---
schema_version: "1"
id: d8c2813fa8264f563701d838e01331c890cdb5ad48a93cb385a08d7d02ddbe8b
title: What Are Workforce Scheduling Interactions
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/wfs_manage_interactions_what.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.wfs_manage_interactions_what.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 62f58b529120953eda905f2e2c92eaccfa48cb39036b21d1ef62084895966fa8
description: An Interaction is a record that represents on-site work performed at one of your branches. Workforce Scheduling creates a background Service Appointment for each Interaction.
products:
  - Public Sector
  - Service Cloud
release: "264"
---
# What Are Workforce Scheduling Interactions

An Interaction is a record that represents on-site work performed at one of your branches. Workforce Scheduling creates a background Service Appointment for each Interaction.

### 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> and <strong>Unlimited</strong> Editions</td></tr></tbody></table>

## How Interactions and Service Appointments Work Together

An Interaction and a Service Appointment describe the same piece of work from two different points of view.

- **The Interaction is for users:** A case worker, inspector, or supervisor creates an Interaction, selects the Work Type, selects a branch, assigns resources, selects a slot, and schedules it. An Interaction is the primary record users interact with in list views, on the Operations Console, Gantt, and on the map. Status updates on the Interaction reflect real-time progress at your branches. You can’t edit the status of an Interaction manually from the record page, or through [API](https://developer.salesforce.com/docs/platform/connect-rest-api/references/connect-rest-api-core#tag/Workforce-Scheduling-Resources). The status changes only through an action that updates it, such as Schedule or Change Status in the Operations Console.
- **The Service Appointment is for the scheduling engine:** Workforce Scheduling automatically creates a background Service Appointment for every Interaction. The scheduling engine uses this underlying Service Appointment to find time slots, assign resources, and schedule the Interaction according to the scheduling policies. All scheduling and optimization logic, including overlap detection, runs on the Service Appointment. Changes then sync to the Interaction.

The Interaction and its Service Appointment stay in sync automatically. When you schedule or reschedule an Interaction, the scheduling engine updates the underlying Service Appointment first, and the changes immediately sync back to the visible Interaction record.