Classify support cases into triage categories and assemble required evidence bundles.
npx skills add https://github.com/cellarwood/figurio --skill escalation-rules
Please help me install this Agent Skill. Skill: escalation-rules Source: https://github.com/cellarwood/figurio/tree/main/skills/escalation-rules Command: npx skills add https://github.com/cellarwood/figurio --skill escalation-rules
Frontline support often lacks a consistent way to decide when a case requires escalation, which owner should receive it, and what information they need to act without re-triage; this Skill provides clear criteria and a required evidence bundle to prevent delays and preserve customer trust.
Prepare an escalation: classify the case (fulfillment/quality/approval/refunds/trust), attach order ID, customer contact, timeline, evidence and a one-sentence request for the receiving owner (investigate, approve refund, re-ship, or confirm).
High-intent search queries and answers about installing and using this skill.
Evaluate the case against clear escalation criteria covering safety, shipping failures, damaged items, refund judgment, fraud risk, and approval conflicts to determine whether an immediate, same-day, or standard handoff is required.
An escalation bundle requires the order ID, customer contact, timeline, evidence, a case summary, and a concise one-sentence request so the receiving owner can act immediately without further re-triage.
Classify the case using a triage taxonomy into fulfillment, quality, approval, refunds, or trust categories, then route it to the correct team with the required evidence bundle and handoff instructions.
Escalate fraud risk and trust-sensitive communications immediately to the trust team, as these cases require urgent handoff to prevent security issues and protect overall customer trust.
Classify the case as quality or refunds, assemble the required evidence bundle including photos and order ID, then route it to the financial or production owner with a clear request to approve the refund or re-ship.
Yes, the escalation criteria cover custom approval conflicts by classifying them under the approval triage category and routing them with the required evidence bundle to the appropriate owner for resolution.
wagnerra23Enrich atendimento tickets with financial context and WhatsApp history to rank priority.
cellarwoodDocument Figurio order fulfillment procedures from release to delivery.
tomtoto757Connect helpdesks like Gorgias, Zendesk, and Intercom to store order data for ticket context.
brainbrewlabsClassify support tickets into categories and assign P1–P4 priorities.
