Change Engagement Channel Type

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.

Make a GET request to the engagement-channel-types API by passing the required workTypeId or workTypeGroupId parameter.

Sample Request

This sample API call uses the work type record representing the service territory to filter the engagement channel types.

1https://yourInstance.salesforce.com/services/data/v68.0/connect/scheduling/engagement-channel-types?workTypeIds=08qS70000004DQsIAM

Sample Response

The request returns the engagement channel types.

1{
2  "result" : {
3    "engagementChannelTypes" : [ {
4      "contactPointType" : "InPerson",
5      "id" : "0eFS70000004CG5MAM",
6      "name" : "EngagementChannel1",
7      "workTypeGroupIds" : [ ],
8      "workTypeIds" : [ "08qS70000004DQsIAM" ]
9    }, {
10      "contactPointType" : "Video",
11      "id" : "0eFS70000004CGFMA2",
12      "name" : "EngagementChannel3",
13      "workTypeGroupIds" : [ ],
14      "workTypeIds" : [ "08qS70000004DQsIAM" ]
15    } ]
16  }
17}

Parse the JSON response, and show the engagement channel types on the page. Your users can select a engagement channel type for the appointment from the page.
Make a GET request to the getAppointmentSlots REST API to see if the appointment’s original time slot is still available for the changed engagement channel type. Otherwise, show the available time slots for the selected engagement channel and allow your users to select a time slot. See Change Appointment Time.