Escalate Issues from the Shopper Agent to a Representative (Optional)

When a shopper has an issue that the agent can't resolve, the agent can pass the conversation to a service representative. Configure presence statuses, Omni-Channel flows, and the escalation subagent so that the handoff keeps the conversation and its context intact.

1. In your Salesforce org, at the top of the page, click and select Setup.
2. Create the presence statuses that your service representatives use for messaging.
   1. In the Quick Find box, enter and select Presence Statuses.
   2. Create an online status, and assign the messaging channel to it.
   3. Assign the status to the profiles or permission sets of the representatives who handle escalated conversations.
3. Create a queue for escalated shopper conversations.
   1. In the Quick Find box, enter and select Queues.
   2. For Routing Configuration, select the routing configuration for your messaging channel.
   3. For Supported Objects, select Messaging Session.
   4. Add your service representatives as queue members.
4. Confirm that the inbound Omni-Channel flow routes new conversations to the Shopper Agent.
   1. In the Quick Find box, enter and select Flows.
   2. Open the inbound flow.
   3. Confirm that it's active. and that its Route Work element targets the agent.
   By default, the agent uses the inbound flow to route escalations. To change this routing, create an outbound flow.
5. Create an outbound Omni-Channel flow that routes escalated conversations to your queue.
   1. In the Quick Find box, enter and select Flows.
   2. Click New, and select the Omni-Channel Flow template.
   3. Name the flow, for example, Escalate to a Representative.
   4. Add a Route Work element, and set the Record ID Variable to the messaging service channel, and the Route to variable to the escalation queue.
   5. Save and activate the flow.
6. Connect the flow to your messaging channel as the escalation destination.
   In the Quick Find box, enter and select Messaging Settings, open your channel, and select the outbound flow for routing escalated conversations.
7. Add the escalation subagent to your Shopper Agent.
   1. From App Launcher, select Agentforce Studio, and select the Shopper Agent you want to modify.
   2. View the Escalation subagent, and confirm that the action points to your outbound flow.
   3. Save and activate the new agent version.