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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
View Video Transcript
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
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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
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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
1:28
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
1:40
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
1:56
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
2:02
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
3:00
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
3:15
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
3:28
the escalation topic
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I hope it was
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helpful thank you for watching
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