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Transfer to Human Agent in the middle of the Conversation in Salesforce Agentforce Service Agent
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Jul 10, 2025
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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
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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
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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
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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
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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
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case status. So this is what is going to
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be my prompt.
1:21
It is asking me to provide an email
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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
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builder. Now let me go available in omni
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channel.
1:46
In order to test it, I have set up
1:49
Salesforce messaging for web and uh in
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in app and web. Let's test it from the
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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
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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.
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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.
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Let's see how to achieve this.
2:53
So this is the custom topic which I
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created.
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In the instruction I have clearly
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mentioned that once the email address is
3:02
shared use find cases action to fetch
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the cases. So find cases is my custom
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agent force agent action which will make
3:10
use of the email address and fetches the
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related case records. Let's say if they
3:17
are not going to provide the email
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address for that the instruction what I
3:21
have done is request for email address
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when customer does not identify by
3:25
providing an email address automatically
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escalate to human agent once we provide
3:30
this instruction it will transfer the
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messaging session to a human agent.
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One more important thing is we have to
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add the escalation standard topic.
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so that it will invoke
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the omni channel flow which is
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configured in the outbound omni channel
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flow section.
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Please check the video description. In
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the video description, I have shared my
4:00
blog post. From the blog post, you
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should be able to get all the steps that
4:05
are required to transfer the agent force
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conversation in the middle of the chat
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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
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make use of this blog post for your
4:21
reference.
4:27
I hope it was helpful.
4:34
Thank you for watching.
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