escalation
Skill326 starsChanged 9 months agoMITView on GitHub
Escalate unresolvable or sensitive requests to a human agent by recording an escalation entry. Use when the user asks to speak to a human, the bot cannot answer confidently, the request involves financial, legal, or security concerns, a safety issue is detected, or the user is frustrated after repeated failures.
8 other projects use a version of this.
Adopted by
Most recently taken up by
- CSPulse/customer-success-skillstheir own version, first seen Nov 8, 2026
- c-mongan/support-triage-agent-templatetheir own version, first seen Nov 1, 2026
- modelcontextprotocol/typescript-sdktheir own version, first seen Oct 20, 2026
- microsoft-foundry/foundry-samplestheir own version, first seen Oct 13, 2026
- edu6565/claude-skillstheir own version, first seen Oct 11, 2026
- RizwanZafaris/product-manager-OStheir own version, first seen Sep 3, 2026
Other versions8 projects use a version of this.
Word for word · 0
None found.
Edited · 0
None found.
Wrote their own version · 8
- modelcontextprotocol/typescript-sdk★ 14ksame name
- microsoft-foundry/foundry-samples★ 476same name
- RizwanZafaris/product-manager-OS★ 4same name
- CSPulse/customer-success-skills★ 2same name
- janellecipriano/pm-skills★ 1same name
- c-mongan/support-triage-agent-template★ 0same name
- daetz-coder/DeepSupport-OS★ 0same name
- edu6565/claude-skills★ 0same name
How matches are found. Word for word: the exact same text. Edited: shares passages with this file (“99% same” means 99% of its five-word phrases also appear here; 10% or more counts). Their own version: similar meaning, or, weakest, the same name. We can’t tell which project had it first. Projects are counted among the 200 most-starred candidates, and mentions are links to the repository we found, up to 50 per site, so both counts are a floor.
In this repository11 other files it gives its agents.
- AGENTS.mdAGENTS.md
- CLAUDE.mdCLAUDE.md
- .cursor/rules/architecture-constraints.mdcCursor rule
- .cursor/rules/engine-internals.mdcCursor rule
- .cursor/rules/testing-conventions.mdcCursor rule
- generalSkill
- im-adapterSkill
- kb-guideSkill
- message-pushSkill
- multi-botSkill
- task-managerSkill
The file
We split this skill into the rules it gives an agent
4 rules. 0 are common, 3 are distinctive, and 1 is very specific to this project.
0
Common
Most of the 5 edited versions we read keep these.
3
Distinctive
This author's own choices. Worth a look.
1
Very specific
Tied to their project's names, files or tools. Probably skip.
- Common
- Distinctive
- Very specific
- Distinctive: line 8
When you encounter a situation you cannot handle, escalate to a human agent by recording the escalation.
- Very specific: line 21
Write an escalation record to .golem/escalations.jsonl (one JSON object per line):
- Distinctive: line 39
When escalating, respond to the user like:
- Distinctive: line 45
After writing the record, confirm the file exists and the entry was appended:
“Common” is measured: kept by at least 6 in 10 of the 5 edited versions of this file we could read. “Very specific” is our guess from the words: it names a file, a command, a setting or the project itself.
Files
Human Escalation Protocol
When you encounter a situation you cannot handle, escalate to a human agent by recording the escalation.
When to Escalate
- You cannot confidently answer the user's question
- The user explicitly asks to speak to a human
- The request involves sensitive operations (financial, legal, security)
- You detect a safety concern
- The user is frustrated after multiple failed attempts
How to Escalate
- Inform the user that their request is being escalated
- Write an escalation record to
.golem/escalations.jsonl(one JSON object per line):
echo '{"ts":"2026-03-15T10:00:00Z","sessionKey":"feishu:chat123:user456","reason":"User requested human support for billing issue","context":"User asked about refund policy, I could not find the answer","status":"open"}' >> .golem/escalations.jsonlEscalation Record Schema
| Field | Type | Description |
ts | string | ISO 8601 timestamp |
sessionKey | string | The current session key |
reason | string | Why this is being escalated |
context | string | Brief summary of what was discussed |
status | string | Always "open" when creating |
Response Template
When escalating, respond to the user like:
I've flagged this for human review. A team member will follow up on your request about [topic]. In the meantime, is there anything else I can help with?
Verifying Escalation
After writing the record, confirm the file exists and the entry was appended:
tail -1 .golem/escalations.jsonlDoes it work?
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