Agentforce · Agent Builder29 tasks
Configure Agentforce Human Escalation Routing
Hand an Agentforce conversation to a human: the escalation topic, the routing flow and the Omni-Channel queue that picks it up. The routing configuration usually gets done. The live handoff is often left for an admin to confirm.
Method
How MeshMesh does it
- Builds and tunes a service agent with test data and flow actions, then adds escalation and routing handling.
- Traces why an escalation does not reach a human. In a voice agent it found the Agent Script lacked a messaging connection block and
canEscalatewas false on the escalation topic, and fixed both. - Adjusts routing flows and permissions along the way.
- Verifies end to end in agent preview that an escalation creates a case and triggers a transfer.
- Sometimes stops at a diagnosis: for email cases not reaching the agent, it found a missing threading token setting and a routing flow that reassigns the owner, and wrote a fix plan without applying it.
When the handoff still fails after setup, see Diagnose Agentforce Routing Failures.