Agent Skills › 0xranx/golembot › escalation

escalation

GitHub

处理无法回答、敏感操作或用户投诉等场景，将请求升级给人类客服。通过记录结构化日志并通知用户实现自动化转交，确保关键问题得到人工跟进。

skills/escalation/SKILL.md 0xranx/golembot

Trigger Scenarios

用户明确要求联系人工客服遇到财务、法律或安全敏感问题检测到安全风险或用户多次尝试失败后感到沮丧

Install

npx skills add 0xranx/golembot --skill escalation -g -y

More Options

Use without installing

npx skills use 0xranx/golembot@escalation

指定 Agent (Claude Code)

npx skills add 0xranx/golembot --skill escalation -a claude-code -g -y

安装 repo 全部 skill

npx skills add 0xranx/golembot --all -g -y

预览 repo 内 skill

npx skills add 0xranx/golembot --list

SKILL.md

Frontmatter

{
    "name": "escalation",
    "description": "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."
}

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.jsonl

Escalation 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?