---
schema_version: "1"
id: ca828ad13c74088c00188a5b6c86e233f56fdd179d44d016665907077d5ca5db
title: Understanding Messaging Sessions and Service Appointments 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_understand.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_monitor_understand.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: ce8a8259681743a6523f34e295290eed8f40826f44c0d9b727918150f3489ec9
description: Learn about how engagement topics connect between messaging sessions and service appointments.
products:
  - Field Service
release: "264"
---
# Understanding Messaging Sessions and Service Appointments in the Legacy Agentforce Builder

Learn about how engagement topics connect between messaging sessions and service appointments.

### 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>

The Messaging Session object holds a conversation between an agent and a customer.

The Engagement Topic object connects the messaging session that holds the conversation to a service appointment.

In Service, to get from a messaging session in Omni Supervisor or from the Omni-Channel component to its associated service appointment, add an Engagement Topic component to the Messaging Session object’s page layout. See [Set Up Monitoring for Autonomous Scheduling in the Legacy Agentforce Builder](https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_monitor_setup.htm&release=264.0.0&type=5 "Before using Omni Supervisor or Omni-Channel, set up the Messaging Session object’s page layout to display engagement topics.").

In Field Service, by default, you can get to Engagement Topics from the service appointment’s related lists.

![Engagement Topics related list on the Service Appointment object](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_et_related_list.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 customize the actions used by the Appointment Management for Field Service subagent and don’t use Engagement Topics in your solution, you can’t see these conversations in the Agentforce Scheduling Supervisor View. This can happen, for example, if you’re not scheduling service appointments. However, you can still view them in Omni Supervisor and the Omni-Channel component.

#### See Also

- [What’s Service Messaging?](https://help.salesforce.com/s/articleView?id=service.messaging_introduction.htm&language=en_US)
- [Trailhead: Salesforce Messaging](https://trailhead.salesforce.com/content/learn/modules/salesforce-messaging)