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            Understanding Dispatcher-Prompted Outreach in the Legacy Agentforce Builder

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            Understanding Dispatcher-Prompted Outreach in the Legacy Agentforce Builder

            Free up dispatchers to work on more complex tasks by streamlining the process of rebooking appointments. Dispatchers can now rebook appointments from the Classic Dispatch Console or by conversing with the AI agent in natural language. Agentforce then ‌contacts the customer to coordinate the appointment at a time that suits them.

            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.

            By default, Dispatcher-Prompted Outreach works as described here. However, you can configure the solution to suit your needs.

            1. There are 2 ways to initiate the rebooking of an appointment using Agentforce:
              • A dispatcher can select an appointment from the Gantt or the appointment list and click the Rebook with Agentforce action.
              • Any employee, such as a dispatcher or a service manager, can use the Agentforce panel from anywhere in Salesforce to ask Agentforce to rebook up to 20 appointments.
            2. When a rebooking request is initiated, we then use the Rebook and Notify for Agentforce Scheduling for Field Service connectAPI to send the appointment to the Field Service: Check Eligibility for Scheduling Changes flow. The flow 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
            3. If any of these checks fail, the dispatcher receives a notification to inform them that Agentforce can’t rebook the appointment.
            4. If all of those checks pass, the appointment is considered eligible for rebooking and is returned to the connect API which then passes it to the Field Service: Notify Customer flow.
            5. The notification flow performs the following checks to see if the appointment:
              • Still exists
              • Has a contact
              • Has a related messaging channel
              • Has a related messaging user who hasn’t opted out of this service
            6. If all of these checks pass, a message is sent to the customer to let them know that their appointment needs to be rebooked. The message itself is stored in the messaging component's setup.
            7. The omni-channel flow recognizes that this is an inbound messaging session and directs the request to the Customer Outreach agent. The agent doesn’t show a welcome message and doesn’t verify the customer’s identity.
            8. An engagement topic that connects between the messaging session and the service appointment is created.
            9. If the customer replies and proceeds with rebooking the appointment, Agentforce uses the Appointment Management for Field Service subagent to find and schedule a new time slot. If the customer confirms, the appointment is rebooked and the dispatcher is notified.
            10. If the customer doesn’t reply, after 2 hours, we send a reminder message. If the customer still doesn’t reply, after an additional 2 hours, the conversation is escalated to a representative. A dispatcher can pick up the conversation from the inbox in the Omni-channel component.
            11. Dispatchers can keep an eye on the status in the Agentforce Scheduling Supervisor View.
             
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