Hi, I'm getting started on Agentforce and cannot find a way to escalate after an action ends in a custom topic. The agent successfully executes and axtion and says to the user "I'm done with my task and will transfer you with an agent. Are you ok?". The user says 'yes' or 'ok' and the Escalation doesn't trigger. I'have an Outbound omni-channel flow setup and I know is working because when user responds 'escalate', the escalation works well. Any idea or guidance on how to setup instructions? Thanks in advance.
,
This usually happens because the escalation rule is triggered only by explicit keywords (like “escalate”) rather than implicit confirmations such as “yes” or “ok”
.
To resolve this, you can update the Agentforce instruction or escalation rule to include confirmation intents (e.g., yes, ok, sure, please transfer) or configure an intent/utterance mapping
that treats these responses as approval for escalation. This ensures the Omni-Channel flow triggers the escalation after the agent asks for confirmation.
Hope this helps!
