| 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?
Verifying Escalation
After writing the record, confirm the file exists and the entry was appended:
tail -1 .golem/escalations.jsonl
