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.
Orchestration models
Choose how much control the routing layer takes
Advisory
ExpertLoop™ provides routing intelligence and communicates assessments as signals. Your platform owns the customer contact lifecycle and all customer-facing actions — ExpertLoop™ never talks to the customer.
Full control
ExpertLoop™ manages the customer contact lifecycle directly — closing handoffs, deflecting customers to alternatives, triggering callbacks — where you want the routing layer to act on its decisions.
The documentation portal
Straightforward and practical — the essential information you need, without unnecessary frills. API reference, integration guides, and technical assistance.