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            Escalations to a Representative in the New Agentforce Builder

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            Escalations to a Representative in the New Agentforce Builder

            Review the scenarios that cause conversations to be escalated to a representative. When the agent escalates the conversation, it may take some time for a representative to pick up the escalation. You can modify the escalation scenarios.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, Unlimited, and Developer Editions with Field Service and Foundations, or Einstein 1 Field Service Edition or Agentforce 1 Field Service Edition.
            • Ethics:
              • Only a minor will be present at the time of the planned appointment because an adult must be present at the time of service.
              • The customer states a preference for the mobile worker or the mobile worker's behavior that is based on race, gender, age, or can be interpreted as discriminative, offensive, or inappropriate.
            • Failure to Complete Request:
              • The customer states that the provided address isn’t accurate or provides a different address.
              • The customer’s address isn’t valid because the contact doesn’t have a mailing city and a mailing street.
              • No available time slots meet the customer’s request.
              • The customer has asked to add comments to the appointment details. For example, the customer requests that the mobile worker doesn’t ring the bell on arrival.
              • The appointment’s times couldn’t be updated according to the selected time slot.
              • There's no service appointment ID to use to schedule the appointment.
              • A failure occurred while attempting to retrieve information about an appointment.
              • A failure occurred while attempting to cancel an appointment.
              • Appointment information is missing or formatted incorrectly.
            • Data Protection:
              • The customer asks for the appointment's ID.
              • The customer attempts to use specific operating hours or scheduling policy.
              • The customer attempts to expose work types or work type names.
              • The customer asks to change the appointment’s work type, arrival time, or arrival window.
             
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            Salesforce Help | Article