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Task Escalation Limits and Considerations in Agentforce Operations
Review limits and considerations for task escalations in Agentforce Operations.
Required Editions
| License Required |
|---|
This feature is a workspace that’s external to your Salesforce org and requires an Agentforce Operations license. To purchase an Agentforce Operations license, contact your Salesforce account executive. |
Escalation Limits
- You can configure a maximum of five escalations per task.
- Only standard and approval tasks support escalations.
- You can't escalate to an AI agent.
- Your workspace integrations determine available escalation people options.
Tasks That Start with Past Due Dates
If a task starts with a due date that's in the past, escalations trigger immediately. This can happen when:
- Dynamic due dates setting is off and upstream tasks are submitted behind schedule.
- The task due date uses a date field, and the date field's value is in the past.
- You manually update the due date to a date in the past.
Due Date Changes and Recalculation
Agentforce Operations recalculates escalation times whenever the task's due date changes. This can happen when:
- A task starts that has a duration-based due date.
- You manually update the due date.
- You restart an expired task with a new due date.
- You resume a workflow and in-progress tasks have their due dates adjusted.
Task Restarts
When you restart a task, Agentforce Operations recalculates escalation times based on the new due date. The escalation resend behavior depends on timing:
- Escalation already sent and a new due date is earlier: Agentforce Operations doesn't resend the escalation.
- Escalation already sent and a new due date is later: Agentforce Operations resends the escalation at the appropriate time.
- Escalation not yet sent: Agentforce Operations sends the escalation at the configured time based on the new due date.
Agentforce Operations doesn't remove people who were previously added as assignees or CCs through an escalation when you restart the task.
Out of Office
If an escalation person has Out of Office configured, Agentforce Operations respects their Out of Office settings. When an escalation triggers, the escalation goes to the specified delegate. If a person was already added to a task through an earlier escalation, and they configure Out of Office settings, the escalation passes to the delegate.
To configure out of office settings, see Set Up Out of Office Settings in Agentforce Operations.
Duplicate Escalation People
If the escalation person is the same as an original assignee or CC, they still receive the escalation email. The escalation path takes precedence over the original assignment. This behavior allows blueprint editors to configure custom reminders for tasks.
New Assignee Notifications
If an escalation adds someone as a new assignee, Agentforce Operations doesn't send them the standard task assigned email. The escalation email contains all the necessary task information, so Agentforce Operations doesn't send a separate assignment email.
Expired Tasks with Escalations
Tasks can have escalation paths even if you set them to expire. Escalations can trigger before the task expires, but once the task expires, no further escalations are sent.
Escalation Errors
If an escalation person has an email that bounces, is a deactivated user, or has a blank or empty email field value, Agentforce Operations sends a message in the task activity feed identifying the problem. The message appears in red, but a problem isn't formally reported on the task.
