Create agents, messaging components, and flows. Then, route your conversations to the appropriate agent.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition. |
Note If you’ve used Salesforce Go to set up an agent that lets dispatchers rebook appointments
with Agentforce from the Gantt, you can skip to Routing Your
Agent.
- Create an Agentforce Service Agent for Customer Outreach in the New Agentforce Builder
Create an additional agent that rebooks service appointments, coordinates asset maintenance appointments, and sends customers reminders about their upcoming appointments. - Create an Agentforce Employee Agent for Customer Outreach in the New Agentforce Builder
Let employees, such as dispatchers and service managers, rebook appointments from the Agentforce panel anywhere in Salesforce. - Create the Messaging Components for Customer Outreach in the New Agentforce Builder
Set up a messaging component for every message that you want to send to your customers. - Create the Notification Flow for Customer Outreach in the New Agentforce Builder
Create a notification flow that sends notifications to the customer when triggered. - Create the Interactive Appointment Reminder Flow for Customer Outreach in the New Agentforce Builder
Create an appointment reminder flow that triggers the notification flow you created. - Create the Asset Maintenance Flow for Customer Outreach in the New Agentforce Builder
Create an asset maintenance flow that triggers the notification flow you created. - Route Your Autonomous Scheduling Conversations in the New Agentforce Builder
Set up flows to route conversations to the required agent and from the agent to an escalation queue, rep, or other destination you specify.