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Set Up Monitoring for Autonomous Scheduling in the Legacy Agentforce Builder

Before using Omni Supervisor or Omni-Channel, set up the Messaging Session object’s page layout to display engagement topics.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
  1. Add the Engagement Topics related list to the Messaging Session object’s page layout.
    1. From Setup, click Object Manager.
    2. In the Quick Find box, find and select Messaging Session.
    3. Click Page Layouts.
    4. From Related Lists, drag Engagement Topics into the Related Lists section.
    5. Save your changes.
  2. Create a Lightning app.
    1. From Setup, in the Quick Find box, enter Lightning, and then select Lightning App Builder.
    2. Click New.
    3. Select Record Page and click Next.
    4. Enter a label, for example, Messaging Session Record Page.
    5. For Object, find and select Messaging Session, and then click Next.
    6. Select the Header and Right Sidebar template and click Done.
    7. From Components, drag Engagement Topics onto the page.
      Engagement Topics component in Lightning App Builder
    8. Save your changes and activate the component.
  3. Set up Omni Supervisor.
  4. We recommend adding the Omni-Channel component to a Lightning app to view it as a sidebar. If you don’t add the sidebar component, you can still view escalated conversations from the Omni-Channel utility bar.