Enhance your Agentforce workflows with automatic escalation of unresolved cases to Apizee. Deliver smoother support, handle complex situations faster, and improve both agent and customer experiences.
AI AGENT
Agentforce is an agentic AI solution designed to act as a true digital assistant. It adapts to specific roles and business needs to autonomously perform tasks quickly. Always available, Agentforce helps teams save time, focus on high-value requests, and provide responsive support to their customers.
Apizee’s integration into Agentforce streamlines the customer journey by combining AI and human support through video, all within the Salesforce environment.
When the AI agent interacts with a customer and detects a complex issue beyond its scope, it immediately offers to connect the customer with a live agent via a secure video call.
The escalation happens seamlessly: the AI agent asks for the customer’s phone number, automatically creates a Case noting it’s for a video call, and assigns it to an available agent. From the Salesforce interface, the agent can launch the Apizee video session with just one click.
This integration is designed for customer service and sales teams looking to enhance their automated processes with fast, effective human intervention. The result: less friction, smoother interactions, and faster decision-making.
The integration between Apizee and Agentforce transforms how your teams handle complex customer interactions. When the AI agent detects an issue beyond its scope, it instantly offers to connect the customer with a human agent via remote visual support. The transition is seamless—just one click takes the user from an automated chat to a personalized conversation. No confusion, no frustration—just smooth support that ensures customers are never stuck with complex issues.
Fully embedded in the Salesforce environment, Apizee works directly within your agents’ usual tools. Video calls launch right from their interface, complete with full context. After the session, all actions and snapshots are automatically logged in the customer ticket. On the customer side, there's no app to download or login required—just a single click on the SMS link to start the session. Both your teams and your customers benefit from a smooth, effortless experience.
AI handles routine requests efficiently, while complex cases are automatically escalated. Your agents only step in when human expertise adds real value. With access to the full Agentforce conversation history, they can jump straight to solving the problem—no need to ask the customer to repeat themselves. This hybrid model lets you scale support volume without compromising service quality.
Video escalation gives agents instant visual context, with no downloads or setup required. With screen sharing and co-browsing features, agents can guide customers in real time. Whether it's troubleshooting, technical support, or a sales question, the process is faster and easier for both sides.
Escalation management is often a sensitive part of the customer journey. By offering an immediate video call with a real expert, you turn potential frustration into a moment of trust. Customers appreciate the continuity—going from AI to human support without friction. The result? Stronger relationships and measurable improvements in your customer service KPIs.
An AI agent is more than just a chatbot. It’s an autonomous, intelligent application designed to handle specific tasks and support both customers and employees. Powered by machine learning and natural language processing (NLP), AI agents can analyze requests, make decisions, and execute them. Their strength lies in their ability to learn and adapt over time, continuously improving their performance and efficiency.
Agentforce is Salesforce’s agentic AI platform. These autonomous agents can analyze interactions, understand the full context of customer requests, and make real-time decisions. Agentforce can handle complex tasks proactively, while knowing when to escalate to a human for the best resolution. You can enrich it with your own business knowledge, turning it into a smart partner tailored to your needs.
Combining AI agents with human experts is key. Instead of replacing your teams, AI agents act as strategic partners—taking care of repetitive, time-consuming tasks so your employees can focus on high-value interactions.
Integrating Apizee’s remote visual support adds a visual layer to this collaboration. When the AI reaches its limits, it can instantly connect the customer to an expert through a video call.
By bringing in visual assistance at the right moment, you:
Making human expertise instantly available via video call lets you maximize automation without sacrificing the human connection that builds long-term customer loyalty.
The Apizee connector extends the capabilities of Agentforce. When a customer interacts with Agentforce, the system can detect a complex situation which goes beyond its capacity and escalate it to a human agent via an Apizee video call.
Here’s how it works:
Apizee offers a full-featured remote visual support solution designed to simplify customer support in any situation.
Here’s a quick overview of the main features:
These features help support teams solve problems efficiently while delivering a smooth, secure user experience.
Remote visual support is especially useful for solving complex situations remotely, quickly and efficiently. Here are the main use cases:
Escalations in Customer Service
When chat or phone support hits its limits, video call is the next step. It allows frontline agents to seamlessly hand off complex cases to experts, who can then see the issue firsthand. This reduces wait times and avoids the frustration of repeating the same information.
Remote Technical Support
Whether it’s helping a customer or a colleague use a tool, configure a device, or troubleshoot a failure, video call makes the process smoother. The expert can watch the user’s actions in real time, pinpoint the issue, and give clear, tailored instructions.
Troubleshooting and Maintenance
For equipment failures, video call allows a remote diagnosis before dispatching a technician. The expert can guide the user through key checks, identify faulty parts, and even supervise basic repairs. This saves time and resources while speeding up resolution.
Field Team Support
Technicians in the field can get expert help on the go. They can validate procedures, get advice on unusual situations, or receive live support. This real-time collaboration improves the quality and success rate of on-site interventions.
Remote Sales
Video helps bring a human touch to remote buying experiences. Sales teams can give live, personalized demos and build real rapport with prospects. This boosts engagement and makes it easier for clients to commit.
In all these scenarios, remote visual support enhances customer relationships by offering flexibility, speed, and a personalized experience.
Claire Boscq, CX Activator and founder of JCX Alliance, shares her unique approach to wellbeing-led customer experience. Discover her vision in this new Apizee CX Voices interview.
![[CX Industry Voices] Interview with Claire Boscq](/scripts/files/685be577407c05.79748508/claire-boscq.png)
[CX Industry Voices] Interview with Claire Boscq
25 Jun 2025
Call Centre Helper’s Xander Freeman spoke to Charles Kergaravat, CMO at Apizee, about the rise of video chat in customer service.
The rise of Video Chat in customer service
20 Jun 2025
Simon Macklin from Salesforce, explains how AI and human empathy combine to shape the future of CX. Discover insights in the latest Apizee CX Voices interview.
![[CX Industry Voices] Interview with Simon Macklin](/scripts/files/6853c1e544e284.60938932/simon-macklin.png)
[CX Industry Voices] Interview with Simon Macklin
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