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Agentforce Field Service and Operations
Create the Messaging Components for Customer Outreach in the New Agentforce Builder

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

Set up a messaging component for every message that you want to send to your customers.

Required Editions

Available in: Lightning Experience
Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations. Also available with 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
Note
Note If you’ve used Salesforce Go to set up an agent that lets dispatchers rebook appointments with Agentforce from the Gantt, all of these steps are already completed and you can skip to Routing Your Agent. If you’re building this agent manually, follow these steps. If you’re building a Customer Outreach agent that coordinates asset maintenance appointments or sends customers reminders about their upcoming appointments, follow these steps.
  1. In Setup, find 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—second 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 appointment reminders—initial message:
    Hi {!$Parameters.CustomerName},
Reminding you that you have a {!$Parameters.WorkType} appointment tomorrow between {!$Parameters.ArrivalWindowStart} and {!$Parameters.ArrivalWindowEnd}.
If you need to make any changes, please let us know.
Thanks,
{!$Constants.CompanyName}
    For appointment reminders—second message:
    Hi {!$Parameters.CustomerName},
Our technician will arrive today between {!$Parameters.ArrivalWindowStart} and {!$Parameters.ArrivalWindowEnd}.
Have a great day,
{!$Constants.CompanyName}
    For asset maintenance—initial message: 
    Hi {!$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,
{!$Constants.CompanyName}
    For asset maintenance—second message: 
    Hi {!$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.
 
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