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Customer support · Skill

Customer escalation

Package an escalation for engineering, product, or leadership with full context. Use when a bug needs engineering attention beyond normal support, multiple customers report the same issue, a customer is threatening to churn, or an issue has sat unresolved past its SLA.

  • Works better with a connected tool
Open in Phở

What the skill covers

The sections of its instructions, in order.

  1. 01 Usage
  2. 02 Workflow
  3. 1. Understand the Issue
  4. 2. Gather Context
  5. 3. Assess Business Impact
  6. 4. Determine Escalation Target
  7. 5. Structure Reproduction Steps (for bugs)
  8. 6. Generate Escalation Brief
  9. 7. Offer Next Steps
  10. 03 When to Escalate vs. Handle in Support
  11. Handle in Support When:
  12. Escalate When:
  13. 04 Escalation Tiers
  14. L1 → L2 (Support Escalation)
  15. L2 → Engineering
  16. L2 → Product
  17. Any → Security
  18. Any → Leadership
  19. 05 Business Impact Assessment
  20. Impact Dimensions

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  • Kb article

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Frequently asked questions

What does Customer escalation do?

Package an escalation for engineering, product, or leadership with full context. Use when a bug needs engineering attention beyond normal support, multiple customers report the same issue, a customer is threatening to churn, or an issue has sat unresolved past its SLA.

Is Customer escalation free to use?

Yes. Customer escalation is published by Anthropic under the Apache 2.0 licence, and you can use it with a free Phở account.

How do I use Customer escalation in Phở?

Press Open in Phở, then Try to apply it to your next message, or add the Customer support set so Phở loads it whenever a request matches.

Does Customer escalation need other tools?

Some steps expect a connected tool, such as a CRM or a document store. Without one, Phở does those steps with what you paste or upload.

Copied unchanged from anthropics/knowledge-work-plugins at commit d900840 and credited to Anthropic, who is not affiliated with Phở. The full instructions and licence text ship with the skill inside Phở.