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Transfer from Salesforce Agentforce to real Agents
1K views
Dec 7, 2024
Blog Post: https://www.infallibletechie.com/2024/12/transfer-from-salesforce-agentforce-to-real-agents.html
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0:06
hello everyone in this video we are
0:08
going to see how to transfer from
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Salesforce agent force agent to
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a human uh real agent if you have a
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requirement where you have implemented
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Salesforce agent force and if you want
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to transfer the messaging session
0:27
records from the agent force agent
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to a real sales uh or service
0:33
representative then we have to open the
0:36
Salesforce agent force agent we have to
0:39
go to the connections
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tab here in the choose a flow for the
0:45
outbound Omni Channel flow you have to
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click the pencil icon so that you will
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be able to select the flow and then you
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can also set escalation
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message once this is done
1:01
whenever in the agent force uh uh live
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message uh conversation uh if the end
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users request to transfer it to a real
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human uh based on the uh input they are
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entering it will invoke this Omni
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Channel flow and in the Omni Channel
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flow based on the setup whatever you
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have done it will route it to the uh
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queue or if you have set skill skill
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based routing then it will route based
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on the skill based routing whatever you
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have set it on the Omni Channel
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flow open the agent force agent in the
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studio Builder and make sure this
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escalation topic is selected this is
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sales for standard escalation uh uh
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topic whenever the end users request for
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convers to to have a conversation or
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start the conversation with the real
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human service representative this will
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be invoked and then it will call the
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Omni Channel
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flow as an agent I'm available in Omni
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Channel as an end user I'm going to
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initiate uh messaging session
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record my agent force agent is uh
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invoked and then it is asking how can I
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help you I wanted to direct talk to an
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agent so I'm going to
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ask please transfer to an
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agent it transferred
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it I have set Auto Acceptance so
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automatically the messaging session
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record is accepted and as as an
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agent I can help
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them so as an agent I sent a message as
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an end user I I am able to see
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that so two steps are involved make sure
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you have an omni Channel outbound flow
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configured on the agent force agent and
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in the Builder make sure you have added
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the escalation topic
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I hope it was
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helpful thank you for watching
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