Escalation don't work #33
Description
Summary
When trying to escalate the conversation, nothing happen
Salesforce Org Type
Sandbox
Steps To Reproduce
Create a Omni Flow that escalate to a human service queue
Add :
connection messaging:
escalation_message: "Please wait..."
outbound_route_type: "OmniChannelFlow"
outbound_route_name: "flow://Route_to_Messaging_Queue"
adaptive_response_allowed: True
My Topic :
topic Escalation:
description: "Esclalation topic"
reasoning:
instructions: ->
if @variables.agent_online > 0:
| call the action {[email protected]_to_human}
else:
transition to @topic.Take_Appointment
actions:
escalate_to_human: @utils.escalate
description: "Escalate the conversation to a human agent"
available when @variables.agent_online > 0
before_reasoning:
run @actions.Check_Agent_Online
with recordId = @variables.RoutableId
set @variables.agent_online = @outputs.numberOfAgents
set @variables.askToSpeakToAnAgent = True
Current Behavior
Nothing happen, the agent say 'I will esclate you' but nothing happen, no log, it don't seem to enter in the omniflow
Expected Behavior
The chat esclate using omniflow
Relevant Log Output
Nothing, sorryCode of Conduct
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