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Agentforce Field Service and Operations
Understanding Interactive Appointment Reminders in the New Agentforce Builder

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Understanding Interactive Appointment Reminders in the New Agentforce Builder

Let Agentforce send reminders to your customers about their upcoming appointments to reduce no-shows and save mobile workers time. Customers can then continue the conversation with Agentforce if they need to reschedule or cancel their appointment.

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.

By default, automated appointment reminders work as described here. However, you can configure the solution to suit your needs.

  1. Every day at 7 AM, the Field Service: Collect Service Appointments for Reminder Messages flow collects all of the appointments where:
    • Status is Scheduled or Dispatched
    • Has a service territory
    • Has a contact
  2. The flow then checks if any of the appointments are scheduled for the following day and if the contact has a mobile phone number.
  3. If all of these checks pass, it triggers the Field Service: Notify Customer subflow.
  4. The notification flow performs the following checks to see if the appointment:
    • Still exists
    • Has a contact
    • Has a related messaging channel, for example SMS or WhatsApp
    • Has a related messaging user who hasn’t opted out of this service
  5. If all of these checks pass, messages are sent to all of the relevant customers to remind them about their upcoming appointment. The message itself is stored in the messaging component.
  6. The omni-channel flow recognizes that this is an outbound messaging session and directs the request to the Field Service Customer Outreach Scheduling agent. The agent doesn’t show a welcome message and doesn’t verify the customer’s identity.
  7. An engagement topic that connects the messaging session to the service appointment is created.
  8. If the customer replies and asks to cancel or reschedule the appointment, Agentforce continues the conversation and helps them with their request.
  9. The morning of the scheduled appointment, Agentforce sends a second reminder message to the customer.
  10. Keep an eye on the conversations about these appointments in the Agentforce Scheduling Supervisor View.
 
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