---
schema_version: "1"
id: 77ce37330f7783358f9c5e6fa70d2f9871af8be004bd6e076af93d846b429df9
title: Understanding Customer-Initiated 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_understand_autonomous.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.fs_einstein_agentforce_scheduling_understand_autonomous.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5d00f3e37ed64965154b3ac0311ff6578ca6f740e04c5bf284f791f4450e50eb
description: Let your customers schedule, reschedule, cancel, or inquire about appointments on their own at any time. Customers can directly interact with the AI agent, which shortens appointment management to a third of the time. Agentforce understands your customers’ preferences and handles the request accordingly, while considering your business needs. Customer-Initiated Scheduling helps you meet growing customer demand by reducing the burden on customer service teams so they can work on more complex tasks.
products:
  - Field Service
release: "264"
---
# Understanding Customer-Initiated Scheduling for Field Service in the Legacy Agentforce Builder

Let your customers schedule, reschedule, cancel, or inquire about appointments on their own at any time. Customers can directly interact with the AI agent, which shortens appointment management to a third of the time. Agentforce understands your customers’ preferences and handles the request accordingly, while considering your business needs. Customer-Initiated Scheduling helps you meet growing customer demand by reducing the burden on customer service teams so they can work on more complex tasks.

### 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>

![Example conversation between a customer and Agentforce](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_image.png)

By default, Customer-Initiated Scheduling works as described here. However, you can configure the solution to suit your needs.

1. A customer approaches the AI agent with one of these requests:
    - Schedule a service appointment
    - Reschedule an existing service appointment
    - Cancel an existing appointment
    - Show me information about existing scheduled appointments
2. The omni-channel flow recognizes that this is an inbound messaging session and directs the request to the Customer-Initiated Scheduling agent.
    
    The agent shows the welcome message and proceeds to verify the customer’s identity.
3. If the customer has asked to reschedule or cancel an appointment, the agent checks that the appointment:
    - Doesn’t have an active messaging session
    - Isn’t part of a complex work chain
    - Isn’t pinned
    - Isn’t a bundle service appointment
    - Isn’t a bundle member service appointment
    - Isn’t in the Canceled or Completed status category
4. An engagement topic that connects the messaging session to the service appointment is created.
5. The agent then triggers the Appointment Management for Field Service subagent’s actions and assists the customer.
6. If the request is successful, the Gantt is updated.