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            Create the Messaging Components for Customer Outreach in the Legacy Agentforce Builder

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            Create the Messaging Components for Customer Outreach in the Legacy Agentforce Builder

            Set up a messaging component for every message that you want to send to your customers. If you’re using both Rebooking and Asset Maintenance, you’ll need 4 messaging components: one for the initial message and another one for the reminder message for each path.

            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.
            User Permissions Needed
            To create messaging components:

            Customize Application AND View Setup and Configuration

            OR

            System Administrator
            1. From Setup, in the Quick Find box, enter Messaging and select Messaging Components.
            2. Create your messaging components.
              1. Click New Component.
              2. Scroll down to select Notification and click Next.
              3. Enter the message that’s sent to your customers.
                You can edit this message to add parameters later on. At this point, just enter a temporary message to get to the next screen.
              4. Add an image and click Next.
              5. Give the component a name. The Developer Name is populated for you.
              6. Click Done.
              7. Repeat these steps for the remaining messaging components.
            3. Add parameters and constants. See Add Dynamic Content to Messaging Components.
              Tip
              Tip Copy the names. You’ll need them when setting up the flow that notifies ‌customers.
            4. Edit the messaging components that you created to form your outgoing messages. For example, you can use these messages:
              For rebooking appointments - initial message:

              Hi {!$Parameters.CustomerName},

              We apologize for the inconvenience, but we need to reschedule your upcoming {!$Parameters.WorkType} appointment on {!$Parameters.DateTime}.

              When are you next available for the appointment?

              Thank you,

              {!$Constants.CompanyName}

              For rebooking appointments - reminder message:

              Hi {!$Parameters.CustomerName},

              Reminding you that we need to reschedule your upcoming {!$Parameters.WorkType} appointment on {!$Parameters.DateTime}.

              When are you next available for the appointment?

              Thank you,

              {!$Constants.CompanyName}

              For Asset Maintenance - initial message:

              Hi {!$Parameters.CustomerName},

              According to maintenance plan {!$Parameters.MaintenancePlanName}, asset {!$Parameters.AssetName} is due for maintenance soon.

              When are you next available for the appointment?

              Thank you,

              {!$Constants.CompanyName}

              For Asset Maintenance - reminder message:

              Hi {!$Parameters.CustomerName},

              Reminding you that according to maintenance plan {!$Parameters.MaintenancePlanName}, asset {!$Parameters.AssetName} is due for maintenance soon.

              When are you next available for the appointment?

              Thank you,

              {!$Constants.CompanyName}

            5. Activate the components.

            See Also

             
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