# Customer support AI escalation playbook

## Escalate when

- The requested action changes money, access, contract terms, legal position, or customer commitment.
- Sources conflict or the answer depends on stale operational status.
- The customer is angry, high-value, regulated, or reporting a security or privacy concern.

## Escalation packet

Include customer context, ticket history, source evidence, AI draft, uncertainty reason, recommended owner, SLA exposure, and customer communication status.