Agent Skills › 0xranx/golembot › escalation

escalation

GitHub

处理无法回答、敏感操作或用户情绪化等场景，将请求转接人工客服并记录日志。

skills/escalation/SKILL.md 0xranx/golembot

触发场景

用户明确要求人工服务涉及金融、法律或安全敏感问题检测到安全风险多次尝试失败导致用户沮丧

安装

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

更多选项

不安装直接使用

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?