Salesforce — External Routing
ExpertLoop™ integrates with Agentforce Contact Center through External Routing for Omni-Channel. Install from the AppExchange; core features need no custom code.
Salesforce editionDevelopers
Developers hub
ExpertLoop™ is configuration-first — your admins run it without code. When you do want to integrate programmatically, the Seamless Handoff API and two orchestration models give you clean, well-defined seams.
Integration patterns
Three ways in
CCaaS — direct API
Your platform sends the handoff with its context, ExpertLoop™ returns routing decisions, your platform executes the assignment. Non-intrusive: media, desktop, and workflows unchanged.
AI agents — Seamless Handoff API
Trigger a handoff with full conversation context, keep serving the customer during the parallel expert search, and update routing criteria in real time as the conversation evolves.
Integration models
Choose how much control ExpertLoop™ takes
Advisory
ExpertLoop™ decides; your platform executes. Every handoff that needs a human expert is scored, matched, and continuously re-prioritized; each decision flows to your platform in real time. Your stack keeps full ownership of the conversation and every customer-facing action — ExpertLoop™ works invisibly behind it.
Full control
ExpertLoop™ decides and executes. The same decisioning layer acts on its own decisions across the contact lifecycle — completing the handoff, opening structured fallbacks, triggering callbacks or self-service during peaks — with every action governed by business impact and recorded in the audit trail.
The documentation portal
Straightforward and practical — the essential information you need, without unnecessary frills. API reference, integration guides, and technical assistance.