Explanation:

To escalate a conversation from a Service Agent (AI-powered) to a human agent queue, Universal Containers should use:

✅ Outbound Omni-Channel Flow

This type of flow is designed specifically for routing work items, like conversations, from bots or AI agents to human agents through Omni-Channel, which handles skills-based routing and queue assignments in Salesforce.

Why It’s Correct:

Outbound Omni-Channel Flows are used to:
Escalate from an AI assistant to a human.
Create and route work items (like chats, cases, or messaging sessions).
Integrate with Agentforce, Einstein Bots, and Experience Cloud sites.

B. Screen Flow
❌ Incorrect – Screen Flows are for user-interactive processes (e.g., forms, wizards). They don’t handle routing to queues or Omni-Channel routing.

C. Prompt Flow
❌ Incorrect – Prompt Flows are used for building LLM-driven prompt logic, not for routing or queue management. They work with natural language generation, not escalation or hand-off.