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.
Instructions your experts follow when using this skill.
Packaging adaptation by AutoGPT, 2026-09-25. Original authorship and licence are retained. Changes are limited to the recorded name, metadata and file references; see ATTRIBUTION.md in this skill package.
If you see unfamiliar placeholders or need to check which tools are connected, see .
Package a support issue into a structured escalation brief for engineering, product, or leadership. Gathers context, structures reproduction steps, assesses business impact, and identifies the right escalation target.
/customer-escalation <issue description> [customer name or account]
Examples:
/customer-escalation API returning 500 errors intermittently for Acme Corp/customer-escalation Data export is missing rows — 3 customers reported this week/customer-escalation SSO login loop affecting all Enterprise customers/customer-escalation Customer threatening to churn over missing audit log featureParse the input and determine:
Use the "When to Escalate vs. Handle in Support" criteria below to confirm this warrants escalation.
Pull together relevant information from available sources:
Using the impact dimensions below, quantify:
Using the escalation tiers below, identify the right target: L2 Support, Engineering, Product, Security, or Leadership.
If the issue is a bug, follow the reproduction step best practices below to document clear repro steps with environment details and evidence.
## ESCALATION: [One-line summary]
**Severity:** [Critical / High / Medium]
**Target team:** [Engineering / Product / Security / Leadership]
**Reported by:** [Your name/team]
**Date:** [Today's date]
### Impact
- **Customers affected:** [Who and how many]
- **Workflow impact:** [What they can't do]
- **Revenue at risk:** [If applicable]
- **Time in queue:** [How long this has been an issue]
### Issue Description
[Clear, concise description of the problem — 3-5 sentences]
### What's Been Tried
1. [Troubleshooting step and result]
2. [Troubleshooting step and result]
3. [Troubleshooting step and result]
### Reproduction Steps
[If applicable — follow the format below]
1. [Step]
2. [Step]
3. [Step]
Expected: [X]
Actual: [Y]
Environment: [Details]
### Customer Communication
- **Last update to customer:** [Date and what was communicated]
- **Customer expectation:** [What they're expecting and by when]
- **Escalation risk:** [Will they escalate further if not resolved by X?]
### What's Needed
- [Specific ask — "investigate root cause", "prioritize fix",
"make product decision on X", "approve exception for Y"]
- **Deadline:** [When this needs resolution or an update]
### Supporting Context
- [Related tickets or links]
- [Internal discussion threads]
- [Documentation or logs]
After generating the escalation:
From: Frontline support To: Senior support / technical support specialists When: Issue requires deeper investigation, specialized product knowledge, or advanced troubleshooting What to include: Ticket summary, steps already tried, customer context
From: Senior support To: Engineering team (relevant product area) When: Confirmed bug, infrastructure issue, needs code change, requires system-level investigation What to include: Full reproduction steps, environment details, logs or error messages, business impact, customer timeline
From: Senior support To: Product management When: Feature gap causing customer pain, design decision needed, workflow doesn't match customer expectations, competing customer needs require prioritization What to include: Customer use case, business impact, frequency of request, competitive pressure (if known)
From: Any support tier To: Security team When: Potential data exposure, unauthorized access, vulnerability report, compliance concern What to include: What was observed, who/what is potentially affected, immediate containment steps taken, urgency assessment Note: Security escalations bypass normal tier progression — escalate immediately regardless of your level
From: Any tier (usually L2 or manager) To: Support leadership, executive team When: High-revenue customer threatening churn, SLA breach on critical account, cross-functional decision needed, exception to policy required, PR or legal risk What to include: Full business context, revenue at risk, what's been tried, specific decision or action needed, deadline
When escalating, quantify impact where possible:
| Dimension | Questions to Answer |
|---|---|
| Breadth | How many customers/users are affected? Is it growing? |
| Depth | How severely are they impacted? Blocked vs. inconvenienced? |
| Duration | How long has this been going on? How long until it's critical? |
| Revenue | What's the ARR at risk? Are there pending deals affected? |
| Reputation | Could this become public? Is it a reference customer? |
| Contractual | Are SLAs being breached? Are there contractual obligations? |
Good reproduction steps are the single most valuable thing in a bug escalation. Follow these practices:
Don't escalate and forget. Maintain ownership of the customer relationship.
| Severity | Internal Follow-up | Customer Update |
|---|---|---|
| Critical | Every 2 hours | Every 2-4 hours (or per SLA) |
| High | Every 4 hours | Every 4-8 hours |
| Medium | Daily | Every 1-2 business days |
Not every escalation stays escalated. De-escalate when:
When de-escalating:
Files installed alongside these instructions.
When the user wants to create or update their product marketing context document. Also use when the user mentions 'product context,' 'marketing context,' 'set up context,' 'positioning,' 'who is my target audience,' 'describe my product,' 'ICP,' 'ideal customer profile,' or wants to avoid repeating foundational information across marketing tasks. Use this at the start of any new project before using other marketing skills — it creates `.agents/product-marketing.md` that all other skills reference for product, audience, and positioning context.
When the user wants to research, profile, or analyze competitors from their URLs. Also use when the user mentions 'competitor profile,' 'competitor research,' 'competitor analysis,' 'profile this competitor,' 'analyze competitor,' 'competitive intelligence,' 'competitor deep dive,' 'who are my competitors,' 'competitor landscape,' 'competitor dossier,' 'competitive audit,' or 'research these competitors.' Input is a list of competitor URLs. Output is structured competitor profile markdown files. For creating comparison/alternative pages from profiles, see competitors. For sales-specific battle cards, see sales-enablement.
When the user wants to conduct, analyze, or synthesize customer research. Use when the user mentions "customer research," "ICP research," "talk to customers," "analyze transcripts," "customer interviews," "survey analysis," "support ticket analysis," "voice of customer," "VOC," "build personas," "customer personas," "jobs to be done," "JTBD," "what do customers say," "what are customers struggling with," "Reddit mining," "G2 reviews," "review mining," "digital watering holes," "community research," "forum research," "competitor reviews," "customer sentiment," "PMF survey," "product/market fit survey," "customer interview questions," "interview outreach," "Sales Safari," or "find out why customers churn/convert/buy." Use for analyzing existing research assets, mining online sources, AND running primary research (interviews and surveys). For writing copy informed by research, see copywriting. For acting on research to improve pages, see cro.