Customize Workforce Scheduling

Workforce Scheduling ships with standard scheduling flows that you can clone and customize in Flow Builder to match your terminology or adjust the information collected during booking.

For general customization options available across all scheduling flows, see:

• Rename Object, Tab, and Field Labels: Rename object tabs and field labels so the scheduling UI uses your organization's terminology instead of default Salesforce labels. Note for Interactions, you can't customize the out-of-the-box Lightning Web Components (LWC). Instead, create a custom LWC to customize your experience.
• Customize the Appointment Booking Experience: Preselect appointment topics, remove screens, change distance units, hide time zone selection, and make other adjustments to the standard booking flows.
• Standard Flow Templates: Review the standard scheduling flow templates included with Workforce Scheduling before cloning or building custom flows.

• Example Customization Scenarios
  Review common customization scenarios to understand what Workforce Scheduling customization can achieve.
• Rename Interaction Labels and Component Names in Workforce Scheduling
  Rename fields and labels in the interaction scheduling flow to match your organization's terminology. Use Rename Tabs and Labels to change object labels org-wide, and then clone the standard scheduling flow to update screen labels and stage names that the managed flow doesn't dynamically update.
• Add or Remove Fields in the Scheduling Flow
  Clone the standard scheduling flow and modify its screens in Flow Builder to add fields your organization needs or remove fields that aren't relevant.
• Launch Customized Scheduling Flows
  Clone a standard scheduling flow, customize it in Flow Builder, and make it available to users. You can override the standard flow so that the existing action button launches your customized version, or create a quick action to launch the flow from any supported object's record page.
• Extend Context Definitions with Custom Fields
  Extend the standard Unified Scheduling context definition to capture custom data alongside standard scheduling attributes. For example, add a contact details field to Service Appointment and Interaction records and map it through the context definition so that the scheduling flow can read and write the custom value.
• Pass Custom Field Values in Scheduling Flows
  After creating custom fields and extending the context definition, update the scheduling flow to pass custom field values through the auxiliaryDetailsExtendedFields formula variable. This variable stores extended field data as a JSON string that the scheduling engine reads when creating or updating records.
• Customize Confirmation Email Templates
  Workforce Scheduling sends confirmation emails when appointments are scheduled, rescheduled, or canceled. These emails use classic email templates that you can customize to match your organization's branding and messaging.