afv-library/skills/developing-agentforce/assets/escalation-pattern.agent

# Escalation Pattern Template
# ===========================
#
# This template demonstrates the complete escalation pattern with:
# - Multi-channel connection blocks (messaging, voice, web)
# - Graceful handoff with escalation messages
# - Pre-escalation data gathering
# - OmniChannel routing configuration
#
# Pattern: Multi-channel escalation with context preservation
# Use when: Any agent that needs human handoff capabilities

system:
   messages:
      welcome: "Hello! I'm here to help. If I can't assist you, I can connect you with a specialist."
      error: "I apologize, something went wrong. Let me connect you with someone who can help."
   instructions: "You are a helpful agent. When you cannot resolve an issue, escalate to a human agent with full context."

config:
   agent_name: "EscalationPatternAgent"
   agent_label: "Escalation Demo Agent"
   description: "Agent demonstrating complete escalation patterns"
   default_agent_user: "agent@yourorg.com"  # REQUIRED: Change to valid Einstein Agent User

# ============================================================
# CONNECTION BLOCKS (Multi-Channel Escalation)
# ============================================================

connections:
   # Messaging channel (SMS, WhatsApp, etc.)
   connection messaging:
      escalation_message: "One moment, I'm transferring our conversation to a specialist who can better assist you."
      outbound_route_type: "OmniChannelFlow"
      outbound_route_name: "<flow://Escalate_Messaging_To_Agent>"
      adaptive_response_allowed: False

   # Voice channel
   connection voice:
      escalation_message: "Please hold while I transfer you to a specialist. They will have full context of our conversation."
      outbound_route_type: "Queue"
      outbound_route_name: "Customer_Support_Queue"
      adaptive_response_allowed: True

   # Web chat channel
   connection web:
      escalation_message: "Connecting you with a live agent now. They'll be with you shortly."
      outbound_route_type: "OmniChannelFlow"
      outbound_route_name: "<flow://Web_Chat_Escalation_Flow>"
      adaptive_response_allowed: False

variables:
   # Customer context
   customer_name: mutable string = ""
      description: "Customer's name for personalization"
   customer_issue: mutable string = ""
      description: "Summary of customer's issue"
   issue_category: mutable string = ""
      description: "Category of issue for routing"

   # Escalation state
   escalation_reason: mutable string = ""
      description: "Reason for escalation"
   attempts_before_escalation: mutable number = 0
      description: "Number of resolution attempts"
   ready_to_escalate: mutable boolean = False
      description: "Whether pre-escalation data is gathered"

start_agent entry:
   description: "Entry point - greet and assess needs"
   reasoning:
      instructions: |
         Greet the customer and understand their needs.
         Try to help directly, escalate if needed.
      actions:
         go_support: @utils.transition to @subagent.support
            description: "Help with support issue"

# ============================================================
# SUPPORT SUBAGENT (With Escalation Triggers)
# ============================================================

subagent support:
   description: "Attempt to resolve issue, escalate if unable"
   reasoning:
      instructions: ->
         # POST-ACTION: Check if escalation was triggered
         if @variables.ready_to_escalate == True:
            transition to @subagent.pre_escalation

         # Track attempts
         | I'm here to help you with your issue.

         if @variables.attempts_before_escalation >= 2:
            | It seems like I'm having trouble resolving this.
            | Would you like me to connect you with a specialist?

      actions:
         # Attempt resolution
         try_resolve: @actions.Attempt_Resolution
            description: "Try to resolve the issue"
            with issue = ...  # LLM extracts from conversation
            set @variables.customer_issue = @outputs.issue_summary
            set @variables.issue_category = @outputs.category
            set @variables.attempts_before_escalation = @variables.attempts_before_escalation + 1

         # User-initiated escalation
         request_human: @utils.setVariables
            description: "I'd like to speak with a human"
            with escalation_reason = "Customer requested human agent"
            with ready_to_escalate = True

         # Agent-initiated escalation (after failed attempts)
         escalate_complex: @utils.setVariables
            description: "Connect me with a specialist"
            available when @variables.attempts_before_escalation >= 2
            with escalation_reason = "Unable to resolve after multiple attempts"
            with ready_to_escalate = True

# ============================================================
# PRE-ESCALATION SUBAGENT (Gather Context)
# ============================================================

subagent pre_escalation:
   description: "Gather information before escalating"
   reasoning:
      instructions: ->
         # Ensure we have customer name for personalization
         if @variables.customer_name == "":
            | Before I transfer you, may I have your name so the specialist can address you properly?
         else:
            | Thank you, {!@variables.customer_name}. Let me prepare the transfer.

         # Display summary of what we'll share
         if @variables.customer_name != "" and @variables.customer_issue != "":
            | I'll share the following with the specialist:
            | - Your issue: {!@variables.customer_issue}
            | - Category: {!@variables.issue_category}
            | - Reason for transfer: {!@variables.escalation_reason}
            |
            | Ready to connect you now.
            transition to @subagent.escalation

      actions:
         # Capture customer name
         save_name: @utils.setVariables
            description: "Save customer name"
            available when @variables.customer_name == ""
            with customer_name = ...  # LLM extracts name from response

         # Proceed to escalation
         proceed: @utils.transition to @subagent.escalation
            description: "Proceed with transfer"
            available when @variables.customer_name != ""

         # Cancel escalation
         cancel_escalation: @utils.setVariables
            description: "Actually, let me try again with the bot"
            with ready_to_escalate = False
            with escalation_reason = ""
            run @utils.transition to @subagent.support

# ============================================================
# ESCALATION SUBAGENT (Handoff)
# ============================================================

subagent escalation:
   description: "Execute escalation to human agent"
   reasoning:
      instructions: ->
         # Log escalation context (this gets passed to human agent)
         run @actions.Log_Escalation_Context
            with customer_name = @variables.customer_name
            with issue_summary = @variables.customer_issue
            with category = @variables.issue_category
            with reason = @variables.escalation_reason
            with attempt_count = @variables.attempts_before_escalation

         | Transferring you now. Thank you for your patience!

      actions:
         # The actual escalation - uses connection block configuration
         handoff: @utils.escalate
            description: "Transfer to human agent"

# ============================================================
# OPTIONAL: SPECIALIZED ESCALATION QUEUES
# ============================================================

subagent escalate_billing:
   description: "Escalate specifically to billing team"
   reasoning:
      instructions: |
         I'm connecting you with our billing specialists.
         They'll be able to help with your account questions.
      actions:
         # Note: In production, you'd configure this action
         # to route to a specific billing queue
         billing_handoff: @utils.escalate
            description: "Transfer to billing team"

subagent escalate_technical:
   description: "Escalate specifically to technical support"
   reasoning:
      instructions: |
         I'm connecting you with our technical support team.
         They specialize in resolving complex technical issues.
      actions:
         tech_handoff: @utils.escalate
            description: "Transfer to technical support"