@salesforce/afv-skills 1.1.0 → 1.2.0

package/skills/agentforce-development/assets/components/apex-action.agent

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+# Apex-Based Action Template
+# Define an action that calls a Salesforce Apex @InvocableMethod
+# This is a PARTIAL template - define actions inside a topic block
+#
+# Usage: Replace {{placeholders}} with your values
+# Place this inside a topic's actions: block
+#
+# ⚠️ The target format is apex://ClassName (NOT ClassName.MethodName)
+#    The runtime auto-discovers the @InvocableMethod on the class.
+# ⚠️ NO GenAiFunction metadata needed for AiAuthoringBundle (Agent Script).
+
+# Action Definition (place inside topic's actions: block)
+{{action_name}}:
+	description: "{{ActionDescription}}"
+	inputs:
+		{{input_1_name}}: {{input_1_type}}
+			description: "{{Input1Description}}"
+		{{input_2_name}}: {{input_2_type}}
+			description: "{{Input2Description}}"
+	outputs:
+		{{output_1_name}}: {{output_1_type}}
+			description: "{{Output1Description}}"
+		success: boolean
+			description: "Whether the operation succeeded"
+		error_message: string
+			description: "Error message if operation failed"
+	target: "apex://{{ApexClassName}}"
+
+# Usage in reasoning block:
+#
+# reasoning:
+#    instructions: ->
+#       | Help the user with their request.
+#    actions:
+#       invoke_{{action_name}}: @actions.{{action_name}}
+#          with {{input_1_name}}=...  # LLM fills from conversation
+#          with {{input_2_name}}=@variables.some_var  # From variable
+#          set @variables.result = @outputs.{{output_1_name}}
+#          set @variables.success = @outputs.success
+
+# Common Apex Target Patterns:
+# - apex://AccountService
+# - apex://CaseService
+# - apex://OrderService
+# - apex://IntegrationService
+# - apex://CalculationService
+
+# Apex Class Requirements:
+# - Must be global or public with sharing
+# - Must have exactly ONE @InvocableMethod annotation
+# - Use @InvocableVariable annotations on input/output wrapper class fields
+# - No GenAiFunction metadata needed for AiAuthoringBundle (Agent Script)

package/skills/agentforce-development/assets/components/error-handling.agent

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+# Error Handling Topic Template
+# A topic with validation and guard clauses for critical operations
+# This is a PARTIAL template - use within a complete agent file
+#
+# Usage: Replace {{placeholders}} with your values
+# Note: Includes validation patterns and error handling
+
+topic {{topic_name}}:
+	label: "{{TopicLabel}}"
+	description: "{{TopicDescription}} - includes validation and error handling"
+
+	actions:
+		{{action_name}}:
+			description: "{{ActionDescription}}"
+			inputs:
+				{{input_name}}: {{input_type}}
+					description: "{{InputDescription}}"
+			outputs:
+				success: boolean
+					description: "Whether the operation succeeded"
+				error_message: string
+					description: "Error message if operation failed"
+				{{output_name}}: {{output_type}}
+					description: "{{OutputDescription}}"
+			target: "{{ActionTarget}}"
+
+	reasoning:
+		instructions: ->
+			# Validation guard clauses
+			if @variables.{{required_field}} is None:
+				set @variables.validation_passed = False
+				| I need {{RequiredFieldDescription}} before I can proceed.
+				| Please provide this information.
+
+			if @variables.{{amount_field}} > {{MaxAmount}}:
+				set @variables.validation_passed = False
+				| The {{AmountFieldDescription}} exceeds the maximum of {{MaxAmount}}.
+				| Would you like to:
+				| - Use the maximum allowed amount
+				| - Split into multiple operations
+				| - Contact support for a higher limit
+
+			if @variables.validation_passed == True:
+				| All validations passed. Proceeding with the operation.
+
+		actions:
+			# Only available when validation passes
+			execute_action: @actions.{{action_name}}
+				with {{input_name}}=@variables.{{input_variable}}
+				set @variables.operation_success = @outputs.success
+				set @variables.result = @outputs.{{output_name}}
+				available when @variables.validation_passed == True
+
+			# Handle errors
+			retry_operation: @utils.transition to @topic.{{topic_name}}
+				available when @variables.operation_success == False
+
+			back_to_menu: @utils.transition to @topic.topic_selector

package/skills/agentforce-development/assets/components/escalation-setup.agent

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+# Escalation Setup Pattern
+# Complete agent template with connection block for human escalation
+#
+# ★ When To Use This Pattern:
+#   - Agent needs to transfer conversations to human agents
+#   - Using Omni-Channel for routing
+#   - Enhanced Chat or other messaging channels
+#
+# ★ Key Components:
+#   1. connection messaging: block - defines routing destination
+#   2. @utils.escalate action - triggers the transfer
+#   3. escalation topic - handles the handoff flow
+#
+# ★ Prerequisites:
+#   - Omni-Channel configured in Salesforce
+#   - Queue/Skill created for routing
+#   - Messaging channel active (Enhanced Chat, etc.)
+#
+# This is a COMPLETE template - customize for your use case
+
+system:
+	instructions: "You are a helpful customer service agent. Be professional, friendly, and helpful. If you cannot resolve an issue or the customer requests a human, transfer them to a live agent."
+	messages:
+		welcome: "Hello! I'm here to help you today. What can I assist you with?"
+		error: "I apologize, but I encountered an issue. Let me connect you with a human agent."
+
+config:
+	agent_name: "{{AGENT_NAME}}"
+	default_agent_user: "{{AGENT_USER_EMAIL}}"
+	agent_label: "{{AGENT_LABEL}}"
+	description: "Customer service agent with human escalation capability"
+
+variables:
+	# Required linked variables for messaging context
+	EndUserId: linked string
+		source: @MessagingSession.MessagingEndUserId
+		description: "Messaging End User ID"
+	RoutableId: linked string
+		source: @MessagingSession.Id
+		description: "Messaging Session ID"
+	ContactId: linked string
+		source: @MessagingEndUser.ContactId
+		description: "Contact ID"
+
+	# Escalation tracking variables
+	escalation_requested: mutable boolean = False
+		description: "Whether customer requested human agent"
+	escalation_reason: mutable string
+		description: "Reason for escalation"
+	# ⚠️ Use 'number' not 'integer' - integer type is NOT supported in AiAuthoringBundle
+	attempts_before_escalation: mutable number = 0
+		description: "Number of attempts before escalating"
+
+language:
+	default_locale: "en_US"
+	additional_locales: ""
+	all_additional_locales: False
+
+# ★ CONNECTION BLOCK - Required for @utils.escalate to work
+# This defines where escalated conversations are routed
+# Use singular 'connection' for one channel, plural 'connections' for multiple
+connection messaging:
+	# ⚠️ IMPORTANT: Only "OmniChannelFlow" is supported (not "queue", "skill", or "agent")
+	outbound_route_type: "OmniChannelFlow"
+	# API name of your Omni-Channel Flow
+	outbound_route_name: "{{OMNI_CHANNEL_FLOW_NAME}}"
+	# ⚠️ REQUIRED: escalation_message must be included when connection block is present
+	escalation_message: "Transferring you to a human agent now..."
+	# Optional: Allow agent to adapt responses during escalation
+	adaptive_response_allowed: True
+
+# ★ MULTI-CHANNEL EXAMPLE (use 'connections' plural for multiple channels)
+# connections:
+#    messaging:
+#       outbound_route_type: "OmniChannelFlow"
+#       outbound_route_name: "Chat_Support_Flow"
+#       escalation_message: "Connecting you to chat support..."
+#       adaptive_response_allowed: True
+#    telephony:
+#       outbound_route_type: "OmniChannelFlow"
+#       outbound_route_name: "Phone_Support_Flow"
+#       escalation_message: "Transferring to phone support..."
+#       adaptive_response_allowed: False
+
+# Entry point
+start_agent topic_selector:
+	label: "Topic Selector"
+	description: "Routes users to appropriate topics based on intent"
+
+	reasoning:
+		instructions: ->
+			| Greet the customer and determine their needs.
+			| If they ask for a human or live agent, route to escalation.
+			| Otherwise, try to help them directly.
+		actions:
+			go_help: @utils.transition to @topic.help
+			go_escalation: @utils.transition to @topic.escalation
+				available when @variables.escalation_requested == True
+
+topic help:
+	label: "Help"
+	description: "Provides assistance to customers"
+
+	reasoning:
+		instructions: ->
+			| Help the customer with their question.
+			| If you cannot resolve their issue after 2-3 attempts, offer to connect them with a human.
+			| If they explicitly ask for a human agent at any time, transfer immediately.
+			|
+			| Phrases that indicate escalation request:
+			| - "talk to a human"
+			| - "speak to someone"
+			| - "real person"
+			| - "live agent"
+			| - "customer service representative"
+			|
+			| Track escalation reason if provided:
+			set @variables.escalation_reason = ...
+		actions:
+			offer_escalation: @utils.transition to @topic.escalation
+
+			immediate_escalation: @utils.transition to @topic.escalation
+
+topic escalation:
+	label: "Escalation"
+	description: "Transfers conversation to human agent"
+
+	reasoning:
+		instructions: ->
+			| The customer is being transferred to a human agent.
+			| Acknowledge their request and apologize for any inconvenience.
+			| Let them know a human will be with them shortly.
+			|
+			| Say something like:
+			| "I understand you'd like to speak with a human agent. I'm connecting you now.
+			| A customer service representative will be with you shortly. Thank you for your patience."
+		actions:
+			# ★ ESCALATION ACTION
+			# This transfers the conversation to the queue defined in connection block
+			transfer_to_human: @utils.escalate
+				description: "Transfer to human agent when customer requests or issue cannot be resolved"
+
+# ★ NOTE: Skill-Based and Queue-Based Routing
+# ⚠️ As of Dec 2025, only "OmniChannelFlow" is supported for outbound_route_type
+# "queue", "skill", and "agent" cause validation errors
+# You must create an Omni-Channel Flow that routes to your desired queue/skill
+
+# ★ Alternative: GenAiPlannerBundle Escalation with Reason
+# If using GenAiPlannerBundle (not visible in Studio), you can use:
+#
+# actions:
+#    escalate_with_reason: @utils.escalate with reason="Customer requested human assistance"
+#
+# NOTE: The "with reason" syntax only works in GenAiPlannerBundle!
+# AiAuthoringBundle will fail with SyntaxError if you use it.
+
+# ★ Troubleshooting Escalation:
+#
+# Issue: "escalate" action not recognized
+# Fix: Add the connection messaging: block
+#
+# Issue: Transfer fails silently
+# Fix: Verify Omni-Channel queue exists and has available agents
+#
+# Issue: SyntaxError: Unexpected 'with'
+# Fix: You're using AiAuthoringBundle - remove "with reason" syntax
+#
+# Issue: Agent user lacks permissions
+# Fix: Grant Omni-Channel permissions to the default_agent_user

package/skills/agentforce-development/assets/components/flow-action.agent

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+# Flow-Based Action Template
+# Define an action that calls a Salesforce Flow
+# This is a PARTIAL template - define actions inside a topic block
+#
+# ⚠️ NOTE ON DEPLOYMENT METHODS:
+#    - AiAuthoringBundle: `with`/`set` clauses ARE supported (TDD validated v1.7.0+)
+#    - GenAiPlannerBundle: Full syntax including `with`/`set` also supported
+#
+# Both deployment methods support the Two-Level Action System:
+#   Level 1: Action definition in topic `actions:` block (with target/inputs/outputs)
+#   Level 2: Action invocation in `reasoning.actions:` block (with `with`/`set` clauses)
+#
+# Usage: Replace {{placeholders}} with your values
+# Place this inside a topic's actions: block
+
+# Action Definition (place inside topic's actions: block)
+{{action_name}}:
+	description: "{{ActionDescription}}"
+	inputs:
+		{{input_1_name}}: {{input_1_type}}
+			description: "{{Input1Description}}"
+		{{input_2_name}}: {{input_2_type}}
+			description: "{{Input2Description}}"
+	outputs:
+		{{output_1_name}}: {{output_1_type}}
+			description: "{{Output1Description}}"
+		{{output_2_name}}: {{output_2_type}}
+			description: "{{Output2Description}}"
+	target: "flow://{{FlowApiName}}"
+
+# Usage in reasoning block:
+#
+# ═══════════════════════════════════════════════════════════════════════════════
+# ✅ Recommended Pattern — Level 2 invocation with `with`/`set` (works in both
+#    AiAuthoringBundle and GenAiPlannerBundle, TDD validated v1.7.0+)
+# ═══════════════════════════════════════════════════════════════════════════════
+#
+# reasoning:
+#    instructions: ->
+#       | Help the user with their request.
+#    actions:
+#       invoke_{{action_name}}: @actions.{{action_name}}
+#          with {{input_1_name}}=...  # LLM fills from conversation
+#          with {{input_2_name}}=@variables.some_var  # From variable
+#          set @variables.result1 = @outputs.{{output_1_name}}
+#          set @variables.result2 = @outputs.{{output_2_name}}
+#
+# ═══════════════════════════════════════════════════════════════════════════════
+# Alternative: LLM auto-invoke based on action description (no explicit binding)
+# ═══════════════════════════════════════════════════════════════════════════════
+#
+# reasoning:
+#    instructions: ->
+#       | Help the user with their request.
+#       | Use the available actions when needed.
+#    actions:
+#       back_to_menu: @utils.transition to @topic.topic_selector
+
+# Common Flow Target Patterns:
+# - flow://Get_Account_Details
+# - flow://Create_Case
+# - flow://Update_Opportunity
+# - flow://Send_Email_Notification
+# - flow://Calculate_Discount
+
+# Input/Output Types: string, number, boolean, list[string], object

package/skills/agentforce-development/assets/components/n-ary-conditions.agent

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+# N-ary Boolean Conditions Template
+# Demonstrates using 3+ conditions with and/or operators
+#
+# This is a PARTIAL template - integrate into a complete agent file
+#
+# ★ KEY CONCEPTS:
+#
+#   N-ary AND: All conditions must be true
+#   N-ary OR:  At least one condition must be true
+#   Grouping:  Use () for complex expressions
+#
+# ★ Supported Contexts:
+#   - if statements in before_reasoning/after_reasoning
+#   - available when clauses on actions
+#
+# ★ Common Mistake:
+#   DO NOT nest if statements. Use N-ary and/or instead.
+#   ❌ if a: if b: if c: (nested - INVALID)
+#   ✅ if a and b and c:   (flat - CORRECT)
+
+# ═══════════════════════════════════════════════════════════════
+# PATTERN 1: Three+ AND conditions in lifecycle
+# ═══════════════════════════════════════════════════════════════
+
+# Example: Require multiple authentication checks
+topic secure_action:
+	label: "Secure Action"
+	description: "Performs security-sensitive operations"
+
+	before_reasoning:
+		# All three conditions must be true
+		if @variables.is_authenticated and @variables.has_permission and @variables.session_valid:
+			transition to @topic.authorized_action
+		# Otherwise stay in this topic
+
+	reasoning:
+		instructions: ->
+			| User needs to authenticate before proceeding.
+
+# ═══════════════════════════════════════════════════════════════
+# PATTERN 2: Three+ OR conditions in lifecycle
+# ═══════════════════════════════════════════════════════════════
+
+# Example: Any elevated role gets access
+topic admin_panel:
+	label: "Admin Panel"
+	description: "Administrative features"
+
+	before_reasoning:
+		# Any one of these roles grants access
+		if @variables.is_admin or @variables.is_moderator or @variables.is_superuser:
+			transition to @topic.admin_features
+		# Non-admins redirected
+		transition to @topic.access_denied
+
+# ═══════════════════════════════════════════════════════════════
+# PATTERN 3: N-ary conditions in available when
+# ═══════════════════════════════════════════════════════════════
+
+topic order_management:
+	label: "Order Management"
+	description: "Handles order operations"
+
+	reasoning:
+		instructions: ->
+			| Help the customer with their order.
+		actions:
+			# Action available only when ALL conditions met
+			process_return: @actions.handle_return
+				description: "Process a return request"
+				available when @variables.order_exists == True and @variables.within_return_window == True and @variables.item_eligible == True
+
+			# Action available when ANY premium tier matches
+			use_priority: @actions.priority_service
+				description: "Use priority service queue"
+				available when @variables.tier == "gold" or @variables.tier == "platinum" or @variables.tier == "enterprise"
+
+			# Mixed: specific product AND any valid status
+			expedite: @actions.expedite_order
+				description: "Expedite the current order"
+				available when @variables.product_type == "perishable" and (@variables.status == "pending" or @variables.status == "processing")
+
+# ═══════════════════════════════════════════════════════════════
+# PATTERN 4: Complex grouped conditions
+# ═══════════════════════════════════════════════════════════════
+
+topic smart_routing:
+	label: "Smart Routing"
+	description: "Routes based on complex criteria"
+
+	before_reasoning:
+		# Premium with any product type OR standard with warranty
+		if (@variables.tier == "premium" and @variables.product_type != None) or (@variables.tier == "standard" and @variables.has_warranty == True):
+			transition to @topic.priority_support
+
+# ═══════════════════════════════════════════════════════════════
+# ANTI-PATTERNS - DO NOT USE
+# ═══════════════════════════════════════════════════════════════
+
+# ❌ WRONG - Nested if statements (causes "Missing required element" error)
+# before_reasoning:
+#    if @variables.a == True:
+#       if @variables.b == True:
+#          if @variables.c == True:
+#             transition to @topic.x
+
+# ✅ CORRECT - Flat N-ary condition
+# before_reasoning:
+#    if @variables.a == True and @variables.b == True and @variables.c == True:
+#       transition to @topic.x

package/skills/agentforce-development/assets/components/topic-with-actions.agent

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+# Topic with Actions Template
+# A topic that integrates with external systems via Flow or Apex actions
+# This is a PARTIAL template - use within a complete agent file
+#
+# Two-Level Action System:
+#   Level 1: topic.actions block DEFINES actions (with target:, inputs:, outputs:)
+#   Level 2: reasoning.actions block INVOKES them (with @actions.name, with/set)
+#
+# Usage: Replace {{placeholders}} with your values
+# Note: Actions defined inside topic are local to that topic
+
+topic {{topic_name}}:
+	description: "{{TopicDescription}}"
+
+	# Level 1: DEFINE actions available to this topic
+	actions:
+		{{action_name}}:
+			description: "{{ActionDescription}}"
+			inputs:
+				{{input_name}}: {{input_type}}
+					description: "{{InputDescription}}"
+			outputs:
+				{{output_name}}: {{output_type}}
+					description: "{{OutputDescription}}"
+			target: "{{ActionTarget}}"  # flow://FlowName or apex://ClassName
+
+	reasoning:
+		instructions: ->
+			| {{TopicInstructions}}
+			| Use the available actions to help the user.
+			| Capture and communicate results clearly.
+
+		# Level 2: INVOKE the actions defined above
+		actions:
+			invoke_action: @actions.{{action_name}}
+				with {{input_name}}=...
+				set @variables.{{result_variable}} = @outputs.{{output_name}}
+
+			back_to_menu: @utils.transition to @topic.topic_selector
+				description: "Return to main menu"

package/skills/agentforce-development/assets/deterministic-routing.agent

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+# Deterministic Routing Template (Zero-Hallucination Pattern)
+# ============================================================
+#
+# This template demonstrates the zero-hallucination intent classification
+# pattern using action output flags to control LLM behavior.
+#
+# Pattern: Classify intent deterministically, route without hallucination
+# Use when: Critical routing decisions that must not be influenced by LLM creativity
+#
+# KEY PATTERN:
+# In Agentforce Assets, set action outputs with:
+# - is_displayable: False  (LLM cannot show this to user)
+# - is_used_by_planner: True  (LLM can use for routing)
+#
+# This ensures the LLM routes based on classification but cannot
+# generate hallucinated responses based on the classification data.
+
+system:
+   messages:
+      welcome: "Hello! How can I help you today?"
+      error: "I apologize, something went wrong. Let me try again."
+   instructions: "You are a customer service agent. Route users to the correct department based on their intent."
+
+config:
+   agent_name: "DeterministicRoutingAgent"
+   agent_label: "Smart Router Agent"
+   description: "Agent demonstrating zero-hallucination intent routing pattern"
+   default_agent_user: "agent@yourorg.com"  # REQUIRED: Change to valid Einstein Agent User
+
+variables:
+   # Intent classification (populated by action with is_displayable: False)
+   classified_intent: mutable string = ""
+      description: "Classification result - hidden from user responses"
+   confidence_score: mutable number = 0
+      description: "Classification confidence (0-100)"
+
+   # Routing state
+   needs_classification: mutable boolean = True
+      description: "Whether user intent needs classification"
+   low_confidence_warning: mutable boolean = False
+      description: "Flag for low confidence routing"
+
+start_agent topic_selector:
+   description: "Classify intent and route deterministically"
+   reasoning:
+      instructions: ->
+         # ====================================================
+         # DETERMINISTIC ROUTING (based on classified_intent)
+         # ====================================================
+
+         # Route ONLY when classification is complete
+         if @variables.needs_classification == False:
+
+            # HIGH-CONFIDENCE ROUTING
+            if @variables.confidence_score >= 80:
+               if @variables.classified_intent == "billing":
+                  transition to @topic.billing
+               if @variables.classified_intent == "technical_support":
+                  transition to @topic.technical_support
+               if @variables.classified_intent == "sales":
+                  transition to @topic.sales
+               if @variables.classified_intent == "returns":
+                  transition to @topic.returns
+
+            # LOW-CONFIDENCE: Confirm with user
+            if @variables.confidence_score < 80:
+               set @variables.low_confidence_warning = True
+               | I want to make sure I route you correctly.
+               | It sounds like you need help with **{!@variables.classified_intent}**.
+               | Is that correct?
+
+         # INITIAL STATE: Ask for help topic
+         if @variables.needs_classification == True:
+            | I can help with billing, technical support, sales, or returns.
+            | What do you need help with today?
+
+      actions:
+         # CRITICAL: This action's outputs must be configured in Agentforce Assets:
+         # - classified_intent: is_displayable=False, is_used_by_planner=True
+         # - confidence_score: is_displayable=False, is_used_by_planner=True
+         #
+         # This ensures LLM cannot hallucinate based on classification data
+         classify_intent: @actions.Classify_User_Intent
+            description: "Determine what the user needs help with"
+            with user_message = ...  # LLM extracts from conversation
+            set @variables.classified_intent = @outputs.intent
+            set @variables.confidence_score = @outputs.confidence
+            set @variables.needs_classification = False
+
+         # Manual routing for low-confidence cases
+         go_billing: @utils.transition to @topic.billing
+            description: "Yes, I need billing help"
+            available when @variables.low_confidence_warning == True and @variables.classified_intent == "billing"
+
+         go_support: @utils.transition to @topic.technical_support
+            description: "Yes, I need technical support"
+            available when @variables.low_confidence_warning == True and @variables.classified_intent == "technical_support"
+
+         go_sales: @utils.transition to @topic.sales
+            description: "Yes, I need sales help"
+            available when @variables.low_confidence_warning == True and @variables.classified_intent == "sales"
+
+         go_returns: @utils.transition to @topic.returns
+            description: "Yes, I need returns help"
+            available when @variables.low_confidence_warning == True and @variables.classified_intent == "returns"
+
+         # Reclassify if user said "no"
+         reclassify: @utils.setVariables
+            description: "That's not what I need - let me clarify"
+            available when @variables.low_confidence_warning == True
+            with needs_classification = True
+            with classified_intent = ""
+            with confidence_score = 0
+            with low_confidence_warning = False
+
+# ============================================================
+# ROUTED TOPICS
+# ============================================================
+
+topic billing:
+   description: "Handle billing inquiries"
+   reasoning:
+      instructions: |
+         Help the customer with their billing question.
+         You can view invoices, explain charges, or process payments.
+      actions:
+         back: @utils.transition to @topic.topic_selector
+            description: "Return to main menu"
+         escalate_now: @utils.escalate
+            description: "Transfer to billing specialist"
+
+topic technical_support:
+   description: "Handle technical support issues"
+   reasoning:
+      instructions: |
+         Help the customer with their technical issue.
+         Troubleshoot problems and provide solutions.
+      actions:
+         back: @utils.transition to @topic.topic_selector
+            description: "Return to main menu"
+         escalate_now: @utils.escalate
+            description: "Transfer to technical specialist"
+
+topic sales:
+   description: "Handle sales inquiries"
+   reasoning:
+      instructions: |
+         Help the customer with sales questions.
+         Provide product information and pricing.
+      actions:
+         back: @utils.transition to @topic.topic_selector
+            description: "Return to main menu"
+         escalate_now: @utils.escalate
+            description: "Transfer to sales representative"
+
+topic returns:
+   description: "Handle return requests"
+   reasoning:
+      instructions: |
+         Help the customer with their return request.
+         Check eligibility and process returns.
+      actions:
+         back: @utils.transition to @topic.topic_selector
+            description: "Return to main menu"
+         escalate_now: @utils.escalate
+            description: "Transfer to returns specialist"