---
schema_version: "1"
id: 88a9549eafae060e84707b1e71f054c091c690b88f2464c77305fbd812adbafe
title: What Happens When a Task Escalates in Agentforce Operations
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/platform/264-0-0/automate_afsc_task_escalations_runtime.md
canonical_url: https://help.salesforce.com/s/articleView?id=platform.automate_afsc_task_escalations_runtime.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cd826d3daaace96ce2777c051c787057a1dd44c096024664b1a05c8882b6e387
description: Understand what happens when a task escalation triggers in Agentforce Operations.
products:
  - Cross Cloud
release: "264"
---
# What Happens When a Task Escalates in Agentforce Operations

Understand what happens when a task escalation triggers in Agentforce Operations.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
      <colgroup>
        <col>
      </colgroup>
      <thead class="slds-text-title_caps ">
        <tr class="">
          <th scope="colgroup" class="slds-cell-wrap" colspan="1" style="text-align:left;vertical-align:top;" id="d21736e35">License Required</th>
        </tr>
      </thead>
      <tbody>
        <tr class="">
          <td data-label="License Required" class="slds-cell-wrap" style="vertical-align:top;" headers="d21736e35 ">
            <p>This feature is a workspace that’s external to your Salesforce org and requires
              an Agentforce Operations license. </p>
            <p style="margin-bottom:0;">To purchase an Agentforce Operations license, contact your Salesforce account
              executive.</p>
          </td>

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

When a task reaches its configured escalation time, Agentforce Operations automatically completes these steps.

1. Agentforce Operations adds the configured person. If the escalation type is Assign, they become an assignee. If the escalation type is CC, they become a CC person.
2. Agentforce Operations updates the task activity feed. A message shows the added people and when they were added. The message uses the term `reminder` for escalations before the due date and `escalation` for escalations after the due date.
3. Agentforce Operations sends an escalation email. All original assignees, original CCs, and escalation people receive an email explaining that the task is escalated and who was added.
4. Agentforce Operations sends an in-app notification. All original assignees, original CCs, and escalation people receive a notification that says `Super Agent escalated [Task Name]` or `Super Agent sent a reminder for [Task Name]`.

![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-platform-agentforce_operations-264-0-0-production-enus/dce314e6-0a31-4a8b-98f7-3d2a3fd02ee2/images/icon_note.png)

Note Escalations respect your workspace business calendar settings. If you configure your workspace to use business days and hours, Agentforce Operations calculates and triggers escalations according to those settings as they apply to the task's time zone. To configure business calendar settings, see [Configure Your Workspace Settings in Agentforce Operations](https://help.salesforce.com/s/articleView?id=platform.automate_afsc_settings_workspace.htm&release=264.0.0&type=5 "Configure workspace-wide settings in Agentforce Operations from the Admin settings page or from the workspace name.").