Transfer AI Agent to Live Agent in Salesforce

What we will cover in this Guide:

Step 1: Adding Escalation Action in Agentforce AI Agent
Step 2: Create a new Routing Configuration
Step 3: Create a new Queue
Step 4: Create a new Presence Statuses
Step 5: Create a new Permission Set and Assign Presence Statuses
Step 6: Enable user for Service Cloud
Step 9: Create Flow and Add it to existing Agent
Step 10: Create a new Messaging Channel
Step 8: Add Omni-Channel to Service Console App
Step 10: Test the Agent with existing community site

What is Agentforce?

Agentforce is Salesforce's AI-powered conversational agent, built to handle customer queries via digital channels like chat, messaging, and more. It integrates deeply with Omni-Channel, Service Cloud, and the new Prompt Builder for intelligent conversations.

A common requirement is to route the chat to a live agent when the AI can't resolve the issue.

Step 1: Adding Escalation Action in Agentforce AI Agent

In the Quick Find box Search for Agentforce Agents
Open the Agent and click on Open in Builder button
Now click on Topic tab
Make sure your Agent is Deactivate otherwise you won't be able to see the new button
Click on the New dropdown button
Click on Add from Asset Library
Search for Escalation and Add the Escalation topic and click on Finish button

Step 2: Create a new Routing Configuration

In the Quick Find box Search for Routing
Click on Routing Configurations
Click on New Button
Fill the form as following
Click on Save button

Step 3: Create a new Queue

In the Quick Find box Search for Queue
Click on Queues and Click on New button
Fill the Label and Queue Name as Messaging Queue
In the Routing Configuration choose routing configuration which we created in Step 2
From Available Objects choose Messaging Session and add it to Selected Objects section
Now from Available Members choose your admin user and add it to Selected Members
Click on Save button

Step 4: Create a new Presence Statuses

In the Quick Find box Search for Presence status
Click on Presence Statuses
Click on New button
Create 2 records like below
One for Available
Second for Away
Click on Save button

Step 5: Create a new Permission Set and Assign Presence Statuses

In the Quick Find box Search for Permission Set
Click on Permission Sets
Click on New button
Fill the form like below
Click on Save button
Scroll down and find Service Presence Statuses Access under Apps
Click on Service Presence Statuses Access
Click on Edit
Choose Available and Away from Available Service Presence Statuses to Enabled Service Presence Statuses
Click on Save button
Now Assign this Permission Set to your system admin user

Step 6: Enable user for Service Cloud

In the Quick Find box Search for Users
Choose you user from the list
Click on Edit
Enable the Service Cloud User Checkbox
Click on Save button

Step 9: Create Flow and Add it to existing Agent

For Inbound Connection in Agent

Creating Omni-channel Flow for Inbound
In the Quick Find box Search for flows
Click on New Flow button
Click on Omni-channel flow
Click on Toggle Toolbox
Create a Text variable like this
Now Click on Add Element and Search for Route
Select Route Work
Fill the values like below
Save the flow and Activate it.

For Outbound Connection in Agent

Follow the Inbound Flow
After adding Route Work Element to the Flow then follow below
Save the flow and Activate it.

Add the both Omni-Channel flows into Service Agent which you already in your org

Go to your Agent and open it into builder by clicking on Open in Builder button
Go to connections tab, you can see the flow which is added under the Inbound Omni-Channel Flows
Under Outbound Omni-Channel Flow we have to add a second flow manually
Click on Save button

Step 8: Add Omni-Channel to Service Console App

In Quick Find box Search App Manager and Select it
Find the Service Console App and Edit it
Click on Utility Items (Desktop only)
Click on Add Utility Item button and Search for Omni-Channel
Select Omni-Channel and It Will be add automatically
Click on Save button
Now Click on App Launcher and Search for Service Console
You will see the Omni-Channel in the bottom of the page like this
Click on Omni-channel and make it Available

Step 10: Test the Agent to Transfer the Conversation to Live Agent

In Quick Find box Search All Sites
Choose your Community Site Where you added the Agent (If you are unable to add agent to community site then follow this blog)
Click on Bot icon in right bottom
As an End User asks an Agent , "Can you connect me to a real agent?"
Agent will Transfer the conversation to live agent
The Live Agent will receive the request in the Service console Omni-channel
Now we can communicate with the live Agent.

Conclusion

Transferring an Agentforce AI Agent in Salesforce is a streamlined process that ensures seamless continuity in service operations. Whether you're reassigning agents due to workload balancing or managing transitions across departments, Salesforce provides the tools to handle these changes efficiently. By leveraging built-in capabilities like Omni-Channel, Service Territories, and AI-powered routing, businesses can maintain high levels of customer satisfaction while optimizing resource utilization. Mastering this process not only improves team agility but also enhances the overall service experience delivered to customers.