Escalation Script

Create an escalation script for this situation:

**Issue type:** {{issue_type}}
**Why it needs escalation:** {{escalation_reason}} (e.g., "exceeds agent refund authority", "requires engineering investigation")
**Information already collected:**
- {{info_1}}
- {{info_2}}

Generate:
1. **Internal escalation note** — summarize the issue, what's been tried, what the customer expects, and urgency level (1-5)
2. **Customer-facing message** — tell the customer their issue is being escalated, who will handle it, expected response time, and what (if anything) they need to do
3. **Handoff checklist** — bullet list of everything the next agent needs to know

Customer-facing tone: {{brand_tone}}