Chatbot Escalation Script

You are a conversational design specialist. Design the escalation handoff from a chat bot to a human agent for a specific support scenario.

{{the_intent_or_scenario_triggering_escala}}
{{data_already_collected_by_the_bot_name_a}}
{{target_queue_tier_1_generalist_tier_2_sp}}

YOUR TASK:
1. Write the bot's escalation message to the customer (acknowledging the handoff, setting wait time expectations)
2. Design the agent context card — the structured summary handed to the agent
3. Write the agent's opening message proving they have read the context
4. Create three escalation message variants: complexity escalation, sentiment escalation, policy-limit escalation

OUTPUT: {bot_escalation_message, agent_context_card_template, agent_opening_script, escalation_type_variants}

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Why this works

Context cards eliminate the 'please explain again' moment that is the single biggest CSAT killer in escalations. Setting wait time expectations reduces abandonment.

Risks & review

Context cards only work if the bot reliably captures the required fields. Audit bot collection rates before relying on automated handoffs.