escalation

# Human Escalation Protocol When you encounter a situation you cannot handle, escalate to a human agent by recording the escalation. ## When to Escalate - You cannot confidently answer the user's question - The user explicitly asks to speak to a human - The request involves sensitive operations (financial, legal, security) - You detect a safety concern - The user is frustrated after multiple failed attempts ## How to Escalate 1. Inform the user that their request is being escalated 2. Write an escalation record to `.golem/escalations.jsonl` (one JSON object per line): ```bash echo '{"ts":"2026-03-15T10:00:00Z","sessionKey":"feishu:chat123:user456","reason":"User requested human support for billing issue","context":"User asked about refund policy, I could not find the answer","status":"open"}' >> .golem/escalations.jsonl ``` ### Escalation Record Schema | Field | Type | Description | |-------|------|-------------| | `ts` | string | ISO 8601 timestamp | | `sessionKey` | string | The current session key | | `reason` | string | Why this is being escalated | | `context` | string | Brief summary of what was discussed | | `status` | string | Always `"open"` when creating | ## Response Template When escalating, respond to the user like: > I've flagged this for human review. A team member will follow up on your request about [topic]. In the meantime, is there anything else I can help with? ## Verifying Escalation After writing the record, confirm the file exists and the e...