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escalation-routing

Decide which messages need attention now, which can wait, and which belong to someone else. Use when the user asks what is urgent, what needs escalating, what they should look at first, or who should handle something.

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MIT
Last commit
Oct 13, 2026

hub/agents/email/python/gaia_agent_email/skills/escalation-routing/SKILL.md

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Escalation Routing

Urgency is consequence and deadline, not tone. Route each message to now, today, this week, or not the user's.

  • Start from triage_inbox; read in full only the candidates for now.
  • Score two axes independently: what breaks if this is missed, and when. Only high on both is now.
  • Check it is not already moving (check_followups, the thread itself). A message someone else answered is not an escalation.
  • If it belongs to another person or team, name them and offer a forward — draft_reply, never send. Mark what you routed with add_star / label_message so the ordering outlives the conversation.

Report strictly by when action is needed: now · <sender> · <what breaks and when> Then the not yours list with the owner you identified, and how many you looked at. If nothing is urgent, say "nothing needs attention today" and stop.

Capitals and "ASAP" are the sender's opinion of their own priority. A stated deadline beats an inferred one; no deadline means not now unless the consequence is severe alone. Escalating everything is escalating nothing — if more than a handful land in now, re-score. Naming the owner is the action.

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