Customize Help Agent Default Settings

Default Settings for Help Agent

The Help Agent comes with default settings that determine its behavior and how work is escalated.

These default settings control how escalation is routed out of the box.

Setting	Default
Escalation Flow	When you create a Help Agent, you can select an escalation flow. If you don't select one, Salesforce creates a default flow for you. If you create multiple Help Agents, Salesforce creates a separate outbound flow for each agent. Note Each Help Agent always requires its own inbound Omni-Channel flow, since this is what routes incoming conversations to that specific agent. To see the escalation flow assigned to the Help Agent, in Agentforce Builder, see the connection settings for the agent. The default escalation flows follow these naming conventions: For a Messaging channel (web chat or help portal): Quick_Agentforce_Service_Agent_<suffix> Outbound Messaging Flow For a Voice channel: Agent_<suffix>_<phone_number> Outbound Voice Flow Note The agent_bundle_definition_version placeholder is an internal identifier for the agent bundle definition, not the agent version number shown in Agentforce Builder. It appears as an alphanumeric code (for example, 00G6P2AU).
Default Routing Configuration	When you create a Help Agent, Salesforce creates a default routing configuration. The default routing configurations follow these naming conventions: For a Messaging channel (web chat or help portal): Help Agent Routing For a Voice channel: Help Agent Routing For escalations: HA Messaging Routing
Default Queue	When you create a Help Agent, Salesforce creates default queues and assigns them to their respective default routing configurations. The default queues follow these naming conventions: For escalations: HA Messaging Queue For a Messaging channel (web chat and help portal): Help Agent Queue For a Voice channel: Service Agent Routing
Subagents	When you create a Help Agent, Salesforce adds these subagents to the Help Agent. Agent Router - Welcomes the user and determines the appropriate subagent based on user input. Ambiguous Question - Redirects conversation to relevant topics when the user request is too ambiguous. Case Management - Handles customer inquiries and actions related to support cases, including providing case information, updating existing cases, and creating new cases. Customer Verification - Verifies the customer's identity before granting access to sensitive data. Escalation with Feedback - Connects the user with a rep and collects feedback about the AI agent experience before escalating. Feedback Manager - Captures the user's feedback indicating if their issue was resolved. General FAQ - Helps to answer customer's questions by searching through the knowledge articles and providing information from those articles. Off Topic - Redirects the conversation to relevant topics when user request goes off-topic.
Action When Escalation Fails	By default, the Escalation with Feedback subagent invokes the Create Case action when escalation fails.

Change the Default Help Agent Behavior

If needed, you can customize your agent so that it fits your company's use cases. Learn how to use Agentforce Builder and agent assets, including subagents, actions, filters, and variables, so that you can customize out-of-the-box solutions or create your own.

See Also

• Configure Your Agent

Refine the Escalation with Feedback Subagent

To change what the agent says or does during an escalation, edit the Escalation with Feedback subagent in the Agentforce Builder. You can update the subagent's instructions and associated actions to match your company's communication policies.

For example, here are some sample cases where you might customize the instructions or actions.

• Collect additional data for support cases. When escalation fails, the default fallback behavior is to offer to create a support case. If your company requires specific information, such as an order number, subscription ID, or product SKU, update the subagent's instructions to prompt the customer for this information before the case is created. This process ensures that the service rep receives all necessary context in the ticket from the start.
• Apply brand-specific tone and language. You may want the escalation messages to reflect your company's unique brand and voice. For example, a luxury retail brand might prefer a formal, concierge-style tone ("Our stylists are fully booked. Can we open a priority ticket for you?") rather than the standard system-generated response ("I'm sorry, I wasn't able to connect you with a live agent.").
• Add mandatory disclaimers. If your industry (such as financial services or healthcare) requires specific legal or privacy disclosures, you can embed them in the escalation instructions. You can instruct the agent to share a required compliance message before they transfer a conversation to a service rep.
• Manage customer expectations. If longer wait times happen during certain times of the day, update the fallback instructions to be more informative. Instead of a generic failure message, configure the agent to say, "Our team is experiencing a higher-than-usual volume. Would you like to stay on the line? Or should I open a support case for you instead?"

Update the Escalation Flow

To change how conversations are routed during an escalation, modify a copy of the escalation Omni-Channel flow in Flow Builder. For example, you can customize the flow to route conversations based on customer priority.

Here's a default escalation flow for a Messaging channel.

For more information, see Advanced Routing with Omni-Channel Flows.