To transfer a call successfully to a human rep, update canEscalate to True for Custom agent actions (GenAiPlannerBundle)

Update the canEscalate field to True for any customer agent topic used to transfer or escalate voice calls from Agentforce to a human agent.

Notes:

• Standard escalation topics already have canEscalate = True.
• Custom escalation topics may show canEscalate = False. You can change this value using the SOQL query below.

SOQL query:

SELECT CanEscalate, CreatedById, CreatedDate, Description, DeveloperName, Id, IsDeleted, IsLocal, Language, LastModifiedById, LastModifiedDate, LocalDeveloperName, MasterLabel, NamespacePrefix, ParentId, PlannerId, PluginType, Scope, Source, SystemModstamp FROM GenAiPluginDefinition