Sample Conversations for Field Service Customer-Initiated Scheduling with Agentforce in the Legacy Agentforce Builder
These conversations are examples of ways to interact with Autonomous Scheduling. Your customers aren’t required to use these exact phrases. They can use natural language, which Agentforce understands. You can use these phrases to see how the agent works in Agentforce Builder.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations, or Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition. |
When a customer opens an agent, they see the agent’s welcome message. These are the default welcome messages, but you can configure yours to suit your business needs.
Scheduling agent welcome message: Hi, I’m your Field Service Scheduling AI agent! I can help you book, schedule, reschedule, or cancel your appointments. I can also help you find information about your appointments. I may make mistakes, so be sure to check my work. How can I help?
Agentforce Service Agent welcome message: Hi, I'm an AI service assistant. How can I help you?
Autonomous Scheduling mainly uses the Appointment Management for Field Service subagent, but the agents include additional subagents. If you start the conversation using Agentforce Service Agent in the context of one of the other subagents in that agent, for example Case Management, the agent transitions smoothly to the Appointment Management for Field Service subagent when called into action.
Manage Cases and Book a New Appointment
Customer: My dishwasher is broken
Subagent: Case Management
Agent: I'm sorry to hear that your dishwasher is broken. Let's get this sorted out for you. Could you please provide me with your email address so I can look up your contact information and assist you further?
Customer: jane@acme.com
Agent: If you have provided a valid email or username, you should receive a verification code to verify your identity. Please enter the code.
Customer: 188365
Agent: Your verification was successful! Could you please provide more details about the issue you're experiencing with your dishwasher? This will help us create a detailed case for you.
Customer: It's leaking
Subagent: Answer Questions with Knowledge
Agent: Here are a few things you should check:
Ensure the dishwasher is level.
Check the door seal for any damage.
Inspect the hoses and connections for any leaks.
If the issue persists, you might need to contact a professional technician. If you need further assistance, please let me know!
Customer: None of that helped, looks like I need a technician.
Subagent: Appointment Management for Field Service
Agent: Please confirm that the appointment's address is: 400 Avila St, San Francisco, CA, 94123, USA.
Customer: Yes
Agent: Here are the available time slots for your dishwasher repair appointment:
1. Wed, May 21 9:00 AM - 11:00 AM
2. Wed, May 21 11:00 AM - 1:00 PM
3. Wed, May 21 1:00 PM - 3:00 PM
4. Thu, May 22 9:00 AM - 11:00 AM
5. Thu, May 22 11:00 AM - 1:00 PM
Would you like to choose one of these slots, or would you like to see more options?
Customer: 1
Agent: Your appointment will be scheduled for Wed, May 21 between 9:00 AM and 11:00 AM. Can you please confirm your availability?
Customer: Yes
Agent: Your dishwasher repair appointment has been successfully scheduled for Wed, May 21 between 9:00 AM and 11:00 AM. If you have any other questions or need further assistance, feel free to ask!
Book a new appointment
Customer: Hi, my TV isn't working and I would like to schedule an appointment.
Agent: Please provide your email address or username so I can verify your identity before proceeding with scheduling an appointment.
Customer: jane@acme.com
Agent: If you have provided a valid email or username, you should receive a verification code to verify your identity. Please enter the code.
Customer: 188365
Agent: Your verification was successful! You can now proceed with scheduling your TV repair appointment. Could you please provide me with some details, like your preferred date and time for the appointment?
Customer: Some time this week would be great.
Agent: Please confirm that the appointment's address is: 400 Avila St, San Francisco, CA, 94123, USA.
Customer: Yes
Agent: Here are the available time slots for your TV repair appointment:
1. Wed, May 21 9:00 AM - 11:00 AM
2. Wed, May 21 11:00 AM - 1:00 PM
3. Wed, May 21 1:00 PM - 3:00 PM
4. Thu, May 22 9:00 AM - 11:00 AM
5. Thu, May 22 11:00 AM - 1:00 PM
Would you like to choose one of these slots, or would you like to see more options?
Customer: 1
Agent: Your appointment will be scheduled for Wed, May 21 between 9:00 AM and 11:00 AM. Can you please confirm your availability?
Customer: Yes
Agent: Your TV repair appointment has been successfully scheduled for Wed, May 21 between 9:00 AM and 11:00 AM. If you have any other questions or need further assistance, feel free to ask!
Cancel an appointment
Customer: Something came up, and I need to cancel my upcoming appointment.
Agent: Please provide your email address or username so I can verify your identity before proceeding with scheduling an appointment.
Customer: jane@acme.com
Agent: If you have provided a valid email or username, you should receive a verification code to verify your identity. Please enter the code.
Customer: 188365
Agent: Your verification was successful! Here are your upcoming appointments:
1. Repair appointment SA-0156 is scheduled for Thu, May 29 between 11:00 AM and 1:00 PM in San Francisco, CA.
2. Repair appointment SA-0157 is scheduled for Fri, May 30 between 1:00 PM and 3:00 PM in San Francisco, CA.
Please let me know which appointment you would like to cancel.
Customer: 1
Agent: Are you sure you want to cancel appointment SA-0156 scheduled for Thu, May 29 between 11:00 AM and 1:00 PM?
Customer: Yes
Agent: Your appointment SA-0156 scheduled for Thu, May 29 between 11:00 AM and 1:00 PM in San Francisco, CA, will be canceled. Can you please confirm that you would like to proceed with the cancellation?
Customer: Yes
Agent: Your appointment has been canceled successfully. If there's anything else you need help with, feel free to let me know!
Reschedule an appointment
Customer: I need to reschedule my appointment for a later date.
Agent: Please provide your email address or username so I can verify your identity before proceeding with scheduling an appointment.
Customer: jane@acme.com
Agent: If you have provided a valid email or username, you should receive a verification code to verify your identity. Please enter the code.
Customer: 188365
Agent: Your verification was successful! Could you please confirm that you want to reschedule your appointment? Once confirmed, I'll proceed with finding available time slots for you.
Customer: I confirm
Agent: I found an available time slot for your appointment: Friday, May 30 between 1:00 PM and 3:00 PM
Your appointment will be scheduled for this time. Can you please confirm your availability?
Customer: I confirm
Agent: Your appointment has been successfully rescheduled for Friday, May 30 between 1:00 PM and 3:00 PM. If you need further assistance, feel free to ask!
Get information about an appointment
Customer: Hi, when is my appointment?
Agent: Please provide your email address or username so I can verify your identity before proceeding with scheduling an appointment.
Customer: jane@acme.com
Agent: If you have provided a valid email or username, you should receive a verification code to verify your identity. Please enter the code.
Customer: 188365
Agent: Your verification was successful! Here is your appointment: Repair appointment SA-0157 is scheduled for Fri, May 30 between 01:00 PM and 03:00 PM.
