---
schema_version: "1"
id: 2a6f52820d79f13b015991caf185a35f7a21996608514206864d040c0e69a081
title: Customize Help Agent Default Settings
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ai/264-0-0/help_agent_default_settings.md
canonical_url: https://help.salesforce.com/s/articleView?id=ai.help_agent_default_settings.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: b5c88803a5f1e8595b1a9a0505f837e61bdc60f9aabc3aa11bf0f332c08c5b63
description: While the Help Agent comes with default configurations designed to support common service workflows out of the box, you can tailor these settings to better align with your specific business requirements. To customize out-of-the-box solutions or create your own, use Agentforce Builder and agent assets, including subagents, actions, filters, and variables.
products:
  - Agentforce
  - Cross Cloud
release: "264"
---
# Customize Help Agent Default Settings

While the Help Agent comes with default configurations designed to support common service workflows out of the box, you can tailor these settings to better align with your specific business requirements. To customize out-of-the-box solutions or create your own, use Agentforce Builder and agent assets, including subagents, actions, filters, and variables.

## Default Settings for Help Agent

The Help Agent comes with default settings that determine its behavior and how work is escalated.

![Agent Definition page in Agentforce Builder showing the Help Agent configuration with subagents, connections, and data library](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_details.png)

These default settings control how escalation is routed out of the box.

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
        <colgroup>
          <col style="width:30%">
          <col style="width:70%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d102594e56">Setting</th>
            <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d102594e59">Default</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d102594e56 ">Escalation Flow</td>

            <td data-label="Default" class="slds-cell-wrap" style="vertical-align:top;" headers="d102594e59 ">
              <p>When you create a Help Agent, you can select an escalation flow. If you don't
                select one, Salesforce creates a default flow for you. If you create multiple Help
                Agents, Salesforce creates a separate outbound flow for each agent.</p>
              <p>To see the escalation flow assigned to the Help Agent, in Agentforce Builder, see
                the connection settings for the agent.</p>
              <p>The default escalation flows follow these naming conventions:</p>
              <ul>
                <li>For a Messaging channel (web chat or help portal):
                  <code>Quick_Agentforce_Service_Agent_&lt;suffix&gt; Outbound Messaging
                      Flow</code>
                </li>

                <li>For a Voice channel: <code>Agent_&lt;suffix&gt;_&lt;phone_number&gt;
                      Outbound Voice Flow</code></li>

              </ul>
              <div class="slds-box slds-box_x-small slds-theme_shade slds-m-top_medium slds-m-bottom_medium">
                <div class="slds-media slds-media_responsive">
                  <div class="slds-media__figure"><span class="slds-icon_container slds-icon_container_circle slds-icon-note-note"><img style="margin-bottom:0;" src="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" alt="Note"></span></div>
                  <div class="slds-media__body" style="padding-top:.5rem;padding-bottom:.5rem;"><span class="slds-text-title_caps">Note</span> The <code>agent_bundle_definition_version</code> placeholder is an
                    internal identifier for the agent bundle definition, not the agent version number
                    shown in Agentforce Builder. It appears as an alphanumeric code (for example,
                    00G6P2AU).</div>
                </div>
              </div>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d102594e56 ">Default Routing Configuration</td>

            <td data-label="Default" class="slds-cell-wrap" style="vertical-align:top;" headers="d102594e59 ">
              <p>When you create a Help Agent, Salesforce creates a default routing
                configuration.</p>
              <p>The default routing configurations follow these naming conventions:</p>
              <ul>
                <li>For a Messaging channel (web chat or help portal): Help Agent Routing</li>

                <li>For a Voice channel: Help Agent Routing</li>

                <li>For escalations: HA Messaging Routing</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d102594e56 ">Default Queue</td>

            <td data-label="Default" class="slds-cell-wrap" style="vertical-align:top;" headers="d102594e59 ">
              <p>When you create a Help Agent, Salesforce creates default queues and assigns them
                to their respective default routing configurations.</p>
              <p>The default queues follow these naming conventions:</p>
              <ul>
                <li>For escalations: HA Messaging Queue</li>

                <li>For a Messaging channel (web chat and help portal): Help Agent Queue</li>

                <li>For a Voice channel: Service Agent Routing</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d102594e56 ">Subagents</td>

            <td data-label="Default" class="slds-cell-wrap" style="vertical-align:top;" headers="d102594e59 ">
              <p>When you create a Help Agent, Salesforce adds these subagents to the Help
                Agent.</p>
              <ul>
                <li><strong>Agent Router</strong>. Welcomes the user and determines the appropriate subagent
                  based on user input.</li>

                <li><strong>Ambiguous Question</strong>. Redirects conversation to relevant topics when the
                  user request is too ambiguous.</li>

                <li><strong>Case Management</strong>. Handles customer inquiries and actions related to
                  support cases, including providing case information, updating existing cases,
                  and creating new cases.</li>

                <li><strong>Customer Verification</strong>. Verifies the customer's identity before granting
                  access to sensitive data.</li>

                <li><strong>Escalation with Feedback</strong>. Connects the user with a rep and collects
                  feedback about the AI agent experience before escalating.</li>

                <li><strong>Feedback Manager</strong>. Captures the user's feedback indicating if their
                  issue was resolved.</li>

                <li><strong>General FAQ</strong>. Helps to answer customer's questions by searching through
                  the knowledge articles and providing information from those articles.</li>

                <li><strong>Off Topic</strong>. Redirects the conversation to relevant topics when the user
                  request goes off-topic.</li>

              </ul>
            </td>

          </tr>
          <tr class="">
            <td data-label="Setting" class="slds-cell-wrap" style="vertical-align:top;" headers="d102594e56 ">Action When Escalation Fails</td>

            <td data-label="Default" class="slds-cell-wrap" style="vertical-align:top;" headers="d102594e59 ">By default, the Escalation with Feedback subagent invokes the Create Case
              action when escalation fails.</td>

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

## Adapt Escalation Instructions and Actions Based on Your Business Needs

To control what happens before the attempt to escalate the conversation, edit the Escalation with Feedback subagent in the Agentforce Builder. You can update the subagent's instructions and associated actions to match your company's communication policies.

For example, here are some sample cases where you might customize the instructions or actions.

- **Check for rep availability before escalating.** Verify that a service rep is available before initiating an escalation. Note that under resolution-based billing, conversations that do not attempt to escalate are billed.
- **Collect additional data for support cases.** When escalation fails, the default fallback behavior is to offer to create a support case. If your company requires specific information, such as an order number, subscription ID, or product SKU, update the subagent's instructions to prompt the customer for this information before the case is created. This process ensures that the service rep receives all necessary context in the ticket from the start.
- **Apply brand-specific tone and language.** You may want the escalation messages to reflect your company's unique brand and voice. For example, a luxury retail brand might prefer a formal, concierge-style tone ("Our stylists are fully booked. Can we open a priority ticket for you?") rather than the standard system-generated response ("I'm sorry, I wasn't able to connect you with a live agent.").
- **Add mandatory disclaimers.** If your industry (such as financial services or healthcare) requires specific legal or privacy disclosures, you can embed them in the escalation instructions. You can instruct the agent to share a required compliance message before they transfer a conversation to a service rep.
- **Manage customer expectations.** If longer wait times happen during certain times of the day, update the fallback instructions to be more informative. Instead of a generic failure message, configure the agent to say, "Our team is experiencing a higher-than-usual volume. Would you like to stay on the line? Or should I open a support case for you instead?"

![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 change how your agent reasons and responds on a specific channel, modify the connection in Agentforce Builder.

## Customize Escalation Routing

To change how conversations are routed during an escalation, modify a copy of the escalation Omni-Channel flow in Flow Builder. For example, you can customize the flow to route conversations based on customer priority.

Here's a default escalation flow for a Messaging channel.

![Flow Builder showing the default Quick\_Agentforce\_Service\_Agent Outbound Messaging Flow with steps: Omni-Channel Flow Start, Lookup Queue by Name, Check Availability for Routing, Are Reps Available decision, Route to Queue or End](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ai-generative_ai-264-0-0-production-enus/f8ef6498-d7b2-44e3-9b34-ffd5a850aae9/generative_ai/images/help_agent_escalation_flow_definition.png)

For more information, see [Advanced Routing with Omni-Channel Flows](https://help.salesforce.com/s/articleView?id=service.omnichannel_flows.htm&language=en_US&type=5).

#### See Also

- [Manage Connection Instructions and Response Formats](https://help.salesforce.com/s/articleView?id=ai.agent_connection_instructions.htm&type=5&language=en_US)
- [Edit a Help Agent with Quick Service Agent Configuration](https://help.salesforce.com/s/articleView?id=ai.help_agent_edit.htm&type=5&language=en_US)
- [Configure Your Agent](https://help.salesforce.com/s/articleView?id=ai.agent_parent_configure.htm&language=en_US)