Escalation Summary Writer

A good escalation summary replaces the ticket thread — it doesn't supplement it. If the person receiving it needs to scroll back through the conversation, the summary failed. The Escalation Summary Writer runs the BRIEF framework on whatever you paste in: Background, Request, Investigation done, Emotional context, Fix needed. Five sections, predictable order, scannable in two minutes.

The Request line is enforced as a single sentence. If the original ticket is twenty messages of context and frustration, the skill cuts to what the customer actually wants — one clean ask — and surfaces it at the top. "Customer is unhappy and wants a refund" is rejected as too vague. "Customer wants a full refund of £1,200 because the reporting feature promised in the sales call was delayed by four months and they had to build a manual workaround" is the standard. Specifics make the decision easier; vagueness pushes it back to you.

Investigation is the section most agents under-write. The whole point of escalating is that the next person should not redo work. Every step you already tried, every account detail you already checked, every solution the customer already rejected goes in here as a numbered list — action, then result. This is the part that prevents the customer from being asked the same question for the third time.

Emotional context is treated as operational data, not soft padding. "Customer is angry" doesn't help anyone. What triggered the shift, whether they've mentioned cancellation or legal action, how long they've been a customer and what that tier is worth — that's the data that changes how the next person opens the reply. The skill writes it in one or two sentences and stops.

Every brief ends with a Next Action and a deadline. Not a description of the situation — a specific instruction to the person receiving it, with a timeline. If the urgency is high, the deadline is named in hours, not days. Long threads (20+ messages) get the middle compressed to "X back-and-forth messages over Y days" so the brief stays short enough to actually be read.