Learn about how engagement topics connect between messaging sessions and service appointments.
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. |
The Messaging Session object holds a conversation between an agent and a customer.
The Engagement Topic object connects the messaging session that holds the conversation to a service appointment.
In Service, to get from a messaging session in Omni Supervisor or from the Omni-Channel component to its associated service appointment, add an Engagement Topic component to the Messaging Session object’s page layout. See Set Up Monitoring for Autonomous Scheduling in the New Agentforce Builder.
In Field Service, by default, you can get to Engagement Topics from the service appointment’s related lists.
Note If you customize the actions used by the agent and don’t use Engagement Topics in your solution, you can’t see these conversations in the Agentforce Scheduling Supervisor View. This can happen, for example, if you’re not scheduling service appointments. However, you can still view
them in Omni Supervisor and the Omni-Channel component.