How to Transfer Chat from Agentforce AI to Human Agent in Salesforce
Summary
The article explains how to configure Salesforce Agentforce to transfer customer chats from an AI service agent to a human agent seamlessly. It addresses practical situations where AI cannot fully resolve issues, such as refund approvals or managing negative customer sentiment, ensuring escalation to a human expert. Detailed step-by-step instructions for setting up queues, service channels, and outbound Omni-Channel flows in Salesforce are provided to route messages effectively. The setup also includes adding a conversation component for agents to manage chats within the Salesforce UI. This empowers support teams to handle complex queries efficiently and enhance customer satisfaction.
Takeaways
- Create a fallback queue to handle escalated AI chats for human agents.
- Configure a Service Channel to route messaging sessions to queues correctly.
- Build an Outbound Omni-Channel Flow to transfer chat sessions from AI to human agents.
- Use a variable in the flow to pass Messaging Session record IDs for proper routing.
- Add a Conversation component to record pages for agent-customer interaction.
In Salesforce, the Service Agent is one type of AI Agent available in Agentforce. After creating and deploying it to a Salesforce experience (community) site, end users or customers can easily interact with the agent to raise requests or get support. To route the request from the site to the service AI agent, we create an Inbound Omni-Channel Flow in Salesforce Agentforce. This flow automatically routes incoming requests to the right agent. Now, what if the end user or customer wants to talk with a human agent instead of an AI agent? So, this time, to route the request from the AI agent to the human agent, we can create an outbound omnichannel flow in Salesforce Agentforce. In this article, we wil learn about how to escalate or transfer customer chat from an Agentforce AI to a human agent in Salesforce so that your support team can handle complex questions and improve customer satisfaction.