Set Up Customer-Initiated Scheduling for Field Service in the Legacy Agentforce Builder

Customer-Initiated Scheduling can be implemented using Agentforce Service Agent or Scheduling agent. You can use any supported messaging channel or Enhanced Chat. Common use cases include allowing customers to interact with the agent directly in the various channels, or allowing contractors and internal employees, who don’t have direct access to the org, to interact with the agent via the Partner Community.

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.

Note We recommend using the New Agentforce Builder for Customer-Initiated Scheduling. For instructions using Agentforce Studio, see Set Up Customer-Initiated Scheduling in the New Agentforce Builder.

Before you begin, review the prerequisites for Autonomous Scheduling.

• Create the Field Service Scheduling Agent for Customer-Initiated Scheduling in the Legacy Agentforce Builder
  Create the Field Service Scheduling agent from the template in the legacy Agentforce Builder.
• (Optional) Set Up Customer-Initiated Scheduling for Prospect Customers in the Legacy Agentforce Builder
  By default, only authenticated customers can use Customer-Initiated Scheduling. You can configure guest user access to let prospect customers schedule appointments without needing a contact record.
• Connect the Agent to Your Messaging Channel in the Legacy Agentforce Builder
  Now that you’ve created your agent, you’re ready to connect it to your messaging channel.
• Route Your Customer-Initiated Scheduling Conversations in the Legacy Agentforce Builder
  Set up Omni-Channel flows to route conversations to and from your agent.