A managed package that escalates an Agentforce conversation to a human advisor with one clear question, full context, and a live line back to the customer when that helps more than another reply.
Customer disputes a $340 charge. Refund policy allows up to $50 without approval. Can I approve the full amount?
No transcript dump. The agent asks exactly what it needs, and the two replies never get tangled.
A single question, plus the context an advisor actually needs to answer it.
It sits above everything else in the console, not buried in notes.
A response for the customer, an internal note for the agent, never crossed.
Control returns to Agentforce with a clear answer, mid conversation.
The customer never knows a human joined until you want them to.
Customer disputes a $340 charge. Refund policy allows up to $50 without approval. Can I approve the full amount?
The handoff is the core. These are the pieces that plug into it.
A managed package, not a connected app or an external portal. No middleware to host, no separate database, nothing extra for your security team to review.
One click opens a call with the customer, joined from a browser.
Grab a frame, mark it up, send it back with a note attached.
Customers join by SMS link. No portal account, no password.
A guided install walks an admin through certificates, permission sets, and a real connection test, right inside Setup. Running by the end of the afternoon.
ReachBack is a package, not a service you send data to.
Every advisor read and write runs in user mode against a dedicated permission set, not assumed from a profile.
Video signing keys live in Certificate and Key Management. API credentials live in a Named Credential.
No Modify All Data, no View All Data. Two permission sets, scoped to exactly what each role needs.
The unauthenticated customer surface can reach exactly two narrow endpoints, each with no standing data access.
ReachBack is heading to AppExchange. Reach out for early access or a walkthrough of the escalation flow.
We'll get back to you at the email you provided, usually within a day.
Prefer email? Reach us directly at hello@reachback.io.