Rebook Appointments with Agentforce
Rebook appointments from the dispatcher console or by conversing with Agentforce in natural language. Agentforce then contacts the customer to coordinate the appointment at a time that suits them.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations, or Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition. |
| User Permissions Needed | |
|---|---|
| To use the option from the Dispatch Console: | Rebook with Agentforce from Dispatch Console |
| To let the agent perform the action: | Field Service AI Agent Permissions |
| To let the agent run the required flow: | Run Flow |
This feature requires setup. If you can’t see this option, ask your admin to set it up.
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There are 2 ways to initiate the rebooking of an appointment with Agentforce.
- Select an appointment from the Gantt or the appointment list and click the Rebook with Agentforce action.
- Use the Agentforce panel from anywhere in Salesforce to ask Agentforce to rebook up to 20 appointments.
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Agentforce then checks that the appointment:
- Doesn’t have an active messaging session
- Isn’t part of a complex work chain
- Isn’t pinned
- Isn’t a bundle service appointment
- Isn’t a bundle member service appointment
- Isn’t in the Canceled or Completed status category
If any of these checks fail, you receive a notification to inform you that Agentforce can’t rebook the appointment. -
If all of these checks pass, the appointment is considered eligible for rebooking and
Agentforce checks to see if the appointment:
- Still exists
- Has a contact
- Has a related messaging channel
- Has a related messaging user who hasn’t opted out of this service
- If all of these checks pass, a message is sent to the customer to let them know that their appointment needs to be rebooked.
- If the customer replies and proceeds with rebooking the appointment, Agentforce helps them find and schedule a new time slot.
- If the customer confirms, the appointment is rebooked and you’re notified.
- If the customer doesn’t reply, after 2 hours, we send a reminder message. If the customer still doesn’t reply, after an additional 2 hours, the conversation is escalated to a representative. You can pick up the conversation from the inbox in the Omni-channel component.
- You can keep an eye on the status of the appointment in the Agentforce Scheduling Supervisor View.
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