Handle Agent to Human Transfer in Salesforce Agentforce

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Handle Agent to Human Transfer in Salesforce Agentforce

Magulan Duraipandian

Seamlessly Transfer Chats(Messaging Sessions) from Agentforce Agent to Human Agent in Salesforce

Handling the transition from a Agentforce Agent to a live agent is a critical part of any modern customer service strategy. A smooth handover ensures customer satisfaction and prevents frustration. In Salesforce, you can manage this process efficiently by checking agent availability before attempting to route a conversation. This guide will walk you through the technical steps to set up a seamless agent-to-human transfer using Salesforce’s native tools. 🤖➡️🧑‍💼

The core of this process involves two key steps: using a pre-built Flow to check for agent availability and then triggering this Flow from the Agentforce’s Escalation topic.

Step 1: Customize the ‘Check Rep Availability for Routing’ Flow

Salesforce provides a standard flow template specifically for this purpose. It checks if any agents associated with a specific queue are available to accept a chat. You can customize this flow to fit your unique business logic.

  1. Navigate to Flows: From Setup, use the Quick Find box to search for and select Flows.
  2. Locate the Flow: Find the pre-built flow named Check Rep Availability for Routing.
  3. Create a New Version: Open the flow and click Save As to create a new version. This allows you to modify it without altering the original template.
  4. Customize Your Logic (Optional): Here, you can add your own business rules. For example, you might want to check for agents with specific skills, consider different time zones, or add custom logging before the availability check. The key element is the Check Availability for Routing action, which requires inputs like the Service Channel (e.g., Messaging) and the Queue.

Step 2: Add the Flow Action to the Escalation Topic

Once your flow is ready, you need to call it from your chatbot’s dialog when a customer needs to speak with a human. The “Escalate” topic is the perfect place for this.

  1. Open the Agentforce Agent from the Salesforce Setup.
  2. Open the ‘Escalation’ Topic.
  3. Create a new version to add the Action.
  4. Add the Standard Action “Check Rep Availability for Routing”.
  5. Update the Instruction.

Sample Instruction:

If a user explicitly asks to transfer to a live agent, escalate the conversation only if the Custom Variable {!numberOfAgents} value is greater than Zero. 
If the Custom Variable {!numberOfAgents} value is 0, display a message that no agents are available at this moment to assist and try again later.

By implementing this logic, you create a much smarter and more user-friendly Agentforce Agent. It proactively manages customer expectations by only initiating a transfer when a live agent is actually there to help, significantly improving the overall customer experience. ✨

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