Get Engagement Channels

An engagement channel is a medium, such as Phone, Video, and In Person that service resources use to meet customers.

Before using engagement channels for scheduling appointments:

Enable engagement channels in the Salesforce Scheduler Settings of your instance. See Enable the Scheduling Appointments Using Engagement Channels Setting.
Set up engagement channels, including setting the required access and creating engagement channels. See Engagement Channels.
Create the Shift Engagement Channel and Engagement Channel Work Type records for the applicable shifts.
Define Shift Rules in the scheduling policy. See Define Shift Rules in Scheduling Policy.

Create a page to show the engagement channel types. Salesforce Scheduler shows service resources and resource time slots based on the channel that a user selects when creating an appointment.

Make a GET request on the engagement-channel-types Connect API.

Sample Request

Filter the engagement channel types by the workTypeGroupId selected in the previous step.

1https://YOUR_INSTANCE.salesforce.com/services/data/v68.0/connect/scheduling/engagement-channel-types?workTypeGroupIds=0VSS700000000sVOAQ

Where YOUR_INSTANCE is a variable.

You can filter the engagement channel type results by workTypeGroupIds or workTypeIds.

Note

Sample Response

The request returns the engagement channels for the workTypeGroupId specified in the request.

1{
2  "result": {
3    "engagementChannelTypes": [
4      {
5        "contactPointType": "InPerson",
6        "id": "0eFS70000004CG5MAM",
7        "name": "EngagementChannel1",
8        "workTypeGroupIds": [
9          "0VSS700000000sVOAQ"
10        ],
11        "workTypeIds": []
12      },
13      {
14        "contactPointType": "Video",
15        "id": "0eFS70000004CGFMA2",
16        "name": "EngagementChannel3",
17        "workTypeGroupIds": [
18          "0VSS700000000sVOAQ"
19        ],
20        "workTypeIds": []
21      }
22    ]
23  }
24}

Parse the JSON response, and show the engagement channel types on the page that you created.

Your users can select an engagement channel type for the appointment from the page.