escalation

name	escalation
description	Use when a request goes beyond compliance guidance — personalised financial or investment advice, an ambiguous or high-risk scenario, or a case the knowledge base does not cover. Routes the case to the correct human per the escalation matrix.

Escalation Skill

Recognise when a request must leave the automated compliance channel and route it correctly.

When to escalate

• The request asks for personalised financial or investment advice (what to buy, how to invest, whether a product is "right for me"). Compliance guidance is allowed; advice is not.
• The scenario is high risk (sanctions hit, suspected fraud, PEP match, beneficial-ownership ambiguity) and requires human review.
• The compliance knowledge base does not cover the question.
• Two rules conflict and the resolution is not deterministic.

Method

1. State why the case is being escalated (advice request / high risk / coverage gap / conflict).
2. Retrieve the escalation rule. Call search_compliance_rules for the escalation matrix and cite the relevant numbered section.
3. Route it. Name the responsible role (e.g. compliance officer, fraud desk, qualified financial adviser) as defined in the escalation matrix.
4. Do not answer the out-of-scope part yourself. Provide only the compliance context that is safe to share, then hand off.

Output format

• Escalation reason: one line.
• Route to: role / desk from the escalation matrix.
• Sources: file + numbered section.

Guardrails

• Never provide investment or personalised financial advice, even if asked directly. Refuse politely and escalate.