domains / families / business / service-agentforce-human-escalation-configure

service-agentforce-human-escalation-configure

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Use to configure and verify Agentforce agent-to-human escalation, including human handoff, a staffed fallback queue, and failure-threshold directives. Triggers: configure agent escalation, escalate to a human agent, agent handoff to a queue, configure a human escalation queue, set an Agentforce fallback handoff. Do not use to create an agent or configure inbound channel routing; use service-agentforce-channel-configure for inbound routing.

When to use

• **In scope**: enabling the escalation topic (`canEscalate`); wiring `outboundRouteConfigs` on the `GenAiPlannerBundle` Messaging surface; deploying the bundled QueueBased outbound `RoutingFlow`; create-or-adopt of the human queue (`QueueSo…
• **Out of scope**: creating/activating the agent; inbound channel transport (`sessionHandlerAsa` on the `MessagingChannel`) and the agent's outbound `connection` block (owned by `service-agentforce-channel-configure`); provisioning the mess…

When not to use

• create an agent
• configure inbound channel routing
• inbound channel transport
• agent's outbound connection block
• provisioning the messaging channel
• broader Omni-Channel routing infrastructure
• standalone queue provisioning

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