afv-library/skills/developing-agentforce/assets/components/escalation-setup.agent

# Escalation Setup Pattern
# Complete agent template with connection block for human escalation
#
# ★ When To Use This Pattern:
#   - Agent needs to transfer conversations to human agents
#   - Using Omni-Channel for routing
#   - Enhanced Chat or other messaging channels
#
# ★ Key Components:
#   1. connection messaging: block - defines routing destination
#   2. @utils.escalate action - triggers the transfer
#   3. escalation topic - handles the handoff flow
#
# ★ Prerequisites:
#   - Omni-Channel configured in Salesforce
#   - Queue/Skill created for routing
#   - Messaging channel active (Enhanced Chat, etc.)
#
# This is a COMPLETE template - customize for your use case

system:
	instructions: "You are a helpful customer service agent. Be professional, friendly, and helpful. If you cannot resolve an issue or the customer requests a human, transfer them to a live agent."
	messages:
		welcome: "Hello! I'm here to help you today. What can I assist you with?"
		error: "I apologize, but I encountered an issue. Let me connect you with a human agent."

config:
	agent_name: "{{AGENT_NAME}}"
	default_agent_user: "{{AGENT_USER_EMAIL}}"
	agent_label: "{{AGENT_LABEL}}"
	description: "Customer service agent with human escalation capability"

variables:
	# Required linked variables for messaging context
	EndUserId: linked string
		source: @MessagingSession.MessagingEndUserId
		description: "Messaging End User ID"
	RoutableId: linked string
		source: @MessagingSession.Id
		description: "Messaging Session ID"
	ContactId: linked string
		source: @MessagingEndUser.ContactId
		description: "Contact ID"

	# Escalation tracking variables
	escalation_requested: mutable boolean = False
		description: "Whether customer requested human agent"
	escalation_reason: mutable string
		description: "Reason for escalation"
	# ⚠️ Use 'number' not 'integer' - integer type is NOT supported in AiAuthoringBundle
	attempts_before_escalation: mutable number = 0
		description: "Number of attempts before escalating"

language:
	default_locale: "en_US"
	additional_locales: ""
	all_additional_locales: False

# ★ CONNECTION BLOCK - Required for @utils.escalate to work
# This defines where escalated conversations are routed
# Use singular 'connection' for one channel, plural 'connections' for multiple
connection messaging:
	# ⚠️ IMPORTANT: Only "OmniChannelFlow" is supported (not "queue", "skill", or "agent")
	outbound_route_type: "OmniChannelFlow"
	# API name of your Omni-Channel Flow
	outbound_route_name: "{{OMNI_CHANNEL_FLOW_NAME}}"
	# ⚠️ REQUIRED: escalation_message must be included when connection block is present
	escalation_message: "Transferring you to a human agent now..."
	# Optional: Allow agent to adapt responses during escalation
	adaptive_response_allowed: True

# ★ MULTI-CHANNEL EXAMPLE (use 'connections' plural for multiple channels)
# connections:
#    messaging:
#       outbound_route_type: "OmniChannelFlow"
#       outbound_route_name: "Chat_Support_Flow"
#       escalation_message: "Connecting you to chat support..."
#       adaptive_response_allowed: True
#    telephony:
#       outbound_route_type: "OmniChannelFlow"
#       outbound_route_name: "Phone_Support_Flow"
#       escalation_message: "Transferring to phone support..."
#       adaptive_response_allowed: False

# Entry point
start_agent topic_selector:
	label: "Topic Selector"
	description: "Routes users to appropriate topics based on intent"

	reasoning:
		instructions: ->
			| Greet the customer and determine their needs.
			| If they ask for a human or live agent, route to escalation.
			| Otherwise, try to help them directly.
		actions:
			go_help: @utils.transition to @subagent.help
			go_escalation: @utils.transition to @subagent.escalation
				available when @variables.escalation_requested == True

subagent help:
	label: "Help"
	description: "Provides assistance to customers"

	reasoning:
		instructions: ->
			| Help the customer with their question.
			| If you cannot resolve their issue after 2-3 attempts, offer to connect them with a human.
			| If they explicitly ask for a human agent at any time, transfer immediately.
			|
			| Phrases that indicate escalation request:
			| - "talk to a human"
			| - "speak to someone"
			| - "real person"
			| - "live agent"
			| - "customer service representative"
			|
			| Track escalation reason if provided:
			set @variables.escalation_reason = ...
		actions:
			offer_escalation: @utils.transition to @subagent.escalation

			immediate_escalation: @utils.transition to @subagent.escalation

subagent escalation:
	label: "Escalation"
	description: "Transfers conversation to human agent"

	reasoning:
		instructions: ->
			| The customer is being transferred to a human agent.
			| Acknowledge their request and apologize for any inconvenience.
			| Let them know a human will be with them shortly.
			|
			| Say something like:
			| "I understand you'd like to speak with a human agent. I'm connecting you now.
			| A customer service representative will be with you shortly. Thank you for your patience."
		actions:
			# ★ ESCALATION ACTION
			# This transfers the conversation to the queue defined in connection block
			transfer_to_human: @utils.escalate
				description: "Transfer to human agent when customer requests or issue cannot be resolved"

# ★ NOTE: Skill-Based and Queue-Based Routing
# ⚠️ As of Dec 2025, only "OmniChannelFlow" is supported for outbound_route_type
# "queue", "skill", and "agent" cause validation errors
# You must create an Omni-Channel Flow that routes to your desired queue/skill

# ★ Alternative: GenAiPlannerBundle Escalation with Reason
# If using GenAiPlannerBundle (not visible in Studio), you can use:
#
# actions:
#    escalate_with_reason: @utils.escalate with reason="Customer requested human assistance"
#
# NOTE: The "with reason" syntax only works in GenAiPlannerBundle!
# AiAuthoringBundle will fail with SyntaxError if you use it.

# ★ Troubleshooting Escalation:
#
# Issue: "escalate" action not recognized
# Fix: Add the connection messaging: block
#
# Issue: Transfer fails silently
# Fix: Verify Omni-Channel queue exists and has available agents
#
# Issue: SyntaxError: Unexpected 'with'
# Fix: You're using AiAuthoringBundle - remove "with reason" syntax
#
# Issue: Agent user lacks permissions
# Fix: Grant Omni-Channel permissions to the default_agent_user