Configure your Help Agent to prompt for feedback before an escalation transfer and after a completed task, so successful outcomes count as resolutions.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, Unlimited, and Developer Editions with Foundations or Agentforce 1 Editions. Access to some standard agent actions requires additional add-on licenses. |
The Agentforce Help Agent template includes a Feedback Manager subagent that can capture customer feedback during a conversation. Feedback captured through this subagent is recorded against the conversation for resolution-based metering.
Configure the procedures in this topic when you want to:
- Customize when or how your agent triggers the out-of-the-box feedback prompt before an escalation transfer.
- Add a feedback prompt after your agent completes a task. This prompt isn't configured out-of-the-box.
- Replicate resolution-based feedback capture in a custom Agentforce Service Agent that opts in to resolution-based metering.
When to Capture Feedback
Two placements have the biggest impact on how sessions are counted as resolutions:
- Before an escalation transfer. When a user requests a representative, prompt the user for feedback on the conversation so far. A positive response captured before the transfer counts the session as a resolution, even though the session then escalates. See Configure a Feedback Prompt Before an Escalation Transfer.
- After the agent completes a task or answers a question. When the agent has finished a customer-facing outcome, prompt for feedback to confirm the result. See Configure a Feedback Prompt After Task Completion.
Help Agent captures feedback through four mechanisms. Configure or customize the mechanism that applies to your channel and use case.
- Message-Level Feedback (Enhanced Chat V2 text channels): Customers rate individual AI agent messages with a thumbs-up or thumbs-down control. This control is enabled for Help Agent channels.
- Agent-triggered feedback prompts: The agent asks the customer for feedback at a specific moment in the conversation. The Help Agent template includes an out-of-the-box prompt before an escalation transfer. Add prompts at other moments, for example, after a completed task, by configuring the procedures in this topic.
- Voice conversations: The out-of-the-box template asks a verbal feedback question before an escalation transfer. The customer replies by voice, and the response is recorded against the conversation for resolution-based metering.
- User-triggered feedback: The customer asks to leave feedback during the conversation. The agent captures the response and records it against the conversation for resolution-based metering.
For the full set of rules governing how feedback interacts with escalation, see Feedback and Escalation in How Agentforce Help Agent Is Billed.
- Configure a Feedback Prompt Before an Escalation Transfer
Add a feedback step to your escalation topic so the agent captures a response before it transfers the conversation to a human representative. - Configure a Feedback Prompt After Task Completion
Add a feedback step immediately after your agent completes a task or answers a question, so it captures the outcome before the conversation ends.