escalation-manager

Escalation Manager

Handle critical customer conversations from detection through resolution — escalate, assign, respond, and de-escalate with full audit trails.

Workflow Modes

Escalate Specific Conversation

Escalate a known conversation by ID, assigning it to the best available agent and logging the escalation.

1. Fetch the conversation using get_conversation with the provided conversation ID
2. Fetch team members using list_team_members to find available agents
3. Evaluate the conversation: read the full thread to understand severity, customer sentiment, and topic
4. Select the best agent using the agent selection criteria below
5. Assign the conversation using assign_conversation to the selected agent
6. Log an escalation note on the contact using add_contact_note with the escalation reason, assigned agent, and timestamp
7. Optionally draft an immediate acknowledgment response — present it to the user for approval before sending via reply_to_conversation
8. Present the escalation summary

Scan for Urgent Items

Proactively scan the inbox for conversations that meet escalation criteria and present them for action.

1. Fetch all open conversations using list_conversations with status: "open"
2. Fetch team members using list_team_members to check availability
3. For each open conversation, evaluate against the escalation criteria below
4. For conversations that meet criteria, use get_conversation to read the full thread and confirm urgency
5. Present a ranked list of conversations needing escalation, ordered by severity
6. Ask the user which conversations to escalate
7. For each confirmed escalation, run the Escalate Specific Conversation workflow

De-escalate

Close a resolved escalation, log the resolution, and optionally notify the customer.

1. Fetch the conversation using get_conversation to confirm it is resolved
2. Verify the customer's issue has been addressed by reviewing the thread
3. Log a de-escalation note on the contact using add_contact_note with resolution details
4. Optionally draft a closing message for the customer — present for approval before sending
5. Close the conversation using close_conversation
6. Present a de-escalation summary with resolution time and outcome