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Configure the Human Rep Escalation Experience
You must configure the human escalation experience before enabling conversational email. Configuring the human escalation experience ensures that end-users or customers can reach a human representative when the Agentforce agent can’t resolve an inquiry. Escalated emails are ongoing conversations that transfer from an Agentforce agent to a human rep’s queue. Escalation occurs when a user needs complex support, requests human assistance, or meets specific routing criteria.
Required Editions
| Available in: Salesforce Enterprise and Unlimited Editions with Marketing Cloud Next Advanced Edition |
Use Service Cloud Omni-Channel to define routing rules, rep permissions, and service queues for these escalated conversations.
- Human Rep Experience
Agentforce agents respond within the original email thread using the same From Address and From Name as the marketing email. They have access to the full conversation history and use plain-text response templates when replying.
Step 1: Assign Messaging Permissions to Service Reps
Service reps who handle escalated emails must have the required messaging permissions.
- From Setup, enter Permission Sets in the Quick Find box, then select Permission Sets.
- Click New and create a permission set.
- Open the permission set and select App Permissions.
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Click Edit, and select these permissions:
- Agent Initiated Outbound Messaging
- Configure Messaging
- Messaging Agent
- Save your changes.
- Assign this new permission set and the standard Messaging User permission set to users who handle escalated emails.
For more information, see Permission Sets.
Step 2: Enable Core Service Features
Enable Messaging and Omni-Channel to support conversational routing.
- From Setup, enter Messaging Settings in the Quick Find box, then select Messaging Settings.
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Turn on Messaging and save your changes.
Enabling Messaging allows your org to process conversational messaging sessions.
- From Setup, enter Omni-Channel Settings in the Quick Find box, then select Omni-Channel Settings.
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Select Enable Omni-Channel, then save your changes.
Omni-Channel is the routing engine that automatically pushes incoming work items (like escalated emails) to the right available rep.
For more information, see Messaging in Service Cloud and Omni-Channel Routing.
Step 3: Manage Routing Configurations and Queues
Define how escalated email sessions are prioritized and assigned.
- From Setup, enter Routing Configurations in the Quick Find box, then select Routing Configurations.
- Click New.
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Select a routing model (for example, Least Active).
A routing configuration determines the priority and size of work items and how they’re routed to reps.
- Save your changes.
- From Setup, enter Queues in the Quick Find box, then select Queues.
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Click New.
Queues hold incoming work items, such as escalated email sessions, until an rep is available to accept them.
- Associate the queue with your new routing configuration.
- Under Supported Objects, add a Messaging Session.
- Save your changes.
For more information, see Routing Configuration Settings and Set Up Queues.
Step 4: Configure Rep Presence and Capacity
To receive escalated email cases, your reps need a designated presence status to indicate they’re online and available for work.
- From Setup, enter Presence Configurations in the Quick Find box, then select Presence Configurations.
- Edit the Default Presence Configuration (or create one) to set appropriate rep capacity and work item limits.
- From Setup, enter Presence Statuses in the Quick Find box, then select Presence Statuses.
- Click New.
- Enter a status name, such as Available for Escalations.
- Under Status Options, select Online.
- Under Selected Channels, add the Case service channel to the Selected Channels list, and click Save.
- From Setup, enter Profiles in the Quick Find box, then select Profiles (or enter Permission Sets to use permission sets).
- Select the profile (or permission set) used by your reps.
- Click Enabled Service Presence Status Access (or Service Presence Statuses).
- Click Edit, move your new presence status to the Enabled Service Presence Statuses list, and click Save.
Fore more information, see Set Up Service Rep Statuses and Capacity.
Step 5: Create an Escalation Flow Through Omni Routing
Create the flow that routes escalated email sessions to the appropriate queue.
- From Setup, enter Flows in the Quick Find box, then select Flows.
- Click New Flow.
- Select Omni-Channel Flow.
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Add a Route Work action to the canvas.
Configure it to route the incoming Messaging Session record to the queue you created in the previous step.
- Save and activate the flow.
For more information, see How Omni-Channel Flow Works andCreating an Omni-Channel Flow.
Step 6: Configure the Service Representative Console
Give your service representatives the interface that they use accept and reply to escalated emails.
- From Setup, enter App Manager in the Quick Find box, then select App Manager.
- Locate your Service Console app, click the dropdown arrow next to it, and select Edit.
- Select Navigation Items. Select Cases and add it to the Selected Items list so reps can access their escalated email queues.
- Select Utility Items (Desktop Only).
- Click Add Utility Item and select Omni-Channel.
- Select User Profiles and add the profiles of the reps responsible for handling escalated emails to the Selected Profiles list.
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Click Save.
This adds the Omni-Channel widget to the bottom utility bar, allowing reps to log in, change their status, and accept incoming escalated email conversations.
For more information, see Add the Omni-Channel Widget.
