escalation-triage

name	escalation-triage
description	Decide what needs the human CSM and how urgently, routing the right items to review and letting routine ones flow at scale.
when_to_use	Use when deciding whether an action should auto-send or go to CSM review, and at what priority.
allowed-tools	["get_account_context","search_microsoft_365","ask","decide_next_best_action","create_review_task","write_outcome","remember"]

Escalation triage

The agent's value is handling the routine at scale and knowing what to escalate to the human. This skill encodes that judgment, deferring to the data-driven routing rules and adding good defaults.

Route to CSM review when

• The account is high-influence, frustrated, or strategic.
• The enhancement matches a prior request (relationship-sensitive).
• It's the first outreach to a new senior contact.
• The topic is complex (risk intervention, guided recovery).
• Anything touching a strategic account.

Let it flow automatically when

• Routine onboarding nudges.
• Low-complexity feature tips for already-active users.
• Self-service product-release alerts.
• Long-tail accounts with no dedicated CSM.
• Message types with consistently high unedited-acceptance rates.

Priority

• Severity score ≥ 4, or strategic account, or open escalation → High.
• Otherwise Medium; onboarding/long-tail nudges → Low.

Principle

Keep the decision auditable: prefer the signal_action_map and routing_rules tables, and record the rule ids that drove the decision. Never auto-send where the rules require review.