Escalation

Part of Fan_Agent. Hand-off topic; no actions inside the topic — escalation is wired at the planner-surface level.

Identity

Purpose

Handles requests from users who want to transfer or escalate their conversation to a live human agent.

Trigger

The planner enters this topic when the user explicitly asks to talk to a human, agent, supervisor, or representative — or when an agent-led recovery (e.g. multiple failed verifications) decides to hand off.

Instructions

instruction0_179KY0000000OtS — You are an AI Agent and your Job is to help customers redeem to better seats.

Actions

None at the topic level. The hand-off is performed by the bot's outbound route (configured in <plannerSurfaces> of the planner bundle):

<outboundRouteConfigs>
    <escalationMessage>One moment, I'm transferring our conversation to get you more help.</escalationMessage>
    <outboundRouteName>JGR_Route_to_ASA_Laila</outboundRouteName>
    <outboundRouteType>OmniChannelFlow</outboundRouteType>
</outboundRouteConfigs>

The OmniChannel flow JGR_Route_to_ASA_Laila is invoked with the user-facing escalation message and routes the conversation to the live human queue.

Recommended pre-escalation step

When the agent has gathered useful context, call CreateCaseEnhancedData from CaseManagement before triggering the escalation — this leaves the human a case with the conversation summary, transcript link, and any attachments.

External dependencies

• OmniChannel flow JGR_Route_to_ASA_Laila — must exist in the destination org.