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 transfer customer requests from an AI agent to a human agent in Salesforce Agentforce so that your support team can handle complex questions and improve customer satisfaction.
Transfer Customer Request From AI Agent to Human Agent in Salesforce Agentforce
Below are the prerequisites that we need to configure first to transfer customer requests from an AI agent to a human agent in Salesforce Agentforce.
1. Create a Queue in Salesforce
This is the fallback queue. It is used when the AI Agent or channel is unavailable. In such cases, the incoming request is automatically routed to this fallback queue, ensuring that the request is not lost and can still be handled by human agents.
2. Create Service Channel in Salesforce
A Service Channel in Salesforce is a way to connect customer requests from various sources, including email, chat, social media, or web forms, into Salesforce.
It automatically creates and routes these requests (called cases or work items) to the right agent or queue. This enables faster and more organized customer support.
3. Create Outbound Omni-Channel Flow in Salesforce Agentforce
Now, let’s cr