Understanding Messaging Sessions and Service Appointments

The Messaging Session object holds a conversation between an agent and a customer.

The Engagement Topic object connects the messaging session that holds the conversation to a service appointment.

In Service, to get from a messaging session in Omni Supervisor or from the Omni-Channel component to its associated service appointment, you must add an Engagement Topic component to the Messaging Session object’s page layout. See Manage Threshold Monitoring for Field Service Asset Attributes.

In Field Service, by default, you can get to Engagement Topics from the service appointment’s related lists.

Note If you customize the actions used by the Appointment Management for Field Service subagent and don’t use Engagement Topics in your solution, for example, if you’re not scheduling service appointments, you can’t see these conversations in the Agentforce Scheduling Supervisor View. However, you're still able to view them in Omni Supervisor and the Omni-Channel component.