Transfer Your Salesforce Voice Agentforce Agent Conversations to a Service Rep in Agentforce Contact Centers

Make sure that your customers always get the help they need by escalating complex issues from an AI agent to a service rep in Salesforce Voice channels. By using the Escalation topic and an outbound Omni-Channel flow, your Agentforce agents can now easily route Salesforce Voice conversations along with their full history to the right destination. Agentforce Contact Centers in the Salesforce Voice (Native Telephony) model now fully support these escalation capabilities.

Where: This change applies to Lightning Experience in Enterprise, Unlimited, and Performance editions.

Salesforce Voice (Native Telephony) is available in Agentforce Service (formerly Service Cloud) with the Agentforce Contact Center add-on.