Rebook appointments from the Gantt or by conversing with Agentforce in natural language. Agentforce then contacts the customer to coordinate the appointment at a time that suits them.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions, with an Agentforce for Field Service license. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition. |
| User Permissions Needed | |
|---|---|
| To use the option from the Classic Dispatch Console or the Schedule Console: | Rebook with Agentforce from Dispatch Console |
| To let the agent perform the action: | Field Service AI Agent Permissions |
| To let the agent run the required flow: | Run Flow |
If you can’t see this option, ask your admin to set it up using the New Agentforce Builder.
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There are 2 ways to initiate the rebooking of an appointment with Agentforce from the
Classic Dispatcher Console or the Scheduling Console.
- Select an appointment from the Gantt or the appointment list and click the Rebook with Agentforce action.
- Use the Agentforce panel from anywhere in Salesforce to ask Agentforce to rebook up to
20 appointments.
Make sure to include the date and only one of these parameters: resource name, contact name, work type, or service territory. Multiple parameters can cause incorrect rescheduling. However, multiple instances of the same parameter can be included. For example, “Reschedule all of today's appointments for North Los Angeles and East Los Angeles”. See Sample Utterances for additional phrases you can use.
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Agentforce then checks that the appointment:
- Doesn’t have an active messaging session
- Isn’t part of a complex work chain
- Isn’t pinned
- Isn’t a bundle service appointment
- Isn’t a bundle member service appointment
- Isn’t in the Canceled or Completed status category
If any of these checks fail, you receive a notification to inform you that Agentforce can’t rebook the appointment. -
If all of these checks pass, the appointment is considered eligible for rebooking and
Agentforce checks to see if the appointment:
- Still exists
- Has a contact
- Has a related messaging channel
- Has a related messaging user who hasn’t opted out of this service
- If all of these checks pass, a message is sent to the customer to let them know that their appointment needs to be rebooked.
- If the customer replies and proceeds with rebooking the appointment, Agentforce helps them find and schedule a new time slot.
- If the customer confirms, the appointment is rebooked and you’re notified.
- If the customer doesn’t reply, after 2 hours, we send a reminder message. If the customer still doesn’t reply, after an additional 2 hours, the conversation is escalated to a representative. You can pick up the conversation from the inbox in the Omni-channel component.
- Keep an eye on the status of the appointment in the Agentforce Scheduling Supervisor View.