We can transfer the Salesforce Agentforce Messaging Sessions to the real human agents to assist further if the Agentforce agent is unable to help on the customer requests. Please check the following steps for reference.

1. Go to Agents in Salesforce Setup.

2. Select the Agentforce Agent.

3. Click Connections Tab.

4. Edit the “Outbound Omni-Channel Flow”.

5. In the Topics, make sure “Escalation” is added.

6. Add the Omni-Channel Flow to transfer the Agentforce Messaging Sessions to the real Service Cloud representatives or agents.

Output: