Smart Routing in Agentforce: Escalate Conversations Only When Agents Are Available

Step 1: Create a Custom Action to Check Agent Availability

1. Navigate to Agentforce Asset > Create new action via flow

2. Create a Custom Action named CheckAgentAvailability(an OOTB action already exists and you can use that one))

3. This action should:

   • Call the Agent Availability Action

   • Return the number of available agents

The response should ideally include a count (e.g., availableAgentCount) that can be used in your escalation logic.

Step 2: Configure the Escalation Topic

1.  Open the Escalation Topic in Agentforce.
2.  Add a instuction to call the Agent action before routing to the outbound omni flow.

    3. Add an Action block to call the CheckAgentAvailability custom action(flow).

    4.  Store the returned value in a variable, e.g., agentCount.

Step 3: Use Conditional Logic for Routing

1. Add a Condition in instruction in the Escaltion Topic.

   Logic:

   • If agentCount > 0
     → Proceed to the Transfer to Agent step or Route to Queue.

   • Else
     → Show a message like:
     "It looks like no agents are available right now. Would you like us to create a case so someone can follow up with you later?"

    

Result
With this setup:

• If agents are online, the chat is escalated normally.

• If no agents are available, customers are notified and optionally offered a fallback, like case creation. You can use the context/custom variable to create case for the customer.

This ensures that customers aren’t left waiting in limbo and helps manage expectations transparently.