---
schema_version: "1"
id: ec202c83459b819474fb50cdcba9df382a70cebe9e3cb5ccdf09a2865de4b840
title: Use Omni-Channel to Handle Autonomous Scheduling Escalations 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_monitor_omni_channel.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_monitor_omni_channel.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 78709d43e1b898e77b6fb95ea48aff2461b5ca00a1bd8424bf00d343c2e318c1
description: 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.
products:
  - Field Service
release: "264"
---
# Use Omni-Channel to Handle Autonomous Scheduling Escalations in the Legacy Agentforce Builder

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.

### 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>

1. Log in to Omni to start receiving escalated conversations. See [Support Customers Using the Omni-Channel Component](https://help.salesforce.com/s/articleView?id=service.omnichannel_work_with_customers.htm&language=en_US).
2. Click a message to view the conversation.
3. From the Engagement Topics related list, click the link to view the service appointment associated with this conversation.
    
    ![Engagement Topics component in Omni-Channel](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_omni_et.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’re using the sidebar, you can receive notifications when a conversation is escalated. See [Configure Your Audio Device and Incoming Work Notifications](https://help.salesforce.com/s/articleView?id=service.omnichannel_enable_work_notifications.htm&language=en_US).

This image shows new work (1), selected work that’s paused (2), and work with an update notification (3) in the Omni-Channel component.

![Omni-Channel component](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_omnichannel_sidebar.png)

#### See Also

- [Understanding the Omni-Channel Component Layout](https://help.salesforce.com/s/articleView?id=platform.platform_automation.htm&language=en_US)