---
schema_version: "1"
id: efa65170f57cf11dea5365b3db952d21acd7d4e3eb4ee87ae84f75df4761b9d3
title: Rebook Appointments with Agentforce
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/fs_agentforce_rebook.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fs_agentforce_rebook.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 2d0f82ca4f1619ca039602eb8bd7234f54d4af94e42b817cf06543b9c52e11af
description: 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.
products:
  - Field Service
release: "264"
---
# Rebook Appointments with Agentforce

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

<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 an <strong>Agentforce for Field Service</strong> license. 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:left;vertical-align:top;" id="d170286e82">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d170286e82 ">To use the option from the Classic Dispatch Console or the Schedule Console: </td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d170286e82 ">Rebook with Agentforce from Dispatch Console </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d170286e82 ">To let the agent perform the action:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d170286e82 ">Field Service AI Agent Permissions</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d170286e82 ">To let the agent run the required flow:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d170286e82 ">Run Flow </td>

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

If you can’t see this option, ask your admin to [set it up](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_customer_outreach_setup_aea_agent_studio.htm&release=264.0.0&type=5 "Let employees, such as dispatchers and service managers, rebook appointments from the Agentforce panel anywhere in Salesforce.") using the New Agentforce Builder.

1. 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](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_autonomous_scheduling_utterances_studio.htm&release=264.0.0&type=5 "These utterances are examples of ways to trigger Autonomous Scheduling. Your customers aren’t required to use these exact phrases. They can use natural language, which Agentforce understands. Use these utterances to see how the agent works in Agentforce Builder.") for additional phrases you can use.
2. 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.
3. 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
4. If all of these checks pass, a message is sent to the customer to let them know that their appointment needs to be rebooked.
5. If the customer replies and proceeds with rebooking the appointment, Agentforce helps them find and schedule a new time slot.
6. If the customer confirms, the appointment is rebooked and you’re notified.
7. 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](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_monitor_omni_channel.htm&release=264.0.0&type=5 "After you’ve set up monitoring, you can use the Omni-Channel component to monitor and handle escalated conversations from Field Service customers. We recommend using the Omni-Channel sidebar.").
8. Keep an eye on the status of the appointment in the [Agentforce Scheduling Supervisor View](https://help.salesforce.com/s/articleView?id=service.fs_agentforce_supervisor_view_parent.htm&release=264.0.0&type=5 "To make sure Field Service scheduling operations run smoothly, monitor live conversations between AI agents and customers.").