Up next in 10
Transfer to Human Agent in the middle of the Conversation in Salesforce Agentforce Service Agent
79 views
Jul 10, 2025
Show More Show Less
View Video Transcript
0:05
Hello everyone. In this video, we are
0:08
going to see how to transfer from
0:11
Salesforce agent force agent to a real
0:16
human live agent in the middle of the
0:18
conversation.
0:21
Let's say you developed agent force
0:24
agent and then you have set up multiple
0:27
topics in it. In certain topic
0:32
if the customer is not uh ready to share
0:34
some uh information and then if you
0:37
wanted to transfer that to the live
0:39
agent in the middle of the conversation
0:42
then we have to write the instructions
0:44
in the topic so that agent force agent
0:49
can understand it and then it will hand
0:51
over the conversation to a real live
0:54
agent. It literally transfers the
0:57
session. Let's see a demo and then we
1:00
will uh see the
1:02
configuration behind it. The first step
1:06
is
1:07
I'm going to demo it in this uh video.
1:11
So I'm going to say need help to find my
1:14
case status. So this is what is going to
1:16
be my prompt.
1:21
It is asking me to provide an email
1:23
address. I'm going to say I don't have
1:27
my email.
1:33
Now it transferred it to a live agent.
1:37
So my testing is good in the agent force
1:41
builder. Now let me go available in omni
1:44
channel.
1:46
In order to test it, I have set up
1:49
Salesforce messaging for web and uh in
1:51
in app and web. Let's test it from the
1:53
embedded service deployment.
2:06
So it got connected to the service uh
2:09
agent which is agent force agent. I'm
2:11
going to say need help to find case
2:14
status.
2:16
It is asking me to provide the email
2:18
address. I'm going to say I don't have
2:21
email address.
2:28
So now it is transferring the messaging
2:30
session to a real live agent.
2:35
So the live agent can see what happened
2:37
and then they will have an understanding
2:39
that it was transferred from the agent
2:40
force agent to the live agent since they
2:44
haven't provided the email address.
2:47
Let's see how to achieve this.
2:53
So this is the custom topic which I
2:55
created.
2:57
In the instruction I have clearly
2:59
mentioned that once the email address is
3:02
shared use find cases action to fetch
3:04
the cases. So find cases is my custom
3:07
agent force agent action which will make
3:10
use of the email address and fetches the
3:13
related case records. Let's say if they
3:17
are not going to provide the email
3:18
address for that the instruction what I
3:21
have done is request for email address
3:23
when customer does not identify by
3:25
providing an email address automatically
3:27
escalate to human agent once we provide
3:30
this instruction it will transfer the
3:33
messaging session to a human agent.
3:37
One more important thing is we have to
3:39
add the escalation standard topic.
3:44
so that it will invoke
3:48
the omni channel flow which is
3:49
configured in the outbound omni channel
3:52
flow section.
3:56
Please check the video description. In
3:58
the video description, I have shared my
4:00
blog post. From the blog post, you
4:03
should be able to get all the steps that
4:05
are required to transfer the agent force
4:08
conversation in the middle of the chat
4:10
to a live agent. So all those steps are
4:14
available here. You can refer this and
4:16
then you should be able to set it up. So
4:18
make use of this blog post for your
4:21
reference.
4:27
I hope it was helpful.
4:34
Thank you for watching.
#Internet Software