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Salesforce Agentforce to Agent transfer Business Hours Check
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Apr 10, 2025
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0:06
hello everyone in this video we are
0:09
going to see how to transfer from
0:12
Salesforce agent force agents to human
0:16
agents based on business hours if you
0:19
have a requirement based on
0:22
the agents availability then you can
0:25
make use of this video as a reference
0:27
and then you can do the business logic
0:30
of checking whether we can route it to
0:34
human agents or not using this video as
0:37
your
0:39
reference the first step is we should
0:42
create an omni channel flow in the omni
0:45
channel flow we have to define route
0:49
work uh action in the route work we have
0:53
to decide how to transfer it whether it
0:56
should be transferred to a queue whether
0:58
it should transfer based on the uh
1:00
skills based uh routing rules whatever
1:03
you have set up or uh skills matching
1:05
whatever logic you wanted to build you
1:07
you have to build it in the omni channel
1:10
flow for routing it to the agents but
1:12
here in this video we are going to
1:14
see this previous step before routing it
1:18
i wanted to route it from the agent
1:21
force agent to human agents only when it
1:24
is within the business hours if it is
1:27
outside the business hours I don't want
1:29
the agent force agent to transfer it to
1:32
human agents instead I wanted to inform
1:36
the visitors whoever initiated the
1:39
messaging session saying that hey it is
1:42
outside our business hours you have to
1:44
reach out within our business hours so I
1:46
won't be able to transfer it you to
1:48
human agents first let's see a
1:55
demo I'm going
1:58
to initiate Salesforce messaging for
2:01
inapp and web session
2:05
I'm going to
2:06
say can
2:09
you
2:12
escalate to an agent to assist
2:18
me it will do an apex action in the apex
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action I'm checking whether it is within
2:25
the business service if it is not within
2:27
the business service I am sending this
2:29
message
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let's see the configuration behind
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it okay one second okay so
2:41
here messaging for inapp and web router
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Q is the omni channel flow which I have
2:47
developed this will route it to the
2:49
agent but before executing this in the
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topic I'm making use of custom
2:58
escalation topic you can add the
3:00
standard escalation topic from
3:02
Salesforce and you can uh create a new
3:06
version of the standard escalation topic
3:09
and then in the instructions you we have
3:11
to tweak it so here I'm saying if a user
3:14
explicitly asks to transfer to a live
3:17
agent escalate the conversation only if
3:21
is business hours within business hours
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from the business hours check action is
3:26
true if it is false share the me the
3:30
variable value from the action
3:34
here this is the apex action this is the
3:38
apex class class which uh will be
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getting invoked here I am passing the
3:44
record
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ids and uh the output is two things is
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within business which is a boolean
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variable and strage is another variable
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which which is of string data type which
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will be
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returned so
4:02
here this is the apex class and method
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I'm getting the record ids so we have to
4:08
since it is uh uh going to pass only one
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record ids uh sorry one record id I'm
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just adding a systemdebug
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statement here I'm getting the business
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hours output variable declaration so
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this is the variable declaration so
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sorry this is the wrapper class which
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will contain str message and whether it
4:32
is within business service so I'm
4:34
fetching the business service
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object and then uh I'm doing all the
4:41
checks whether it is within the business
4:42
hours or not if it is within the
4:44
business hours it will be able to set
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the is within business hours as
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uh true else it will return uh is with
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within business hours as false if it is
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false then it will send a message saying
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that I cannot transfer now it is outside
5:01
of business hours for emergency call our
5:04
2471800 number so this is the message it
5:06
will send if it is outside the business
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service let's uh use a different uh
5:14
business
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service so that it is within the
5:19
business hours and then it should be
5:20
able to transfer
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it so I'm going to end it i'm going to
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refresh my
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screen so now I'm going to ask the same
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thing
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can you
5:36
transfer to an
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agent
5:43
to assist me so this is the message I'm
5:46
sending now it is within the business
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service so it will route it and then it
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is transferring it
5:55
now if I'm available as an
6:00
agent I should be able to get the
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messaging session
6:08
record so this is the check I'm doing it
6:12
whenever the visitors wants to escalate
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it to an
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agent please check the video description
6:20
in the video description I have shared
6:22
my blog post from the blog post you
6:24
should be able
6:25
to know more information like how to
6:28
transfer the messaging sessions from
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Salesforce agent force agents to real
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agents the human agents sample apex
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class which I'm making use of for
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checking whether it is within the
6:40
business hour or with whether it is
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outside the business
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hours and I have given the instructions
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I have
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system so you can make use of this as a
6:55
reference and then you should be able to
6:56
achieve based on your use
7:05
case i hope it was
7:12
helpful thank you for watching
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