Escalation & complaint handler
When a ticket is flagged, a support lead packages an escalation brief, drafts a severity-matched apology and resolution, and proposes root-cause follow-ups for you to approve.
Saves you ~1.6 h / run
How it works
- Trigger
- When you start the “Escalation handling” workflow.
- Job
- Gather and package the escalation, draft a severity-matched resolution and follow-ups.
- Outcome
- A prioritized case queue with evidence-backed response drafts and escalations.
What it installs
Agents 2
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Support Lead
Handles flagged tickets end to end, ending in a human approval.
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Escalation & complaint handler Quality Reviewer
Checks primary evidence, domain controls, deliverable completeness, and communication quality, stopping the run when the work is wrong, unsupported, incomplete, or uncertain.
Teams 1
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Escalation & complaint handler quality team
The delivery agents produce the work while an independent quality reviewer checks each workflow handoff against explicit evidence, domain, and communication requirements before the run can continue.
Workflows 1
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Escalation handling
Gather and package the escalation, draft a severity-matched resolution and follow-ups, self-critique against the approval gates, revise, and hand off for approval.
Goals 1
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Flagged tickets resolved and learned from
Turn every flagged ticket into an approved resolution with root-cause follow-ups, so the same escalation does not recur. Success looks like: Every flagged ticket has an approved escalation brief, a severity-matched resolution sent only after sign-off, and at least one root-cause follow-up task — with no refund or response issued without human approval.
Skills 3
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customer-escalation
Package a flagged support issue into a structured escalation brief — gather context, quantify business impact, pick the right tier, write reproduction steps, and own follow-up. Adapted from anthropics/knowledge-work-plugins/customer-escalation.
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handle-complaint
Resolve a customer complaint end-to-end — load it, pull history, draft a severity-matched reply, and suggest an operational fix; drafts only, no auto-refunds. Adapted from anthropics/knowledge-work-plugins/handle-complaint.
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ticket-deflector
Read a customer message, pull order/refund and account history, draft a tone-matched reply in the owner's voice, and stage any refund behind an explicit approval gate. Adapted from anthropics/knowledge-work-plugins/ticket-deflector.
Connectors optional
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Intercom
Connects to Intercom so the support lead can pull the flagged conversation and the customer's history for the escalation brief.
Open the Intercom connector
Requirements
- Browser access to your support desk — The agent works in your support desk through its web interface in your browser and pauses for your approval before making any changes. Until you connect it, it works from attached exports and the relevant document.
- Browser access to your CRM — The agent works in your CRM through its web interface in your browser to read account history and lifetime value, and pauses for your approval before making any changes. Until you connect it, it works from attached exports and the relevant document.
Setup guide
How to Automate Escalation Complaint Handling
A practical guide to packaging flagged support tickets, drafting severity-matched replies, and keeping approval gates intact.
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