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