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Escalation Script

Separating internal notes from customer-facing messages prevents agents from accidentally sharing internal context. The handoff checklist eliminates the 'can you explain your issue again' experience.

chatgpt-prompts-for-customer-serviceissue_typeescalation_reasoninfo_1
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Prompt
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}}

Variables to customize

{{issue_type}}{{escalation_reason}}{{info_1}}{{info_2}}{{brand_tone}}

Why this prompt works

Separating internal notes from customer-facing messages prevents agents from accidentally sharing internal context. The handoff checklist eliminates the 'can you explain your issue again' experience.

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