---
schema_version: "1"
id: 44b2094cccd51ab3742451a4a62a06a6045be11c4f703e631b662e5a2b9dbd41
title: Understanding Messaging Sessions and Service Appointments 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_monitor_understand_studio.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_monitor_understand_studio.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 36abbffab4d760881bc41f5aa36f01809970690d5d3adca2a9a43d6000a938ef
description: Learn about how engagement topics connect between messaging sessions and service appointments.
products:
  - Field Service
release: "264"
---
# Understanding Messaging Sessions and Service Appointments in the New Agentforce Builder

Learn about how engagement topics connect between messaging sessions and service appointments.

### 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>

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](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_monitor_setup_studio.htm&release=264.0.0&type=5 "Before using Omni Supervisor or Omni-Channel, set up the Messaging Session object’s page layout to display engagement topics.").

In Field Service, by default, you can get to Engagement Topics from the service appointment’s related lists.

![Engagement Topics related list on the Service Appointment object](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_et_related_list.png)

![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 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.