---
schema_version: "1"
id: 94175e52b343ed4e0fbd9aeaa6bc84ae0a6ba5104025da56baae7b5fdd9c8f15
title: Configure Autonomous Scheduling for Field Service in the Legacy Agentforce Builder
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/fs_einstein_agentforce_scheduling_configure.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 40508dd9fafdf4d9b53b2b5cd4d2aa90c3a1944f2d0a171094847d6732a39751
description: You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions that call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more.
products:
  - Field Service
release: "264"
---
# Configure Autonomous Scheduling for Field Service in the Legacy Agentforce Builder

You can modify the behavior of Autonomous Scheduling by configuring the agent and its various components. Your agent includes details and is composed of subagents that include actions that call flows. You can configure any of these components. For example, in the agent details you can configure the welcome message, in the subagent you can configure the instructions, and in the flows you can change the scheduling policy, operating hours and more.

### 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>

<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:center;vertical-align:top;" id="d116091e88">User Permissions Needed</th>
            </tr>
          </thead>
          <tbody>
            <tr class="">
              <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e88 ">To manage agents:</td>

              <td class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e88 ">
                <p>Manage Agentforce Service Agents AND Manage AI Agents </p>
                <p>OR</p>
                <p style="margin-bottom:0;">Customize
                  Application</p>
              </td>

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

Watch the video to see some of the ways that you can configure your Autonomous Scheduling experience.

## Get Started

To personalize your agent, follow these steps.

1. In Setup, find and select **Agentforce Agents**.
2. Open your agent.
3. From Agent Details, modify the details that you entered when you created the agent and additional details, such as the messages that your customers see. For example, from System Messages, modify the [Welcome Message](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, the welcome message is taken from the agent template that you selected when creating the agent. If you want to personalize the message, follow these steps. Leave this message empty for Customer Outreach because your company is approaching the customer with a specific predefined message.").
4. Modify the subagents that this agent uses. For example, modify a subagent’s instructions.
    1. Click **Open in Builder**.
    2. Click a subagent.
    3. Click **New Version**.
    4. Modify the details.
    5. Save your changes.
5. Modify the flows. For example, modify the scheduling policy or operating hours.
    1. Click **This Subagent’s Actions**.
    2. Open the action that contains the flow that you want to update.
    3. From the Reference Action box, click ![Open flow](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_agentforce_open_flow.png).
        
        ![Reference Action box in agent action details window](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_agentforce_reference_action_box.png)
    4. In Flow Builder, modify the various elements.

Here are some examples of components that you can personalize to reflect your org’s preferences.

- [Address](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, the customer’s address is taken from the contact record. If your org uses the account record for storing addresses, follow these steps.")
- [Appointment Identifier](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, the appointment identifier that’s displayed to customers is the Service Appointment Number. If you want to use a different appointment identifier or remove the appointment identifier, follow these steps.")
- [Escalations](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "The Appointment Management for Field Service subagent includes various scenarios where a conversation is escalated to a representative. If you want to add, remove, or modify any of these scenarios, follow these steps.")
- [Messaging Channels for Customer Outreach](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, the notification flow that’s used for Customer Outreach messages is set up to use the SMS messaging channel. You can set up any of the messaging channels that Agentforce Service agents support besides the standard and enhanced Facebook Messenger channel. Then, connect your preferred messaging channel to the flow.")
- [Messaging Channel Settings](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "When using an Enhanced Web Chat deployment, you can configure how information is displayed.")
- [Operating Hours](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, operating hours are set to Gold Appointments Calendar. We recommend replacing this value with the operating hours used in your org.")
- [Scheduling Policy](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, the scheduling policy is set to Customer First. We recommend replacing this value with the scheduling policy used in your org.")
- [Service Provider Information](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "You can present personalized messages after customer verification.")
- [Time Slots](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, customers are offered five time slots. If you want to change this number, follow these steps.")
- [Welcome Message](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, the welcome message is taken from the agent template that you selected when creating the agent. If you want to personalize the message, follow these steps. Leave this message empty for Customer Outreach because your company is approaching the customer with a specific predefined message.")
- [Work Types](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "By default, all of the org’s work types are considered for scheduling. To include only relevant work types and improve the agent’s performance, follow these steps.")
- [Email Confirmation](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_configure.htm&release=264.0.0&type=5 "Set up your Scheduling Agent so that it sends an email to your customers confirming that their request to schedule, reschedule, or cancel their appointment was successful.")

## Address

By default, the customer’s address is taken from the contact record. If your org uses the account record for storing addresses, follow these steps.

1. From the list of subagents in Agentforce Builder, click **Appointment Management for Field Service** subagent.
2. Click **New Version**.
3. From the list of actions, open the **Create Appointment for Field Service** action.
4. From Reference Action, open the **Field Service: Create Service Appointment** flow.
5. From Flow Builder, click **Save As New Flow**.
6. Configure the flow to use the address defined in the account record instead of the contact record.
7. Save and activate the flow.

## Appointment Identifier

By default, the appointment identifier that’s displayed to customers is the Service Appointment Number. If you want to use a different appointment identifier or remove the appointment identifier, follow these steps.

1. In Setup, find and select **Flows**.
2. In every flow you open, from Flow Builder, click **Save As New Flow**.
3. Modify the following elements.
    - **Flow:**Field Service: Get Service Appointment Identifier
        
        **Element:** Get Service Appointment (API Name: GetServiceAppointment)
        
        ![Appointment Number field in the Get Service Appointment element of the Get Service Appointment Identifier flow](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/agentforce_identifier_flow.png)
    - **Flows:** Field Service: Cancel Service Appointment and Field Service: Schedule Service Appointment
        
        **Element:** Get Service Appointment (API Name: GetServiceAppointment)
        
        ![AppointmentNumber field in the Get Appointment element of the flows](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/agentforce_getappointment.png)
        
        **Element:** Set Service Appointment Number (API Name: SetServiceAppointmentNumber)
        
        ![serviceAppointmentNumber variable in the Set Service Appointment Number element of the flows](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/agentforce_SetServiceAppointmentNumber.png)
    - **Flow:** Field Service: Get Appointment Information
        
        **Resource in Toolbox:** ComposeSingleAppointmentBasicInfoFormula formula
        
        ![Appointment identifier in formula](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_agentforce_identifier.png)
        
        **Element:** Get Service Appointments (API Name: GetServiceAppointmentsAfterStartTime)
        
        ![GetServiceAppointmentsAfterStartTime element of the flow](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/agentforce_GetServiceAppointmentsAfterStartTime.png)
        
        **Element:** Get Service Appointments (API Name: GetServiceAppointmentsBetweenStartAndEndTimes)
        
        ![GetServiceAppointmentsBetweenStartAndEndTimes element of the flow](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/agentforce_GetServiceAppointmentsBetweenStartAndEndTimes.png)
4. Save and activate the flows.
5. If you removed these elements from the flows because you don’t want to display the service appointment number to customers, also edit the subagent instructions. This step isn’t required if you’re changing the appointment identifier.
    1. From the list of subagents in Agentforce Builder, click the **Appointment Management for Field Service** subagent.
    2. Click **New Version**.
    3. Search for this in the instructions:
        
        If successful, provide a complete message that confirms the cancellation: "I've canceled \[value of 'serviceAppointmentNumber' from action output\] that was scheduled for \[value of 'formatted date and time' from the retrieved appointment\]. Please let me know if I can help with anything else."
        
        Enter this instead:
        
        If successful, provide a complete message that confirms the cancellation: "I've canceled the appointment that was scheduled for \[value of 'formatted date and time' from the retrieved appointment\]. Please let me know if I can help with anything else."
    4. Search for this in the instructions:
        
        After the customer has selected a time slot from the presented options, call the appropriate action to finalize the scheduling. - If scheduling was successful, you must send a confirmation message to the customer. This message must include the day, date, time, and the appointment number. - For example: "\[value of serviceAppointmentNumber from the action output\] has been scheduled for \[Day of Week, Month Day\] \[Start Time\] - \[End Time\].
        
        Enter this instead:
        
        After the customer has selected a time slot from the presented options, call the appropriate action to finalize the scheduling. - If scheduling was successful, you must send a confirmation message to the customer. This message must include the day, date and time. - For example: "The appointment has been scheduled for \[Day of Week, Month Day\] \[Start Time\] - \[End Time\].
6. Save and activate the agent.

## Escalations

The Appointment Management for Field Service subagent includes various scenarios where a conversation is escalated to a representative. If you want to add, remove, or modify any of these scenarios, follow these steps.

1. Review the current escalation scenarios.
2. From the list of subagents in Agentforce Builder, click the **Appointment Management for Field Service** subagent.
3. Click **New Version**.
4. Search for escalate and escalation to locate the relevant instructions.
5. Modify the instructions as needed. For ethics-related instructions, see [Ethical Instructions](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_ethics.htm&release=264.0.0&type=5 "Agentforce agents are built to handle scheduling tasks with integrity, by incorporating transparency and ethical use throughout. We’ve built guardrails into Autonomous Scheduling to be consistent with these principles.").

## Messaging Channels for Customer Outreach

By default, the notification flow that’s used for Customer Outreach messages is set up to use the SMS messaging channel. You can set up any of the messaging channels that Agentforce Service agents support besides the standard and enhanced Facebook Messenger channel. Then, connect your preferred messaging channel to the flow.

Before you begin, if you want to use enhanced messaging channels, follow the setup steps on [this page](https://help.salesforce.com/s/articleView?id=service.messaging_automated_enhanced.htm&language=en_US&type=5). Then, follow these steps.

1. In Setup, find and select **Flows**.
2. Open the **Field Service: Notify Customer** flow.
3. From Flow Builder, click **Save As New Flow**.
4. Update the messaging channel’s developer name.
    
    1. Open the Get Messaging Channel element.
    2. Under Filter Messaging Channel Records, update the messaging channel’s developer name as the value of the Developer Name field.
        
        ![Get Messaging Channel element in the flow](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_agentforce_scheduling_messaging_channel.png)
    
    ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support_field_service-264-0-0-production-enus/3f7dceb9-dd70-454a-b49e-bbb4526a158d/images/icon_tip.png)
    
    Tip You can find the messaging channel’s developer name in Messaging Settings in Setup.
    
    ![Messaging Channel developer name in Setup](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/agentforce_messaging_settings_whatsapp.png)
5. Update the messaging channel type and modify the messaging platform key.
    1. Open the Create Messaging User Record element and go to the Set Field Values for the Messaging User section.
    2. In the Messaging Type field, delete the Text value and select your preferred type, for example WhatsApp.
    3. In the Messaging Platform Key field, delete the value. Then, for value, click New Resource.
    4. For Resource Type, select Formula.
    5. Enter an API name, for example ConvertToWhatsappNumberFormula.
    6. For Data Type, select Text.
    7. Enter this formula: SUBSTITUTE({!GetContact.MobilePhone}, "+", "")
        
        ![Create messaging user record](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/agentforce_messaging_user.png)
6. Save and activate the flow.

## Messaging Channel Settings

When using an Enhanced Web Chat deployment, you can configure how information is displayed.

1. In Setup, find and select **Embedded Service Deployments**.
2. Customize the settings of the messaging channel. For example, you can [show typing indicators](https://help.salesforce.com/s/articleView?id=service.miaw_configure_web_deployment_1.htm&type=5&language=en_US).

## Operating Hours

By default, operating hours are set to Gold Appointments Calendar. We recommend replacing this value with the operating hours used in your org.

1. Edit the flow that gets the time slots.
    1. In Setup, find and select **Flows**.
    2. Open the **Field Service: Get Appointment Time Slots** flow.
    3. From Flow Builder, click **Save As New Flow**.
    4. Open the toolbox and edit the **operatingHoursName** variable.
    5. Replace the default value of the variable with the name of your preferred operating hours.
        
        ![Default operating hours](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/agentforce_operating_hours.png)
    6. Save and activate the flow.
2. Edit the flow that updates the appointment’s arrival window.
    1. From Flows, open the **Field Service: Update Appointment Arrival Window** flow.
    2. From Flow Builder, click **Save As New Flow**.
    3. Open the toolbox and edit the **operatingHoursName** variable.
    4. Replace the default value of the variable with the name of your preferred operating hours.
        
        ![Default operating hours](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/agentforce_operating_hours.png)
    5. Save and activate the flow.

## Scheduling Policy

By default, the scheduling policy is set to Customer First. We recommend replacing this value with the scheduling policy used in your org.

![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 Make sure that the scheduling policy that you’re using includes the Scheduled Start and Scheduled End work rules. See [Complete Prerequisites for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_prereq.htm&release=264.0.0&type=5 "Make sure to complete these steps before creating your agents.").

1. Edit the flow that gets the time slots.
    1. In Setup, find and select **Flows**.
    2. Open the **Field Service: Get Appointment Time Slots** flow.
    3. From Flow Builder, click **Save As New Flow**.
    4. Open the toolbox and edit the **schedulingPolicyName** variable.
    5. Replace the default value of the variable with the name of your preferred scheduling policy.
        
        ![Default scheduling policy](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/agentforce_scheduling_policy.png)
    6. Save and activate the flow.
2. Edit the flow that schedules the service appointment.
    1. From Flows, open the **Field Service: Schedule Service Appointment** flow.
    2. From Flow Builder, click **Save As New Flow**.
    3. Open the toolbox and click the **DefaultSchedulingPolicy** constant.
    4. Replace the value of the constant with the name of your preferred scheduling policy.
        
        ![Scheduling policy value](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_agentforce_scheduling_scheduling_policy_constant.png)
    5. Save and activate the flow.
3. Edit the flow that updates the appointment’s arrival window.
    1. From Flows, open the **Field Service: Update Appointment Arrival Window** flow.
    2. From Flow Builder, click **Save As New Flow**.
    3. Open the toolbox and edit the **schedulingPolicyName** variable.
    4. Replace the default value of the variable with the name of your preferred scheduling policy.
        
        ![Default scheduling policy](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/agentforce_scheduling_policy.png)
    5. Save and activate the flow.

## Service Provider Information

You can present personalized messages after customer verification.

1. From the list of subagents in Agentforce Builder, click the **Customer Verification for Field Service** subagent.
2. Click **New Version**.
3. Edit the instructions to present personalized messages after customer verification by adding service provider-specific information.

## Time Slots

By default, customers are offered five time slots. If you want to change this number, follow these steps.

1. From the list of subagents in Agentforce Builder, click the Appointment Management for Field Service subagent.
2. Click **New Version**.
3. To locate the relevant instructions, search for five.
4. Modify the number of slots.

## Welcome Message

By default, the welcome message is taken from the agent template that you selected when creating the agent. If you want to personalize the message, follow these steps. Leave this message empty for Customer Outreach because your company is approaching the customer with a specific predefined message.

1. In Setup, find and select **Agentforce Agents**.
2. Open your agent.
3. Click **System Messages**.
4. Replace the default welcome message.
    
    ![Welcome message](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_agentforce_welcome.png)

## Work Types

By default, all of the org’s work types are considered for scheduling. To include only relevant work types and improve the agent’s performance, follow these steps.

1. In Setup, find and select **Flows**.
2. Open the **Field Service: Get Work Types** flow.
3. From Flow Builder, click **Save As New Flow**.
4. Open the **Assign Work Types** element.
5. Click **Add Assignment** and for each work type define this condition.
    
    Variable: workTypes
    
    Operator: Add
    
    Value: Work type’s name
6. Open the Get Work Types element.
7. Under Filter Work Type Records, change the Conditions Requirement to **All Conditions are met (AND)** and define this condition.
    
    Field: Work Type Name
    
    Operator: In
    
    Value: workTypes
    
    ![Work Types condition](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_agentforce_worktypes.png)
8. Save and activate the flow.

## Email Confirmation

Set up your Scheduling Agent so that it sends an email to your customers confirming that their request to schedule, reschedule, or cancel their appointment was successful.

### Set Up the Flow

1. In Setup, find and select **Flows**.
2. Open the **Field Service: Send Confirmation to Customer** flow.
3. Click **Save as New Flow**.
4. Enter a label and API name, then save the flow.
5. Enable sending the confirmation emails.
    1. Open the Toolbox.
    2. Open the **sendEmailOutcome** variable.
    3. Change the default value from False to True.
        
        ![False default value in variable.](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/agentforce_app_conf_enable.png)
    4. Click **Done**.
6. Add your company name.
    1. Open the **Set Variables** element.
    2. For the companyName variable, delete the value and enter the name of your company.
        
        ![Company name in Set Variables element](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/agentforce_app_conf_companyname.png)
7. The sender’s email address is set to the current user. If you want to use an [Organization-Wide Email Address](https://help.salesforce.com/s/articleView?id=sales.orgwide_email.htm&type=5&language=en_US), follow these steps.
    1. Open the **Send Email** element.
    2. Under Configure Sender Details, for Sender Type, select **OrgWideEmailAddress**.
    3. For Sender Email Address, delete the value and enter the required email address.
        
        ![Sender email address](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/agentforce_app_conf_sender.png)
8. Save and activate the flow.

### Add Custom Labels

Create custom labels and modify them as needed.

1. In Setup, find and select **Custom Labels**.
2. Click **New Custom Label**.
3. Copy the names from this table and use them to create custom labels for the subject and body of these template types: Cancel, Schedule, and Reschedule.

![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 You must use the names from this table because they’re referenced from the flow. You can modify the short descriptions and values as needed.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
              <colgroup>
                <col style="width:33.33333333333333%">
                <col style="width:33.33333333333333%">
                <col style="width:33.33333333333333%">
              </colgroup>
              <thead class="slds-text-title_caps ">
                <tr class="">
                  <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116091e1708">Short Description</th>
                  <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116091e1711">Name</th>
                  <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d116091e1714">Value</th>
                </tr>
              </thead>
              <tbody>
                <tr class="">
                  <td data-label="Short Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1708 ">Subject of the confirmation email for canceled appointments.</td>

                  <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1711 ">Email_Confirmation_Cancel_Subject_template</td>

                  <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1714 ">Your appointment with {Company Name} was canceled</td>

                </tr>
                <tr class="">
                  <td data-label="Short Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1708 ">Body of the confirmation email for canceled appointments.</td>

                  <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1711 ">Email_Confirmation_Cancel_template</td>

                  <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1714 ">
                    <p>Hi {FirstName LastName},</p>
                    <p>Your {Work Type} appointment {Appointment Number} that was
                      originally scheduled for {Original Date &amp; Time} was canceled.</p>
                    <p style="margin-bottom:0;">Thank you,
                      {Company Name}</p>
                  </td>

                </tr>
                <tr class="">
                  <td data-label="Short Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1708 ">Subject of the confirmation email for scheduled appointments.</td>

                  <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1711 ">Email_Confirmation_Schedule_Subject_template</td>

                  <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1714 ">Your appointment with {Company Name} was scheduled</td>

                </tr>
                <tr class="">
                  <td data-label="Short Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1708 ">Body of the confirmation email for scheduled appointments.</td>

                  <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1711 ">Email_Confirmation_Schedule_template</td>

                  <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1714 ">
                    <p>Hi {FirstName LastName},</p>
                    <p>Your {Work Type} appointment {Appointment Number} is
                      scheduled for {Date &amp; Time} at this address: {Street and Number}, {City}, {State}
                    </p>
                    <p style="margin-bottom:0;">Thank you, {Company Name} </p>
                  </td>

                </tr>
                <tr class="">
                  <td data-label="Short Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1708 ">Subject of the confirmation email for rescheduled appointments.</td>

                  <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1711 ">Email_Confirmation_Reschedule_Subject_template</td>

                  <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1714 ">Your appointment with {Company Name} was rescheduled</td>

                </tr>
                <tr class="">
                  <td data-label="Short Description" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1708 ">Body of the confirmation email for rescheduled appointments.</td>

                  <td data-label="Name" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1711 ">Email_Confirmation_Reschedule_template</td>

                  <td data-label="Value" class="slds-cell-wrap" style="vertical-align:top;" headers="d116091e1714 ">
                    <p>Hi {FirstName LastName},</p>
                    <p>Your {Work Type} appointment {Appointment Number} that was
                      originally scheduled for {Original Date &amp; Time} is now scheduled for {Date &amp; Time}
                      at this address: {Street and Number}, {City}, {State} </p>
                    <p style="margin-bottom:0;">Thank you, {Company
                      Name}</p>
                  </td>

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