Example: Create a Voice-Enabled Field Service Scheduling Agent in the Legacy Agentforce Builder

Considerations

• Guest users aren’t supported in this solution.
• This solution is for the Legacy Agentforce Builder and covers Customer-Initiated Scheduling only.
• When using the voice-enabled agent, customers don’t need to provide their email address. The agent automatically sends an email to the customer for verification purposes based on the phone number associated with their contact record.
• The voice-enabled agent is optimized for voice interactions by asking short questions to guide the user to an available time slot instead of giving lists of options.

Prerequisites

Before you begin, make sure to complete the prerequisites.

• Complete the Prerequisites for Autonomous Scheduling.
• Set up Customer-Initiated Scheduling in the Legacy Agentforce Builder.
• Assign the permissions for Customer-Initiated Scheduling.
• Complete the steps in Connect a Service Agent to Partner Telephony.
• Complete the steps in Transfer Conversations from an Agent with an Omni-Channel Flow.
• Define org-wide email addresses for user profiles or unmonitored mailboxes and verify domain ownership with DKIM Keys or Authorized Email Domains. See Considerations for Using Organization-Wide Email Addresses.

Now that you’ve completed the prerequisites, you can start setting up your agent.