---
schema_version: "1"
id: 98c825208332d8ad93b4af88b500bd44f8ce7244d8a2ade33d0095f5e86719f6
title: Manage 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_schedule_manage_interactions.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.wfs_schedule_manage_interactions.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 242eb1688be6c364076a7ff68656f4e439ee1f301de39bf8c1122e53be4e55e3
description: An Interaction represents on-site work performed for a customer or constituent at one of your branches. Create and manage Interactions to schedule industry-specific on-site work, for example, consultations, audits, or board meetings.
products:
  - Public Sector
  - Service Cloud
release: "264"
---
# Manage Workforce Scheduling Interactions

An Interaction represents on-site work performed for a customer or constituent at one of your branches. Create and manage Interactions to schedule industry-specific on-site work, for example, consultations, audits, or board meetings.

### 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>

An Interaction is the record that you see and act on. Workforce Scheduling creates a background Service Appointment for each Interaction — the scheduling engine acts on those underlying records. The Operations Console, list views, and Gantt tiles show the Interaction, not the underlying Service Appointment.

Interactions use the same scheduling policies, work rules, and service objectives as other Workforce Scheduling records. An Interaction inherits its scheduled time, resource, and location from its underlying Service Appointment. When you schedule or reschedule an Interaction, the scheduling engine runs against the Service Appointment and syncs the results back up to the Interaction.

- **[What Are Workforce Scheduling Interactions](https://help.salesforce.com/s/articleView?id=service.wfs_manage_interactions_what.htm&release=264.0.0&type=5)**  
    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.
- **[Working with Workforce Scheduling Interactions](https://help.salesforce.com/s/articleView?id=service.wfs_manage_interactions_work_with.htm&release=264.0.0&type=5)**  
    Create an Interaction to schedule when customers arrive at one of your branches. Workforce Scheduling actions schedule Interactions through their underlying Service Appointments according to the scheduling policy. The scheduling policy combines work rules and service objectives to determine eligible resources and time slots. You can reschedule or cancel an Interaction.
- **[How Workforce Scheduling Interactions Map to Service Appointments](https://help.salesforce.com/s/articleView?id=service.wfs_manage_interactions_mapping.htm&release=264.0.0&type=5)**  
    Every Interaction in Workforce Scheduling has an underlying Service Appointment that the scheduling engine reads and writes. When you create an Interaction, Workforce Scheduling creates the underlying record automatically. Users see and act on the Interaction; the scheduling engine acts on the Service Appointment. Interaction fields are mapped to Service Appointment fields so that these records stay in sync.
- **[Workforce Scheduling Interaction Data Mapping](https://help.salesforce.com/s/articleView?id=service.wfs_aps_interaction_service_appointment_mapping.htm&release=264.0.0&type=5)**  
    Review how the standard context definition maps interaction data so Workforce Scheduling can schedule onsite appointments with agency employees in office.