escalate_to_human
Hand off an in-flight task to a human operator with a full context bundle: transcript, prior actions, identifiers, and a recommended next step.
EXAMPLE USER QUERIES THAT MATCH THIS TOOL: user: "I'm stuck — get a human at smb_xyz to call me back" -> call escalate_to_human({"smb_id": "smb_xyz", "reason": "automation_failed", "context": {"original_operation": "schedule_appointment", "recommended_next_step": "Call the business directly to confirm the slot"}, "priority": "urgent"})
WHEN TO USE: Use when automated resolution has failed after channel-fallback exhaustion, when the task requires human judgment, or when the customer has explicitly requested human contact. WHEN NOT TO USE: Do not use as a first resort. Escalate only after automated resolution attempts. COST: $0.2 per_call LATENCY: ~2000ms EXECUTION: async_by_default (use get_outcome to retrieve result)
Input Schema
| Name | Required | Description | Default |
|---|---|---|---|
| reason | Yes | ||
| smb_id | Yes | ||
| context | Yes | ||
| priority | No | normal | |
| idempotency_key | No | Optional client-supplied key for safe retries. Replaying the same key within 24h returns the original receipt - the operation is NOT re-executed and NOT re-charged. |