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Transfer from Salesforce Agentforce to real Agents
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
0:11
Salesforce agent force agent to
0:15
a human uh real agent if you have a
0:19
requirement where you have implemented
0:22
Salesforce agent force and if you want
0:25
to transfer the messaging session
0:27
records from the agent force agent
0:30
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
0:41
tab here in the choose a flow for the
0:45
outbound Omni Channel flow you have to
0:47
click the pencil icon so that you will
0:50
be able to select the flow and then you
0:53
can also set escalation
0:56
message once this is done
1:01
whenever in the agent force uh uh live
1:05
message uh conversation uh if the end
1:10
users request to transfer it to a real
1:13
human uh based on the uh input they are
1:17
entering it will invoke this Omni
1:21
Channel flow and in the Omni Channel
1:23
flow based on the setup whatever you
1:25
have done it will route it to the uh
1:28
queue or if you have set skill skill
1:30
based routing then it will route based
1:32
on the skill based routing whatever you
1:34
have set it on the Omni Channel
1:37
flow open the agent force agent in the
1:40
studio Builder and make sure this
1:44
escalation topic is selected this is
1:47
sales for standard escalation uh uh
1:51
topic whenever the end users request for
1:56
convers to to have a conversation or
1:58
start the conversation with the real
1:59
human service representative this will
2:02
be invoked and then it will call the
2:05
Omni Channel
2:07
flow as an agent I'm available in Omni
2:11
Channel as an end user I'm going to
2:14
initiate uh messaging session
2:20
record my agent force agent is uh
2:24
invoked and then it is asking how can I
2:27
help you I wanted to direct talk to an
2:30
agent so I'm going to
2:33
ask please transfer to an
2:46
agent it transferred
2:52
it I have set Auto Acceptance so
2:56
automatically the messaging session
2:57
record is accepted and as as an
3:00
agent I can help
3:08
them so as an agent I sent a message as
3:12
an end user I I am able to see
3:15
that so two steps are involved make sure
3:19
you have an omni Channel outbound flow
3:21
configured on the agent force agent and
3:24
in the Builder make sure you have added
3:28
the escalation topic
3:36
I hope it was
3:42
helpful thank you for watching
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