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            Service | Check Rep Availability for Routing

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            Service | Check Rep Availability for Routing

            This action determines rep availability when a work item is escalated from an Agentforce Service agent to a rep.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations, or Agentforce 1 or Einstein 1 Editions
            User Permissions Needed  
            See Common User Access for Standard Agent Actions.

            Action Details

            To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See Maintain Trust with Agentforce Actions.

            API Name CheckAvailabilityForRouting
            Reference Action Type Flow
            Reference Action Check Rep Availability for Routing
            Does this action execute one or more prompt templates? No
            Required Setup Replace the placeholder service channel with the expected channel in the Check Rep Availability for Routing flow, and then add the Check Rep Availability for Routing action to the subagent, such as the Escalation subagent. To invoke the action based on specific conditions, add instructions to the subagent. To provide channel-specific escalation experiences, create branches in the provided flow based on conversation channels.

            Guidelines and Considerations

            To set up the subagent instructions, add these details.

            • Describe when to invoke the Check Rep Availability for Routing action.
            • If no reps are available, provide the customer with an estimated wait time and give them the option to join the wait list or try again later.

            Check Rep Availability Before AI Agents Escalate Work

            To manage customer expectations and improve customer satisfaction, verify that a rep is available to pick up an escalated work item from an Agentforce Service agent. To check rep’s availability for a specific queue, add the Check Rep Availability for Routing agent action to a subagent, such as the Escalation subagent, and then add instructions about how the action should work.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions with the Agentforce for Service add-on
            User Permissions Needed  
            See Common User Access for Standard Agent Actions.

            Use these steps to set up the Check Rep Availability for Routing flow.

            1. As a prerequisite, select the service channel for the Check Rep Availability for Routing flow.
              1. In Flow Builder, open the flow.
              2. In the flow, select the Check Rep Availability for Routing action.
              3. In the action settings, clear the placeholder service channel, and then select the channel your customers will use to contact your AI agent.
                Tip
                Tip To support this action for multiple channels, add branches to this flow with individual Route Work actions.
              4. Select Route To Type and update the fields.
              5. Click Save As New Version.
              6. Click Activate.
            2. From Setup, enter Agentforce in the Quick Find box, then select Agentforce Agents.
            3. From the Agentforce Agents Setup page, click the name of the agent that you want to customize.
            4. In the Agent Details page, click Open in Builder.
            5. In Agentforce Builder, if your agent is active, deactivate it.
            6. In the Subagents tab, verify that the subagent is added to the agent. If not, add it.
            7. Click the subagent to open it.
            8. Click New Version, and then click Save.
            9. Click This Subagent’s Actions, click New, and then click Add from Asset Library.
            10. Add the Check Rep Availability for Routing action.
            11. Click Subagent Configuration.
            12. Click Add Instructions and enter the instructions, such as: If the customer requests an escalation, first call the Check Rep Availability for Routing action. If no reps are available, inform the customer know that no reps are currently available and suggest that they reach out during business hours.
            13. Click Save.
            14. Click Activate.
            15. Test the updated Escalation subagent.
             
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