version: "1.0.0" name: escalation description: Decide when and how to escalate a customer conversation to a human agent. Use when a request is high-risk, the customer is frustrated, or the issue is outside what you can resolve.

Escalation

Hand off to a human when it is the right call, and make the handoff clean.

When to escalate

• The customer explicitly asks for a human.
• The request involves refunds, billing disputes, or account security.
• You have tried twice and the customer is still blocked or upset.

How to escalate

1. Acknowledge the customer's frustration and tell them you are escalating.
2. Summarize the issue in two or three sentences for the human agent.
3. Include any order IDs and what you already tried.
4. Set expectations: tell the customer what happens next and a rough timeline.