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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
210 lines
8.4 KiB
Plaintext
210 lines
8.4 KiB
Plaintext
# Escalation Pattern Template
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# ===========================
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#
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# This template demonstrates the complete escalation pattern with:
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# - Multi-channel connection blocks (messaging, voice, web)
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# - Graceful handoff with escalation messages
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# - Pre-escalation data gathering
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# - OmniChannel routing configuration
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#
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# Pattern: Multi-channel escalation with context preservation
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# Use when: Any agent that needs human handoff capabilities
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system:
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messages:
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welcome: "Hello! I'm here to help. If I can't assist you, I can connect you with a specialist."
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error: "I apologize, something went wrong. Let me connect you with someone who can help."
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instructions: "You are a helpful agent. When you cannot resolve an issue, escalate to a human agent with full context."
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config:
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agent_name: "EscalationPatternAgent"
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agent_label: "Escalation Demo Agent"
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description: "Agent demonstrating complete escalation patterns"
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default_agent_user: "agent@yourorg.com" # REQUIRED: Change to valid Einstein Agent User
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# ============================================================
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# CONNECTION BLOCKS (Multi-Channel Escalation)
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# ============================================================
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connections:
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# Messaging channel (SMS, WhatsApp, etc.)
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connection messaging:
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escalation_message: "One moment, I'm transferring our conversation to a specialist who can better assist you."
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outbound_route_type: "OmniChannelFlow"
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outbound_route_name: "<flow://Escalate_Messaging_To_Agent>"
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adaptive_response_allowed: False
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# Voice channel
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connection voice:
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escalation_message: "Please hold while I transfer you to a specialist. They will have full context of our conversation."
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outbound_route_type: "Queue"
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outbound_route_name: "Customer_Support_Queue"
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adaptive_response_allowed: True
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# Web chat channel
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connection web:
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escalation_message: "Connecting you with a live agent now. They'll be with you shortly."
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outbound_route_type: "OmniChannelFlow"
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outbound_route_name: "<flow://Web_Chat_Escalation_Flow>"
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adaptive_response_allowed: False
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variables:
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# Customer context
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customer_name: mutable string = ""
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description: "Customer's name for personalization"
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customer_issue: mutable string = ""
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description: "Summary of customer's issue"
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issue_category: mutable string = ""
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description: "Category of issue for routing"
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# Escalation state
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escalation_reason: mutable string = ""
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description: "Reason for escalation"
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attempts_before_escalation: mutable number = 0
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description: "Number of resolution attempts"
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ready_to_escalate: mutable boolean = False
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description: "Whether pre-escalation data is gathered"
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start_agent entry:
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description: "Entry point - greet and assess needs"
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reasoning:
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instructions: |
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Greet the customer and understand their needs.
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Try to help directly, escalate if needed.
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actions:
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go_support: @utils.transition to @subagent.support
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description: "Help with support issue"
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# ============================================================
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# SUPPORT TOPIC (With Escalation Triggers)
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# ============================================================
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subagent support:
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description: "Attempt to resolve issue, escalate if unable"
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reasoning:
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instructions: ->
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# POST-ACTION: Check if escalation was triggered
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if @variables.ready_to_escalate == True:
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transition to @subagent.pre_escalation
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# Track attempts
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| I'm here to help you with your issue.
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if @variables.attempts_before_escalation >= 2:
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| It seems like I'm having trouble resolving this.
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| Would you like me to connect you with a specialist?
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actions:
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# Attempt resolution
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try_resolve: @actions.Attempt_Resolution
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description: "Try to resolve the issue"
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with issue = ... # LLM extracts from conversation
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set @variables.customer_issue = @outputs.issue_summary
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set @variables.issue_category = @outputs.category
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set @variables.attempts_before_escalation = @variables.attempts_before_escalation + 1
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# User-initiated escalation
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request_human: @utils.setVariables
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description: "I'd like to speak with a human"
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with escalation_reason = "Customer requested human agent"
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with ready_to_escalate = True
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# Agent-initiated escalation (after failed attempts)
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escalate_complex: @utils.setVariables
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description: "Connect me with a specialist"
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available when @variables.attempts_before_escalation >= 2
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with escalation_reason = "Unable to resolve after multiple attempts"
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with ready_to_escalate = True
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# ============================================================
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# PRE-ESCALATION TOPIC (Gather Context)
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# ============================================================
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subagent pre_escalation:
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description: "Gather information before escalating"
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reasoning:
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instructions: ->
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# Ensure we have customer name for personalization
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if @variables.customer_name == "":
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| Before I transfer you, may I have your name so the specialist can address you properly?
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else:
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| Thank you, {!@variables.customer_name}. Let me prepare the transfer.
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# Display summary of what we'll share
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if @variables.customer_name != "" and @variables.customer_issue != "":
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| I'll share the following with the specialist:
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| - Your issue: {!@variables.customer_issue}
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| - Category: {!@variables.issue_category}
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| - Reason for transfer: {!@variables.escalation_reason}
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| Ready to connect you now.
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transition to @subagent.escalation
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actions:
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# Capture customer name
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save_name: @utils.setVariables
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description: "Save customer name"
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available when @variables.customer_name == ""
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with customer_name = ... # LLM extracts name from response
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# Proceed to escalation
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proceed: @utils.transition to @subagent.escalation
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description: "Proceed with transfer"
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available when @variables.customer_name != ""
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# Cancel escalation
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cancel_escalation: @utils.setVariables
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description: "Actually, let me try again with the bot"
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with ready_to_escalate = False
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with escalation_reason = ""
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run @utils.transition to @subagent.support
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# ============================================================
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# ESCALATION TOPIC (Handoff)
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# ============================================================
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subagent escalation:
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description: "Execute escalation to human agent"
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reasoning:
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instructions: ->
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# Log escalation context (this gets passed to human agent)
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run @actions.Log_Escalation_Context
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with customer_name = @variables.customer_name
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with issue_summary = @variables.customer_issue
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with category = @variables.issue_category
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with reason = @variables.escalation_reason
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with attempt_count = @variables.attempts_before_escalation
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| Transferring you now. Thank you for your patience!
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actions:
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# The actual escalation - uses connection block configuration
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handoff: @utils.escalate
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description: "Transfer to human agent"
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# ============================================================
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# OPTIONAL: SPECIALIZED ESCALATION QUEUES
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# ============================================================
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subagent escalate_billing:
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description: "Escalate specifically to billing team"
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reasoning:
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instructions: |
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I'm connecting you with our billing specialists.
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They'll be able to help with your account questions.
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actions:
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# Note: In production, you'd configure this action
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# to route to a specific billing queue
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billing_handoff: @utils.escalate
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description: "Transfer to billing team"
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subagent escalate_technical:
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description: "Escalate specifically to technical support"
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reasoning:
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instructions: |
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I'm connecting you with our technical support team.
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They specialize in resolving complex technical issues.
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actions:
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tech_handoff: @utils.escalate
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description: "Transfer to technical support"
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