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Escalation

Official
anthropics·vlatest·agents·Apache-2.0

This skill automatically escalates conversations to a human agent when AI assistance fails, ensuring timely and effective customer support.

Repository

Install on your platform

Showing Claude Code. One command installs this skill into any of the agents below.

Installs under a different name. Its SKILL.md names it customer-escalation, not the name it is listed under, so the command below uses that name.
  1. 1

    Run this in your project

    terminal
    $ npx skills add anthropics/knowledge-work-plugins --skill customer-escalation -a claude-code

  2. Uses the open-source skills CLI and needs Node.js. Add -g to install it for your user instead of this project.

What we know about this skill

Publisher

anthropics

Matched to the vendor's own GitHub organisation.

Install target

Live repository

Not pinned. Installing fetches whatever the repository holds at the time you run the command.

No human has reviewed this code. The checks below are a static scan of the files at one commit — nobody has run this skill or judged whether it works. A skill runs with whatever access you give your agent, so read the source before you install it.

Automated safety checks

scanned

This skill passed all 6 checks. We read its files at one commit and looked for the things that make a skill dangerous to run — not for whether it works.

  • Declares what it does: passed

    SKILL.md parses and declares a name and a description.

    SKILL.md exists, its frontmatter parses, and it declares a name and a description.

  • No undeclared network calls: passed

    Makes no network calls.

    Every host the skill dials — from its scripts, its config endpoints or the commands it tells the agent to run — is either well-known package and API infrastructure or declared in its own frontmatter. Links in documentation are not counted.

  • No obfuscated payloads: passed

    No encoded or obfuscated payloads.

    No base64, hex or compressed blob is decoded and then executed, and no encoded shell commands.

  • No credential access: passed

    Reads no keys, tokens, keychains or credential files.

    Neither the code nor the SKILL.md instructions read SSH keys, cloud credentials, keychains, token stores, browser cookie databases or dotfiles that hold secrets.

  • No pipe-to-shell installers: passed

    No pipe-to-shell or download-and-run installers.

    No `curl … | sh` pattern, in the code or in the instructions, that runs code fetched at run time.

  • Pinned to a commit: passed

    Scanned anthropics/knowledge-work-plugins at da38ec1ee8.

    The exact upstream commit SHA that was scanned is recorded, so the result refers to specific bytes.

Commit
da38ec1ee8
Manifest
customer-support/skills/customer-escalation/SKILL.md
Scanned
1 file, 245 lines
This is a static scan, not a review. It reads the skill's files; it does not run them, and it cannot tell you whether the skill is any good or whether the code does what its description says. A skill runs with whatever access you give your agent.
What each check looks for →

About this skill

What it does

This skill enables AI agents to recognize when a task exceeds their current capabilities and automatically transfers the request to a human or another specialized system. It ensures complex issues are routed efficiently without stalling workflows.

When to use it

  • Handling customer support tickets that require nuanced judgment beyond automated responses.
  • Processing legal or financial queries where strict compliance overrides standard AI protocols.
  • Managing high-stakes technical incidents needing immediate human intervention.
  • Delegating creative tasks requiring deep domain expertise not present in the agent's training.

Key capabilities

  • Detects task complexity and capability gaps in real-time.
  • Routes requests to predefined human agents or external systems.
  • Preserves conversation context during handoff for seamless continuity.
  • Logs escalation events for audit trails and performance analysis.

Example prompts

  • "This query involves complex legal interpretation; please escalate it to a qualified attorney."
  • "I cannot resolve this server outage; transfer the ticket to the Level 3 engineering team immediately."
  • "The user is requesting a refund exceeding policy limits; escalate to customer success for manual review."

Tips & gotchas

Ensure your workflow defines clear escalation criteria and recipient lists beforehand to avoid routing delays. Test handoff logic with edge cases where AI confidence scores drop to verify smooth transitions.