email_Confirmation_Schedule_template</td>

                  <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1246 ">
                    <p>Hi {FirstName LastName},</p>
                    <p>Your {Work Type} appointment {Appointment Number} is
                      scheduled for {Date &amp; Time} at this address: {Street and Number}, {City}, {State}
                    </p>
                    <p style="margin-bottom:0;">Thank you, {Company Name} </p>
                  </td>

                </tr>
                <tr class="">
                  <td data-label="Short Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1240 ">Subject of the confirmation email for rescheduled appointments.</td>

                  <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1243 ">Email_Confirmation_Reschedule_Subject_template</td>

                  <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1246 ">Your appointment with {Company Name} was rescheduled</td>

                </tr>
                <tr class="">
                  <td data-label="Short Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1240 ">Body of the confirmation email for rescheduled appointments.</td>

                  <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1243 ">Email_Confirmation_Reschedule_template</td>

                  <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d28670e1246 ">
                    <p>Hi {FirstName LastName},</p>
                    <p>Your {Work Type} appointment {Appointment Number} that was
                      originally scheduled for {Original Date &amp; Time} is now scheduled for {Date &amp; Time}
                      at this address: {Street and Number}, {City}, {State} </p>
                    <p style="margin-bottom:0;">Thank you, {Company
                      Name}</p>
                  </td>

                </tr>
              </tbody>
            </table>