---
schema_version: "1"
id: 9f4ed8d1d5aeb3a042162ca27f68995054da0f59e1df6556581500228ddf1abf
title: Service | Check Rep Availability for Routing
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/copilot_actions_ref_check_availability_for_routing.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.copilot_actions_ref_check_availability_for_routing.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5ddeda8fa70773c6c1142257a61bce8fe194ef20974cd4aa1faf687c889e37d9
description: This action determines rep availability when a work item is escalated from an Agentforce Service agent to a rep.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Service | Check Rep Availability for Routing

This action determines rep availability when a work item is escalated from an Agentforce Service agent to a rep.

### 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>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with Foundations, or <strong>Agentforce 1</strong> or <strong>Einstein 1</strong> Editions</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="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d64833e81">User Permissions Needed</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d64833e84">&nbsp;</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d64833e81 d64833e84 ">See <a href="https://help.salesforce.com/s/articleView?id=ai.agent_actions_common_perms.htm&amp;type=5&amp;language=en_US" target="_blank">Common User Access for Standard Agent
                Actions</a>.</td>

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

## Action Details

To use this action, customize it according to your business’s security standards. We recommend configuring your agent to confirm the requester's identity before completing this action on their behalf. See [Maintain Trust with Agentforce Actions](https://help.salesforce.com/s/articleView?id=service.service_agentforce_trusted_private_actions.htm&type=5&language=en_US).

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small "><colgroup><col style="width:50%"> <col style="width:50%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">API Name</td><td class="slds-cell-wrap" style="vertical-align:top;">CheckAvailabilityForRouting</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action Type</td><td class="slds-cell-wrap" style="vertical-align:top;">Flow</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Reference Action</td><td class="slds-cell-wrap" style="vertical-align:top;">Check Rep Availability for Routing</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Does this action execute one or more prompt templates?</td><td class="slds-cell-wrap" style="vertical-align:top;">No</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Required Setup</td><td class="slds-cell-wrap" style="vertical-align:top;">Replace the placeholder service channel with the expected channel in the Check Rep Availability for Routing flow, and then add the Check Rep Availability for Routing action to the subagent, such as the Escalation subagent. To invoke the action based on specific conditions, add instructions to the subagent. To provide channel-specific escalation experiences, create branches in the provided flow based on conversation channels.</td></tr></tbody></table>

## Guidelines and Considerations

To set up the subagent instructions, add these details.

- Describe when to invoke the Check Rep Availability for Routing action.
- If no reps are available, provide the customer with an estimated wait time and give them the option to join the wait list or try again later.

## Check Rep Availability Before AI Agents Escalate Work

To manage customer expectations and improve customer satisfaction, verify that a rep is available to pick up an escalated work item from an Agentforce Service agent. To check rep’s availability for a specific queue, add the Check Rep Availability for Routing agent action to a subagent, such as the Escalation subagent, and then add instructions about how the action should work.

### 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>Performance</strong>, <strong>Unlimited</strong>, and <strong>Developer</strong> Editions with the Agentforce for Service add-on</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="col" class="slds-cell-wrap" style="text-align:center;vertical-align:top;" id="d64833e261">User Permissions Needed</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d64833e264">&nbsp;</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d64833e261 d64833e264 ">See <a href="https://help.salesforce.com/s/articleView?id=ai.agent_actions_common_perms.htm&amp;type=5&amp;language=en_US" target="_blank">Common User Access for Standard Agent
                    Actions</a>.</td>

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

Use these steps to set up the Check Rep Availability for Routing flow.

1. As a prerequisite, select the service channel for the Check Rep Availability for Routing flow.
    1. In Flow Builder, open the flow.
    2. In the flow, select the Check Rep Availability for Routing action.
    3. In the action settings, clear the placeholder service channel, and then select the channel your customers will use to contact your AI agent.
        
        ![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 support this action for multiple channels, add branches to this flow with individual Route Work actions.
    4. Select **Route To Type** and update the fields.
    5. Click **Save As New Version**.
    6. Click **Activate**.
2. From Setup, enter Agentforce in the Quick Find box, then select **Agentforce Agents**.
3. From the Agentforce Agents Setup page, click the name of the agent that you want to customize.
4. In the Agent Details page, click **Open in Builder**.
5. In Agentforce Builder, if your agent is active, deactivate it.
6. In the Subagents tab, verify that the subagent is added to the agent. If not, add it.
7. Click the subagent to open it.
8. Click **New Version**, and then click **Save**.
9. Click **This Subagent’s Actions**, click **New**, and then click **Add from Asset Library**.
10. Add the Check Rep Availability for Routing action.
11. Click **Subagent Configuration**.
12. Click **Add Instructions** and enter the instructions, such as: If the customer requests an escalation, first call the Check Rep Availability for Routing action. If no reps are available, inform the customer know that no reps are currently available and suggest that they reach out during business hours.
13. Click **Save**.
14. Click **Activate**.
15. Test the updated Escalation subagent.