openclaw-support-escalation

name	openclaw-support-escalation
description	Use when OpenClaw support should be contacted, including escalation to @evaOS_support_bot or [e-mail]. Draft and redact first; ask the user before sending. Prefer GOG for email when available.

OpenClaw Support Escalation

Draft First

Before drafting, search local KB for the exact issue and read runbooks/self-diagnostics.md.

Create a concise support draft with:

• OpenClaw version and update channel
• OS/container/cloud host
• KB manifest version and docs consulted
• local search queries tried
• exact error text
• commands already tried
• redacted config/log snippets
• the next help needed

Helper:

node ~/.gbrain/sources/openclaw-support-kb/scripts/support-escalation.mjs draft \
  --issue "<short issue>" \
  --doc "docs/<source-page>.md" \
  --search-query "OpenClaw <feature> troubleshooting repair" \
  --command-tried "openclaw config validate --json" \
  --diagnostics <redacted-or-raw-diagnostics-file> \
  --out /tmp/openclaw-support-draft.md

The helper redacts common token/password shapes and prints sha256=<draft hash>. Still review the draft manually.

Approval Gate

Before any send:

1. Show the draft to the user.
2. Ask for approval to send, naming transport, recipient, subject, and account.
3. Generate the approval context hash after the user approves those exact fields.
4. Send only after explicit approval.

Preferred Email Path

Use the helper only. It uses GOG internally because OpenClaw onboarding teaches agents to use it, but support escalation must not call raw gog gmail send.

node ~/.gbrain/sources/openclaw-support-kb/scripts/support-escalation.mjs approval-context \
  --channel email \
  --draft <approved-draft.md> \
  --recipient [e-mail] \
  --subject "[OpenClaw Support] <short issue>" \
  --account <explicit-account>

node ~/.gbrain/sources/openclaw-support-kb/scripts/support-escalation.mjs send-email \
  --draft <approved-draft.md> \
  --subject "[OpenClaw Support] <short issue>" \
  --account <explicit-account> \
  --approved-recipient [e-mail] \
  --approved-draft-sha <sha256-from-reviewed-draft> \
  --approved-context-sha <approved-context-sha>

Telegram Fallback

Use the helper only. It uses OpenClaw Telegram messaging internally for @evaOS_support_bot, but support escalation must not call raw openclaw message send.

node ~/.gbrain/sources/openclaw-support-kb/scripts/support-escalation.mjs approval-context \
  --channel Telegram \
  --draft <approved-draft.md> \
  --recipient @evaOS_support_bot

node ~/.gbrain/sources/openclaw-support-kb/scripts/support-escalation.mjs send-telegram \
  --draft <approved-draft.md> \
  --approved-recipient @evaOS_support_bot \
  --approved-draft-sha <sha256-from-reviewed-draft> \
  --approved-context-sha <approved-context-sha>

If neither GOG nor Telegram is configured, show the approved draft and tell the user to contact [e-mail] or @evaOS_support_bot.