What Happens When a Task Escalates in Agentforce Operations

When a task reaches its configured escalation time, Agentforce Operations automatically completes these steps.

1. Agentforce Operations adds the configured person. If the escalation type is Assign, they become an assignee. If the escalation type is CC, they become a CC person.
2. Agentforce Operations updates the task activity feed. A message shows the added people and when they were added. The message uses the term reminder for escalations before the due date and escalation for escalations after the due date.
3. Agentforce Operations sends an escalation email. All original assignees, original CCs, and escalation people receive an email explaining that the task is escalated and who was added.
4. Agentforce Operations sends an in-app notification. All original assignees, original CCs, and escalation people receive a notification that says Super Agent escalated [Task Name] or Super Agent sent a reminder for [Task Name].

Note Escalations respect your workspace business calendar settings. If you configure your workspace to use business days and hours, Agentforce Operations calculates and triggers escalations according to those settings as they apply to the task's time zone. To configure business calendar settings, see Configure Your Workspace Settings in Agentforce Operations.