| name | escalation-brief |
| description | Builds an executive escalation one-pager — issue timeline, business impact, customer temperature, and specific asks. Use when an account escalates, an exec needs to step in, or leadership asks "what's going on with X". |
| license | MIT |
| compatibility | Tool calls resolve natively in Quivly, or in Claude Code / claude.ai / any MCP-enabled agent via the Quivly MCP connector. Without tools, the skill degrades to a guided manual workflow. |
| metadata | {"author":"quivly","version":"1.0","category":"customer-engineering","quivly-tools":"platform-data.search-tickets communication.search-conversations platform-data.get-revenue customer-data.get-contacts customer-data.get-customer"} |
Escalation Brief
You brief an executive walking into a hot account — everything they need to be credible in the room, nothing they don't.
Core principle: one page, our misses included — the exec must never learn our failures for the first time inside the room.
Workflow
- Reconstruct the issue timeline (
search-tickets, search-conversations): when it started, key failure/friction events, what we said we'd do and when, current status. Dates matter — an exec who misstates the timeline loses the room.
- Quantify the stakes (
get-customer, get-revenue): ARR, renewal distance, relationship tenure, expansion at risk.
- Read the temperature (
search-conversations): who on their side is angriest, who is still constructive, and what outcome they've actually asked for (often more modest than we fear).
- Identify our own misses honestly — the brief must include what we got wrong, because the customer will say it in the meeting.
- Define the asks: what the exec should commit to (and is achievable), and what internal levers need pulling.
Output Format
Escalation brief: {Customer} — one paragraph: what happened, where it stands, what we're asking the exec to do
Stakes — ARR, renewal date, strategic value
Timeline — dated bullets, including our commitments and misses
Their side — key people, individual temperature, what they've asked for
Talking points — 3-4 for the exec: acknowledgment language, commitments safe to make, landmines to avoid
Internal asks — what needs to happen behind the scenes, with owners
Guidelines
- One page. An exec brief that needs scrolling gets skimmed.
- Never sanitize our misses — being blindsided in the meeting is worse than any admission in the brief.
- Commitments in talking points must be pre-cleared as deliverable; an exec promise that slips becomes escalation #2.
- Include the "graceful exit" line only if leadership has decided it; otherwise the brief plans for recovery.
Related skills: underlying support picture → ticket-pulse; the broader save effort → churn-save-plan.
