Salesforce Docs Portal

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.

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.

User permissions needed:

To configure feedback capture on an Agentforce agent Manage Agentforce Service Agents AND Manage AI Agents

Before you begin:

  • Your org has Agentforce Help Agent enabled.
  • Your Help Agent is deployed to at least one channel.
Note
Note If you created your Help Agent through Quick Service Agent Configuration in Salesforce Go, editing the agent in Agentforce Studio can end your ability to manage that agent through Quick Service Agent Configuration. Edit in Agentforce Studio only if you're ready to manage the agent there going forward.
  1. From the App Launcher, enter Agent, and then select Agentforce Studio.
  2. On the Agents tab, click the name of your Help Agent.
  3. Choose one of these patterns to make sure feedback is captured before the conversation transfers to a human representative:
    1. Add the SubmitConversationFeedback action to the Escalation subagent.
    2. Add subagent instructions telling the agent to invoke the action before the transfer runs.
  4. Click Save.
  5. Preview the agent to confirm that the feedback prompt appears before the transfer.
  6. In Digital Wallet, open the Flex Credits card and confirm that a positive-feedback test session appears as a resolution.

See Also