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Handle Agent to Human Transfer in Salesforce Agentforce
Aug 25, 2025
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0:04
Hello everyone. In this video, we are
0:06
going to see how to gracefully
0:10
handle
0:12
agent force agents escalation to human
0:15
agents. Let's say the end users are
0:19
requesting for transfer to human agents
0:22
and then if you wanted to gracefully
0:24
handle it or seamlessly transfer it to
0:27
human agents you can make use of
0:31
check rep availability for routing which
0:35
is a standard flow provided by
0:38
Salesforce
0:40
and then we have to add
0:43
check availability for routing action to
0:46
the escalation topic. Before
0:49
checking the standard flow and how to
0:52
configure it, let's check a quick demo
0:57
in Salesforce. As a service agent, I am
1:00
offline
1:03
as an end user. I'm trying to initiate a
1:06
messaging session.
1:09
The agent force agent is uh
1:13
has joined.
1:15
I wanted to directly talk to a live
1:17
agent. So I'm going to ask transfer to
1:22
human agent please.
1:26
Now
1:28
it is saying that I am sorry but there
1:30
are no agents available to assist you at
1:33
the moment. Please try again later. Let
1:35
me know if there is anything else I can
1:37
help. Here the transfer to the human
1:40
agent is gracefully handled. It didn't
1:44
just transfer it to a human agent
1:46
without checking any checks. It did
1:49
check whether the agents are available
1:51
and then
1:53
uh it found out that the agents are not
1:55
available. So it is displaying a message
1:57
saying that no agents are available to
2:00
assist you at the moment.
2:02
Let me end the chat.
2:05
As a service agent, I'm going to make
2:08
myself available in messaging so that I
2:12
can initiate the chat again. Now it will
2:15
transfer to the agent because I'm the
2:17
agent who is available online. Now
2:24
the agent force agent joined. I'm going
2:27
to say transfer to human agent for
2:32
assistance.
2:36
Now it is transferring it and then it is
2:39
also saying that my estimated wait time
2:42
is 1 minute.
2:44
So as a service representative I'm able
2:48
to accept the messaging session and then
2:51
I should be able to converse.
3:00
Let's see how I was able to achieve
3:02
this.
3:06
Go to Salesforce uh setup. Search for
3:08
flows and open the flows in Salesforce
3:11
setup.
3:16
Go to all flows and you should see
3:21
check rep availability for routing. So
3:24
this is a managed
3:27
uh installed u
3:29
flow from Salesforce. So open this flow.
3:33
And then you should be able to create a
3:35
new flow using that. So I created with
3:38
the same name. When you create, let me
3:41
show you.
3:43
Okay, it is saying open original, open
3:46
override. I'm going to open the
3:48
original.
3:49
So this is the standard flow which
3:51
Salesforce provided. You have to use
3:53
save as new flow button and then you
3:56
have to create the new flow. When you
3:59
create it, make sure
4:02
The original flow is the standard flow
4:05
which was provided by Salesforce. So
4:08
that when the agent act action is
4:10
executed, it will run this overridden
4:13
flow and not the original flow.
4:18
So open the original flow, click save as
4:21
new flow and then it will create a
4:25
unmanaged version and then you should be
4:27
able to start editing it. So here I made
4:30
use of the
4:32
um flow which Salesforce provided.
4:37
The only thing what I changed was I
4:40
selected the service channel again and
4:43
in the queue I selected my Salesforce
4:46
RQ. So here I created a messaging
4:49
session Q I want. So whenever they
4:52
wanted to transfer it to an live agent
4:55
um it will check the messaging session
4:58
queue and then it will store all all the
5:01
values in these output variables. So
5:04
these output variables were already
5:07
given by uh Salesforce when the standard
5:10
flow was created as a new flow.
5:16
Make sure the flow is active. So
5:18
whenever the um whenever
5:22
the
5:24
check rep availability for routing agent
5:26
action is called it will call this uh
5:30
custom flow which I created from the
5:32
standard flow.
5:38
So in the agent assets
5:41
you you should see an action called
5:47
check rep availability for routing. This
5:50
is a standard action given by
5:52
Salesforce.
5:54
So this is the check rep availability
5:56
for routing. This is a standard action
5:59
which makes use of the flow. It makes
6:01
use of the
6:04
check rep availability for routing
6:06
managed flow. Since we overridden the
6:08
flow, it will make use of the custom
6:10
flow which we created from the standard
6:11
flow.
6:13
In order to add this,
6:16
what we have to first do is you have to
6:18
add the escalation topic.
6:21
You have to create a new version of it,
6:25
save it, then add the standard action.
6:31
And one more important thing is you have
6:33
to update the existing instruction. Here
6:36
I'm saying transfer it to an human agent
6:40
only when the custom variable value
6:42
number of agents value is greater than
6:45
zero. If there are no agents available
6:48
at a specific time when this messaging
6:50
session was initiated I'm saying to
6:53
display a message that no agents are
6:55
available at this moment to assist and
6:57
try again later. So that was the demo.
7:00
We saw it in the video also. If this
7:02
number of agents value is uh greater
7:05
than zero then it will transfer it else
7:08
it will not transfer and then it will
7:10
display a message.
7:12
This check availability for routing is
7:14
also a standard Salesforce flow element.
7:18
So when you clone the
7:21
standard flow you will get this
7:23
particular action already added. Make
7:26
sure you select the service channel and
7:28
the queue and then you should be able to
7:31
make use of these values. If you wanted
7:34
to further customize it based on your
7:36
business logic, you can start adding
7:38
your logic in this flow and then you
7:40
should be able to achieve it.
7:47
So make use of check availability for
7:49
routing to gracefully or seamlessly
7:51
handling the
7:53
messaging session transfer from agent
7:56
force agents to live agents.
8:04
Please check the video description. In
8:06
the video description, I have shared my
8:08
blog post. You can make use of the blog
8:11
post as a reference for this
8:13
implementation.
8:22
I hope it was helpful.
8:30
Thank you for watching.
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