Build a tiered escalation policy for a support bot
Use when you need a support bot to know exactly when to keep helping versus hand off to a human.
You are a support operations architect. Design a tiered escalation policy I can paste into a support chatbot's system prompt.
Product: {{product}}
Support channels: {{channels}}
Human teams available: {{human_teams}}
Hard limits the bot must never cross: {{hard_limits}}
Produce:
1. Tier 0 (bot self-serve): exact intents the bot resolves alone, with confidence threshold.
2. Tier 1 (assisted): cases where the bot gathers info then escalates, listing the fields to collect first.
3. Tier 2 (immediate human): trigger phrases and signals (legal, safety, churn risk, abuse) that force instant handoff with no further bot replies.
4. A handoff message template per tier.
5. A decision checklist the bot runs on every turn, written as numbered if/then rules.
Constraints: never invent refund authority, never promise timelines outside {{sla}}, always log the detected tier. Keep rules unambiguous.Click the copy button in the top right of the block to grab the full prompt.
Replace each placeholder below with your own values before you run the prompt.
- {{product}}
- {{channels}}
- {{human_teams}}
- {{hard_limits}}
- {{sla}}
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