Hi everyone,
I'm looking for a practical, tested solution (not a theoretical one) for this requirement:
Requirement:
In an Agentforce Service Agent on Enhanced Chat v2 (MIAW), automatically transfer the conversation to a live human agent after N agent replies (e.g. 30), regardless of which subagent is currently handling the conversation.
My setup:
- I am using the classic/old Agentforce Builder (Subagents list with "Subagent Configuration" and "This Subagent's Actions" tabs). NOT the new Agent Script/Canvas builder.
- Subagents: Escalation, General FAQ, and other subagents.
- Escalation is already configured under Connections > Escalations with an Omni-Channel flow, and it works when the customer types something like "human" or "talk to agent".
What I built so far:
1. An autolaunched Flow "Increment Reply Counter" (input: currentCount, output: newCount = currentCount + 1).
2. An agent action "Track Reply Count" based on this Flow.
3. A custom conversation variable `ReplyCount` (Number). The action input uses "Assign a Variable" = ReplyCount and the output uses "Map to Variable" = ReplyCount.
4. Added the action to each subagent, with an instruction to call it once before each reply.
I confirmed in the Conversation Preview that ReplyCount increases correctly on every turn.
What does NOT work :
I added this instruction to the subagents (threshold set to 3 for testing):
"If {!ReplyCount} is greater than or equal to 3 and the customer still wants to continue, immediately escalate the conversation to a live human agent."
The agent just keeps replying normally. No escalation happens. I also tried putting a similar instruction in the Escalation subagent, with the same result.
My observations:
- When I type "human" or "talk to a human", it transfers immediately with the message "You're being transferred to a support representative", but the trace shows no action launched ("Actions: 0"). It looks like a hidden, classifier-driven system escalation.
- In the classic builder, when I search the action library (New > Actions) inside a subagent, I cannot find any standard "Escalate" action to add.
- Topic classification seems to depend only on the customer's message, so an internal variable like ReplyCount can't route to the Escalation subagent.
- In the new builder I see `@utils.escalate` can be added as an action inside any topic, but I cannot find an equivalent in the classic builder.
My questions:
1. In the classic builder, is there any way to trigger the built-in escalation from a variable condition (like ReplyCount >= N) instead of customer intent?
2. Is there a hidden/standard escalation action I can attach to a regular subagent?
3. If not possible, is there a different practical approach that works with the classic builder? For example a Flow or Apex triggered from the Messaging Session / conversation entries that counts messages and routes the session via Omni-Channel, or anything else you have actually implemented.
4. If this is only possible in the new Agent Script builder, can someone confirm that, and is there any official documentation saying so?
If you have actually implemented something like this in production, I would really appreciate hearing how you did it. Screenshots or a short outline of the approach are very welcome.
Thanks in advance.
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