Create the Notification Flow for Customer Outreach in the New Agentforce Builder

Create a notification flow that sends notifications to the customer when triggered.

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 open, edit, or create a flow in Flow Builder:	Manage Flow

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.

From Setup, in the Quick Find box, enter Process Automation, and then select Flows.
Open the Field Service: Notify Customer flow.
Click Save As New Flow.
Enter a label. The API name is populated for you.
In the Get Messaging Channel element, under Filter Messaging Channel Records, add the SMS messaging channel’s developer name as the value of the Developer Name field.

Tip You can find the messaging channel’s developer name in Messaging Settings in Setup.

Note The default messaging channel is SMS. To use a different channel, see the Messaging Channels for Customer Outreach section in Configure Autonomous Scheduling.
For rebooking:
1. After the Which Operation Type? decision element, go to the Rebook Appointment decision outcome path of the flow.
2. In the Send Message to Customer element, under Select a Messaging Component, select the messaging component that you set up for the initial message that’s sent to the customer for rebooking. Add the parameters that you set up when you created the messaging component.
3. In the Send Reminder to Customer element, under Select a Messaging Component, select the messaging component that you set up for the second message that’s sent to the customer for rebooking. Add the parameters that you set up when you created the messaging component.
4. In the Escalate element at the end of the path, enter your Queue ID.
For appointment reminders:
1. After the Which Operation Type? decision element, go to the Appointment Reminder decision outcome path of the flow.
2. In the Send First Reminder Message to Customer element, under Select a Messaging Component, select the messaging component that you set up for the initial message that’s sent to the customer. Add the parameters that you set up when you created the messaging component.
3. In the Send Second Reminder Message to Customer element, under Select a Messaging Component, select the messaging component that you set up for the second message that’s sent to the customer. Add the parameters that you set up when you created the messaging component.
4. By default, the flow only sends one reminder message. If you want customers to receive the second reminder message, from the Toolbox, open the sendSecondReminder variable and change the value from False to True.
For asset maintenance:
1. After the Which Operation Type? decision element, go to the Asset Maintenance decision outcome path of the flow.
2. In the Send Message to Customer element, under Select a Messaging Component, select the messaging component that you set up for the initial message that’s sent to the customer for Asset Maintenance. Add the parameters that you set up when you created the messaging component.
3. In the Send Reminder to Customer element, under Select a Messaging Component, select the messaging component that you set up for the reminder message that’s sent to the customer for Asset Maintenance. Add the parameters that you set up when you created the messaging component.
4. In the Escalate Based On Initial Message and the Escalate Based On Reminder Message elements at the end of the path, enter your Queue ID.
Save and activate the flow.
Connect the flow to your settings.
1. From the App Launcher, find and select Field Service Settings.
2. In Global Actions, open the Agentforce tab.
3. In Name of Notification Flow, select the flow that you created.
4. Save your changes.