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df3467f20b
Aligns with Agent Script v2 naming standards where `topic` is renamed to `subagent` across all skill documentation and templates. Changes: - Agent Script templates: topic keyword → subagent keyword - References: @topic.* → @subagent.* - Documentation: Updated all skill references and guides - Natural language references preserved in comments/descriptions
170 lines
6.3 KiB
Plaintext
170 lines
6.3 KiB
Plaintext
# Escalation Setup Pattern
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# Complete agent template with connection block for human escalation
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#
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# ★ When To Use This Pattern:
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# - Agent needs to transfer conversations to human agents
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# - Using Omni-Channel for routing
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# - Enhanced Chat or other messaging channels
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#
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# ★ Key Components:
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# 1. connection messaging: block - defines routing destination
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# 2. @utils.escalate action - triggers the transfer
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# 3. escalation topic - handles the handoff flow
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#
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# ★ Prerequisites:
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# - Omni-Channel configured in Salesforce
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# - Queue/Skill created for routing
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# - Messaging channel active (Enhanced Chat, etc.)
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#
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# This is a COMPLETE template - customize for your use case
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system:
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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."
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messages:
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welcome: "Hello! I'm here to help you today. What can I assist you with?"
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error: "I apologize, but I encountered an issue. Let me connect you with a human agent."
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config:
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agent_name: "{{AGENT_NAME}}"
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default_agent_user: "{{AGENT_USER_EMAIL}}"
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agent_label: "{{AGENT_LABEL}}"
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description: "Customer service agent with human escalation capability"
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variables:
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# Required linked variables for messaging context
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EndUserId: linked string
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source: @MessagingSession.MessagingEndUserId
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description: "Messaging End User ID"
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RoutableId: linked string
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source: @MessagingSession.Id
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description: "Messaging Session ID"
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ContactId: linked string
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source: @MessagingEndUser.ContactId
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description: "Contact ID"
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# Escalation tracking variables
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escalation_requested: mutable boolean = False
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description: "Whether customer requested human agent"
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escalation_reason: mutable string
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description: "Reason for escalation"
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# ⚠️ Use 'number' not 'integer' - integer type is NOT supported in AiAuthoringBundle
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attempts_before_escalation: mutable number = 0
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description: "Number of attempts before escalating"
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language:
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default_locale: "en_US"
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additional_locales: ""
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all_additional_locales: False
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# ★ CONNECTION BLOCK - Required for @utils.escalate to work
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# This defines where escalated conversations are routed
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# Use singular 'connection' for one channel, plural 'connections' for multiple
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connection messaging:
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# ⚠️ IMPORTANT: Only "OmniChannelFlow" is supported (not "queue", "skill", or "agent")
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outbound_route_type: "OmniChannelFlow"
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# API name of your Omni-Channel Flow
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outbound_route_name: "{{OMNI_CHANNEL_FLOW_NAME}}"
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# ⚠️ REQUIRED: escalation_message must be included when connection block is present
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escalation_message: "Transferring you to a human agent now..."
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# Optional: Allow agent to adapt responses during escalation
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adaptive_response_allowed: True
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# ★ MULTI-CHANNEL EXAMPLE (use 'connections' plural for multiple channels)
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# connections:
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# messaging:
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# outbound_route_type: "OmniChannelFlow"
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# outbound_route_name: "Chat_Support_Flow"
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# escalation_message: "Connecting you to chat support..."
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# adaptive_response_allowed: True
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# telephony:
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# outbound_route_type: "OmniChannelFlow"
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# outbound_route_name: "Phone_Support_Flow"
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# escalation_message: "Transferring to phone support..."
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# adaptive_response_allowed: False
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# Entry point
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start_agent topic_selector:
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label: "Topic Selector"
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description: "Routes users to appropriate topics based on intent"
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reasoning:
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instructions: ->
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| Greet the customer and determine their needs.
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| If they ask for a human or live agent, route to escalation.
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| Otherwise, try to help them directly.
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actions:
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go_help: @utils.transition to @subagent.help
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go_escalation: @utils.transition to @subagent.escalation
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available when @variables.escalation_requested == True
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subagent help:
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label: "Help"
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description: "Provides assistance to customers"
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reasoning:
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instructions: ->
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| Help the customer with their question.
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| If you cannot resolve their issue after 2-3 attempts, offer to connect them with a human.
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| If they explicitly ask for a human agent at any time, transfer immediately.
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| Phrases that indicate escalation request:
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| - "talk to a human"
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| - "speak to someone"
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| - "real person"
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| - "live agent"
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| - "customer service representative"
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| Track escalation reason if provided:
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set @variables.escalation_reason = ...
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actions:
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offer_escalation: @utils.transition to @subagent.escalation
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immediate_escalation: @utils.transition to @subagent.escalation
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subagent escalation:
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label: "Escalation"
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description: "Transfers conversation to human agent"
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reasoning:
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instructions: ->
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| The customer is being transferred to a human agent.
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| Acknowledge their request and apologize for any inconvenience.
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| Let them know a human will be with them shortly.
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| Say something like:
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| "I understand you'd like to speak with a human agent. I'm connecting you now.
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| A customer service representative will be with you shortly. Thank you for your patience."
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actions:
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# ★ ESCALATION ACTION
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# This transfers the conversation to the queue defined in connection block
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transfer_to_human: @utils.escalate
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description: "Transfer to human agent when customer requests or issue cannot be resolved"
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# ★ NOTE: Skill-Based and Queue-Based Routing
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# ⚠️ As of Dec 2025, only "OmniChannelFlow" is supported for outbound_route_type
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# "queue", "skill", and "agent" cause validation errors
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# You must create an Omni-Channel Flow that routes to your desired queue/skill
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# ★ Alternative: GenAiPlannerBundle Escalation with Reason
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# If using GenAiPlannerBundle (not visible in Studio), you can use:
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#
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# actions:
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# escalate_with_reason: @utils.escalate with reason="Customer requested human assistance"
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#
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# NOTE: The "with reason" syntax only works in GenAiPlannerBundle!
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# AiAuthoringBundle will fail with SyntaxError if you use it.
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# ★ Troubleshooting Escalation:
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#
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# Issue: "escalate" action not recognized
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# Fix: Add the connection messaging: block
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#
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# Issue: Transfer fails silently
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# Fix: Verify Omni-Channel queue exists and has available agents
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#
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# Issue: SyntaxError: Unexpected 'with'
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# Fix: You're using AiAuthoringBundle - remove "with reason" syntax
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#
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# Issue: Agent user lacks permissions
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# Fix: Grant Omni-Channel permissions to the default_agent_user
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