Reassign a scheduled interaction to a different attendee or time slot. The
rescheduling flow shows available resources at the associated location and walks you through
selecting a new resource and confirming the updated appointment.
Required Editions
Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions
User Permissions Needed
To reschedule an interaction:
Workforce Scheduling Service Resource
Note Changes made to Interactions directly by editing fields on the record page
don't invoke scheduling logic, scheduling rules, or scheduling policies. To apply scheduling
logic, use the rescheduling flow.
Open the interaction that you want to reschedule.
Click Show more actions, and then select
Reschedule.
In the Select Service Resource and Time Slot Stage step, review the suggested
resources.
The list shows attendees available at the location assigned to the interaction.
Select a resource and slot.
Click Next.
In the Review Details Stage step, verify the updated appointment details, including
the assigned resource and scheduled time.
Click Next.
In the Confirm Appointment Stage step, confirm the rescheduled appointment.
Click Finish.
After rescheduling, the updated details are visible on the interaction for the relevant
persona.
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