---
schema_version: "1"
id: 5fb867112148be10987e2d43d100c17e4be66a899111faf6dc3bce9897d4dd8e
title: Configure Call Routing and Call Escalation for the Agent
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/agent_call_routing_escalation.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.agent_call_routing_escalation.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 6a225e7baf717cc44caf7d0fe7450f170c9303340b492d9e76d133d2f567837f
description: Configure an Omni-Channel flow to transfer inbound calls to the voice-enabled agent. Create an escalation Omni-Channel flow to disconnect the agent and, if supported by your telephony or CCaaS system, transfer the call to a rep. Add the activated escalation flow to the agent.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Configure Call Routing and Call Escalation for the Agent

Configure an Omni-Channel flow to transfer inbound calls to the voice-enabled agent. Create an escalation Omni-Channel flow to disconnect the agent and, if supported by your telephony or CCaaS system, transfer the call to a rep. Add the activated escalation flow to the agent.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Foundations or Agentforce 1 Editions, and <a href="https://help.salesforce.com/s/articleView?id=service.voice_editions.htm&amp;language=en_US" target="_blank">Salesforce Voice add-ons</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d81132e75">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81132e75 ">To open, edit, or create a flow in Flow Builder:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81132e75 ">Manage Flow</td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81132e75 ">To grant the Omni-Channel flow access to update the voice call records:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81132e75 ">
              <p>Contact Center Admin permission set</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Contact Center Admin (Partner Telephony) permission set</p>
            </td>

          </tr>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d81132e75 ">To view and edit a connection in Agentforce Builder:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d81132e75 ">
              <p>Manage Agentforce Service Agents AND Manage AI Agents</p>
              <p>OR</p>
              <p style="margin-bottom:0;">Customize Application</p>
            </td>

          </tr>
        </tbody>
      </table>

#### See Also

- [_Video_: Set Up a Voice-Enabled Agent in Agentforce](https://salesforce.vidyard.com/watch/7UjuTize5zUoSPooDJyN2V)

## Configure Inbound Call Transfers to the Voice-Enabled Agent

Create an Omni-Channel flow in Salesforce to transfer incoming calls to the agent. You can transfer calls to different agents.

![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_tip.png)

Tip For calls that fail to be routed to an AI agent, configure a backup plan, where the telephony system flow redirects them to a queue or service rep.

1. [Create a routing configuration](https://help.salesforce.com/s/articleView?id=service.service_presence_create_routing_configuration.htm&type=5&language=en_US). Routing configuration determines how the calls are routed to the Agentforce Service agent. In the Routing Configuration window, enter these values. Use default values for all other settings.
    
    - Routing Priority: 1
    - Routing Model: External Routing
    - Capacity Type: Inherited
    - Percentage of Capacity: 100%
    
    ![Routing configuration and settings.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/voice_routing_config.png)
2. [Create a queue](https://help.salesforce.com/s/articleView?id=service.setting_up_queues.htm&type=5&language=en_US). This queue is used as the fallback queue for the inbound call transfers. Enter these values in the Queues Setup window. Use default values for all other settings.
    
    - Routing Configuration: Select the routing configuration that you created in Step 1.
    - Supported Objects: Voice Call
    - Queue Members: None
    
    ![Queue setup showing Voice Call selected as the supported object](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/voice_queue_config.png)
3. In Flow Builder, click **New Flow** and [create an Omni-Channel flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_a_flow.htm&language=en_US).
    
    ![The New Automation page shows the Omni-Channel Flow type.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/agentforce_voice_create_omni_channel_flow.png)
4. Create an input variable that stores the Voice call record ID. Name the variable recordId, set the data type to Text, select **Available for input**, and then click **Done**.
    
    The telephony system provides the Voice call record ID as input to this Omni-Channel flow. For details, see [Create the recordId](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_recordid.htm&language=en_US).
    
    ![This page shows the recordId variable settings.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/omni_flow_inbound_calls_recordId_variable.png)
5. Drag the Route Work action onto the canvas.
    
    ![Tip](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_tip.png)
    
    Tip To transfer work items to different Agentforce agents, add multiple Route Work actions.
6. Give the action a label and API name and, optionally, a description.
7. Under Set Input Values, in the How Many Work Records to Route field, select **Single**.
8. In the Record ID Variable field, select the recordId variable.
9. In the Service Channel field, select **Phone**.
10. In the Route To field, select **Agentforce Service Agent**.
11. In the Agentforce Service Agent field, select the name of the voice-enabled agent.
    
    If your agent doesn't appear in the list, make sure your agent is activated. See [Activate or Deactivate Your Agent](https://help.salesforce.com/s/articleView?id=ai.copilot_setup_activate_deactivate.htm&release=264.0.0&type=5 "Activate your agent to make it available to your customers or employees. When an agent is deployed to one or more channels, including the Agentforce panel, activating the agent makes it immediately available to your users.").
12. In the Fallback Queue field, choose **Select Queue**, and then select the queue you created earlier that supports the VoiceCall object.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_note.png)
    
    Note If the queue doesn’t support the VoiceCall object, the routing fails. Although the Fallback Queue field is required, it isn’t used to transfer the call.
    
    ![This page shows the Route Work settings to route work to the Agentforce Service Agent.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/omni_flow_inbound_calls_route_work_action.png)
13. Click **Done**.
14. Verify that all actions in the flow are connected.
15. Save and activate the Omni-Channel flow.
    
    Here’s a sample flow that transfers the inbound call to an agent.
    
    ![The Omni-Channel flow contains the Start, Route Work, and End nodes.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/omni_flow_inbound_calls.png)
16. To verify that the inbound flow is added in the Agentforce Builder, from the Agentforce Studio app, open expand the telephony connection for the agent. On the Routing tab, verify that the inbound flow is added.

Later, you configure inbound call transfers in the telephony system.

## Create the Escalation Omni-Channel Flow

If an agent needs help assisting the customer, Agentforce triggers an escalation flow. Create the escalation flow to disconnect the agent and transfer the call to a rep. After Salesforce disconnects from the call, call control returns to the telephony system.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/images/icon_note.png)

Note For the reason why a call disconnects, see the DisconnectReason field in [VoiceCall](https://developer.salesforce.com/docs/atlas.en-us.object_reference.meta/object_reference/sforce_api_objects_voicecall.htm). Because this field updates asynchronously, it might not be updated when the call is returned to the telephony vendor. To make routing decisions based on other Voice Call fields, update the Voice Call record in this escalation flow or via an agent action before the call returns to the vendor.

1. In Flow Builder, click **New Flow** and create an Omni-Channel flow.
2. Create an input variable that stores the Voice call record ID. Name the variable recordId, set the data type to Text, select **Available for input**, and then click **Done**.
    
    The telephony system provides the Voice call record ID as input to this Omni-Channel flow.
    
    ![This page shows the recordId variable settings.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/omni_flow_escalation_recordId_variable.png)
3. Add at least one action to the flow.
    
    You can’t save an empty flow.
4. Click **Done**.
5. Verify that all actions in the flow are connected.
6. Save and activate the Omni-Channel flow.
    
    ![This Omni-Channel flow shows the Start, Assignment, and End nodes.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/omni_flow_escalation.png)

Agents can use an outbound Omni-Channel flow to transfer the conversation to a queue, rep, or another destination you specify. For details, see [Transfer Conversations from an Agent with an Omni-Channel Flow](https://help.salesforce.com/s/articleView?id=ai.service_agent_escalation.htm&language=en_US).

## Add the Escalation Flow to the Agent in the Agentforce Builder

To know which flow to run during an escalation, add the activated escalation flow to the agent.

1. From the Agents list in the Agentforce Studio app, open the agent you want to add the escalation flow to.
2. In the Explorer panel, under Agent Definition Settings, expand Connections.
3. Open the Telephony connection that you created in [Add a Telephony Connection](https://help.salesforce.com/s/articleView?id=ai.agent_add_telephony_connection.htm&release=264.0.0&type=5 "Add a new Telephony connection to your agent in the Agentforce Builder. The telephony connection optimizes the agent for handling voice calls using your telephony solution.").
4. Click Routing. In the Escalation Flow field in the Escalations section, select the escalation flow that you just created.
    
    If you can’t select a flow, make sure that the agent is deactivated. Click New Version if you are using a committed version. If your flow doesn’t appear in the list, refresh the page, activate the flow, and then try again.
    
    ![Routing page in the Explorer panel with the escalation flow and the message field populated.](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/agent_telephony_escalation_new_builder.png)
5. In the Escalation Message field, if needed, modify the message that the agent says to the customer when the call is transferred to a rep.
6. Save the connection and activate the agent.