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Manage Appointments with Salesforce Scheduler
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            Set Up Video Appointments with Amazon Chime

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            Set Up Video Appointments with Amazon Chime

            Salesforce Scheduler provides integrated Amazon Chime for video calls. The feature operates in the Bring-Your-Own-Application (BYOA) model and requires that you have an Amazon Chime account. After you enable and configure video call settings, Salesforce Scheduler uses Amazon Chime for all video appointments. Salesforce Scheduler also provides Virtual Appointment Email templates that you can use to send notifications to unauthenticated users for upcoming video appointments.

            Required Editions

            Available in: Lightning Experience.
            Available in: Enterprise and Unlimited Editions
            • Set Up Virtual Calls For Salesforce Scheduler
              Assign permission sets and connect and configure Amazon Chime for Virtual Calls.
            • Configure Video Calls
              After you set up your AWS account and your connection to Salesforce, configure video appointments.
            • Add the Video Call Utility Item to the Utility Bar
              Make joining a video call easy for service resources and your users by adding the video call component to the Salesforce utility bar. The Video Call utility item isn’t supported on mobile web browsers.
            • Add the My Appointments Micro Calendar Console to the Utility Bar
              Make viewing past and upcoming appointments easy for service resources and your users by adding the My Appointments micro calendar console to the Salesforce utility bar. The My Appointments micro calendar console isn’t supported on mobile web browsers.
            • Create Pages for Virtual Calls on Your Experience Site
              Add two separate pages to your Experience site to add the two components that Virtual Calls needs.
            • Configuration of Email Notifications for Unauthenticated Users
              To send notifications about upcoming video appointments to unauthenticated users, create a Record-Triggered flow on the Service Appointment object. Configure the flow to retrieve the recipient’s email address and the assigned service resource name. Then, update the service appointment record to add the service resource name to a custom field. You can then create an Apex action to send email notifications that use the available Virtual Appointment Email templates.
             
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