Transfer Customer Request From AI Agent to Human Agent in Salesforce Agentforce : Shubham

November 17, 2025 November 17, 2025

Transfer Customer Request From AI Agent to Human Agent in Salesforce Agentforce
by: Shubham
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### Summary of Transferring Customer Requests from AI to Human Agents in Salesforce Agentforce In Salesforce, the Service Agent is an AI-powered tool within Agentforce that helps customers raise requests or seek support easily. To manage how these requests are handled, Salesforce uses an **Inbound Omni-Channel Flow** to automatically direct incoming requests to the appropriate AI agent. However, if a customer prefers to speak with a human representative, Salesforce allows for this with an **Outbound Omni-Channel Flow**. To set up this process of transferring requests from the AI agent to a human agent, certain prerequisites must be configured: 1. **Create a Queue**: This serves as a fallback for when the AI agent is unavailable, ensuring that requests are not lost. 2. **Create a Service Channel**: This connects requests from various sources, such as email or chat, into Salesforce, allowing them to be organized and routed to the right agents. 3. **Create an Outbound Omni-Channel Flow**: This flow routes requests from the AI agent to a human agent. Steps include: - Setting up a new flow in Salesforce. - Creating a variable to store session IDs for customer requests. - Retrieving customer contact records and creating a case to track interactions. - Using the "Route Work" element to direct the request to a human agent via the established queue. After configuring the flow, ensure that the Conversation window is available on the record page for agents, allowing them to chat with customers seamlessly. The implementation of this process enhances customer satisfaction by ensuring that complex queries are directed to human agents who can provide the necessary support. ### Conclusion This setup within Salesforce Agentforce makes it easier for support teams to respond to customer needs in a timely manner, blending AI efficiency with human touch. ### Additional Information - To visually represent a successful transfer, a proof of concept shows the AI agent notifying a customer that their request is being forwarded to a human agent. - Salesforce’s ability to integrate AI with traditional support channels helps businesses optimize their customer service strategies. ### Hashtags for SEO #Salesforce #AIIntegration #CustomerSupport #TechTips #OmniChannel #ServiceAgent #SalesforceAgentforce #CustomerSatisfaction #BusinessAutomation #SalesforceTips

In Salesforce, the Service Agent is one type of AI Agent available in Agentforce. After creating and deploying it to a Salesforce experience (community) site, end users or customers can easily interact with the agent to raise requests or get support.

To route the request from the site to the service AI agent, we create an Inbound Omni-Channel Flow in Salesforce Agentforce. This flow automatically routes incoming requests to the right agent.

Now, what if the end user or customer wants to talk with a human agent instead of an AI agent? So, this time, to route the request from the AI agent to the human agent, we can create an outbound omnichannel flow in Salesforce Agentforce.

In this article, we wil learn about how to transfer customer requests from an AI agent to a human agent in Salesforce Agentforce so that your support team can handle complex questions and improve customer satisfaction.

Transfer Customer Request From AI Agent to Human Agent in Salesforce Agentforce

Below are the prerequisites that we need to configure first to transfer customer requests from an AI agent to a human agent in Salesforce Agentforce.

1. Create a Queue in Salesforce

This is the fallback queue. It is used when the AI Agent or channel is unavailable. In such cases, the incoming request is automatically routed to this fallback queue, ensuring that the request is not lost and can still be handled by human agents.

2. Create Service Channel in Salesforce

A Service Channel in Salesforce is a way to connect customer requests from various sources, including email, chat, social media, or web forms, into Salesforce.

It automatically creates and routes these requests (called cases or work items) to the right agent or queue. This enables faster and more organized customer support.

Create Service Channel for Omni Channel Flow in Salesforce Agentforce

3. Create Outbound Omni-Channel Flow in Salesforce Agentforce

Now, let’s create the Outbound Omni-Channel Flow in Salesforce Agentforce to route incoming customer requests from the customer to the human agent.

The above prerequisites and Omni-Channel configuration will be used to set up the Onbound Omni-Channel Flow.

First, navigate the AI agent that you created. For that, in Quick Find, search for Agentforce Agents -> Click on the AI agent for which you want to route the request.

Here, I have opened my service AI agent and then opened it in builder. After that, you will see the Connection option, which includes the Outbound Omni Channel flow.

Salesforce Agentforce Outbound Omni Channel Flow

To create the flow, go to Setup -> in Quick Find search for ‘Flows‘ -> click the New Flow button -> select Start From Scratch -> Next, click the New Flow button, and then choose Omni-Channel Flow from the flow type.

Create Omni Channel Flow in Salesforce AgentForce

First, we need to create a New Resource. This variable will store the record ID of the Messaging Session whenever a customer raises a request.

By passing this record ID to the flow, Salesforce can route the request to the correct human agent for processing.

As you click the Resource Type dropdown field, you will see various resources, such as Variable and Text Template. Here, we need to select the Variable.

Now we need to provide the details for the following fields:

API Name: I have provided the name as recordId, which will accept the Messaging Session record ID.
Description: This description will be reflected in the Agentforce builder as an instruction for the agent when we assign the action to them.
Data Type: Text.
Availability Outside the Flow: We must check the Available for input option. So that this variable can accept the ID.

Inbound Omni-Channel Flow in Salesforce Agentforce

Now we need to retrieve the contact records to assign the contact to the case. For that, we need to add the Get Records element and enter a Label and API Name.

Then we need to select the object from which we want to retrieve record details. Here, I have chosen the Contact object, which stores all contacts and their details.

Outbound Omni Channel Flow in Salesforce

Then we need to create the case record to store the case history between the customer and a human agent. For that, we need to add the Create Records element and enter a Label and API Name.

Outbound Omni Channel Flow in Salesforce Agentforce

Then we need to link the created case record ID to the Messaging Session record.

Salesforce Agentforce Outbound Omni Channel Flows

To route customer requests from the public site to human agents, we have an element in the omnichannel flow called Route Work. Add that element and provide a Label to it.

In the Record ID Variable, select the (recordId) variable we created, which means whenever a record is created in the messaging session object after a customer request. That record ID we have passed here.

Then, in the Service Channel, select “Messaging,” and in the “Route To” field, select the Queue.

After selecting the queue, you will see the created queue’s name and the route to human agents. Here, we selected Messaging Queue.

Add Route to Work Element in Omni Channel Flow in Salesforce

We are ready to save the flow. Click the Save button. For that, we need to enter the Flow Label; the API Name will automatically populate as we click the text box. Then click Activate the flow.

Agentforvce Outbound Omni Channel Flow in Salesforce

Next, navigate to the Service AI agent and click the Connection tab. In the Outbound Omni-Channel Flows, click the Edit button and select the omnichannel flow we created.

In this way, we can create the Onbound Omni-Channel Flow in Salesforce Agentforce.

4. Add Conversation to Record Page in Salesforce

After creating the flow and adding it to the service agent to talk with the customer or end user, we need to add the Conversation window to the record page so that the agent can chat and view customer details in one place without switching screens.

To add the Conversation window, go to the object where you want to add it, open any record, click Setup -> Edit Page, and in the Lightning App Builder search for “Conversation” in the Components panel and drag it onto the page.

Transfer Customer AI Request from Agent to Human Agent in Salesforce Agentforce

Proof of Concept

Now open the site where you have deployed the service agent, and you will see the same Conversation window available for customers or end users to start the chat.

In the image below, you can see that as a customer or end user, we requested the Service Agent to “Transfer Request to Human Agent,” and immediately the service agent disconnected with a “Transferring” status.

Transfer Customer Request From AI Agent to Human Agent in Salesforce Agentforce

Then, in the Salesforce org, if any user is available in the queue that we created, a transfer request will be sent to them. That user must then accept the request to initiate a chat with the customer.

Agentforce Transfer Customer Request From AI Agent to Human Agent in Salesforce

As soon as the human agent from the queue accepts the customer’s request, the customer can see the name of the human agent they are now chatting with.

Transfer Customer AI Request from Agent to Human Agent in Salesforce

In this way, we can transfer customer requests from an AI agent to a human agent in Salesforce Agentforce, allowing your support team to handle complex questions and enhance customer satisfaction.

Conclusion

I hope you have got an idea about how to transfer customer requests from an AI agent to a human agent in Salesforce Agentforce. In this article, we learned how to smoothly hand over a customer conversation from an AI agent to a human agent in Salesforce Agentforce. This setup helps your support team handle queries more efficiently. It also ensures customers get the right help at the right time.

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