Escalation is the act of passing a support conversation to a person or team with more authority, expertise or access than whoever is currently handling it.
Common reasons to escalate are a refund above what the first person can approve, a legal threat, a suspected fraud, a bug that needs a developer, or a customer who has already complained twice. A good escalation carries the context with it, so the customer never has to explain the problem again.
Write down your escalation rules. A short list such as "refunds over £100 go to the owner" stops conversations sitting unanswered while someone decides who should deal with them.
In Hobson, messages flagged by the prompt-injection check always go to a person. Software companies can create a Linear issue straight from a conversation, and the customer gets the "it's fixed" reply when the issue closes, see Hobson for SaaS. For angry customers, the complaint escalation template is a good starting point.