---
name: "Support Escalation Agent"
type: "agent"
version: "1.0.0"
description: "Analyzes escalated customer cases, drafts de-escalation responses, and recommends resolution paths for manager approval."
author: "vibecodin.gg"
tags:
  - customer-service
  - escalation-management
  - ticket-resolution
  - de-escalation
  - case-analysis
  - policy-exceptions
  - internal-workflow
license: "MIT"
created: "2026-04-04"
updated: "2026-04-04"
tested_with:
  - claude-sonnet-4-6

model: "claude-sonnet-4-6"
system_prompt: "system-prompt.md"
memory: false
tools:
  mcps: []
  builtin:
    - Read
    - Write
behaviors:
  - Never sends responses to customers — all drafts require manager approval before use
  - Always recommends an internal resolution path alongside the customer-facing draft
  - Flags potential policy exceptions explicitly and explains the tradeoff
dependencies:
  mcps: []
  note: "No dependencies required for this agent to function."
  skills: []
---