if (clarification_attempts >= 2) {
  escalate("I want to make sure you get the right help.
            Let me connect you with a team member.")
}

HUMAN_REQUEST:
  - "talk to human"
  - "real person"
  - "agent"
  - "representative"
  - "speak to someone"

FRUSTRATION:
  - "this is ridiculous"
  - "waste of time"
  - "doesn't help"
  - profanity_list

if (messages_without_resolution > 5) → escalate
if (sentiment_score < -0.5) → escalate
if (repeated_question_count >= 2) → escalate

HANDOFF SUMMARY
Customer: Sarah Johnson, Acme Corp
Channel: Chat → Phone requested
Escalation reason: Complex pricing question

Key points:
- Looking for enterprise pricing
- Has 500+ employees
- Evaluating 3 vendors
- Decision timeline: 2 weeks

Sentiment: Neutral → slightly frustrated at response speed
Questions answered: Product features, basic pricing
Unanswered: Volume discounts, custom integrations

function routeHandoff(context) {
  // Priority 1: Existing relationship
  if (context.assigned_rep && context.assigned_rep.available) {
    return context.assigned_rep
  }

  // Priority 2: Skill match
  let skill_queue = getSkillQueue(context.escalation_type)
  let available_agents = skill_queue.filter(a => a.available)

  // Priority 3: Load balancing
  if (available_agents.length > 0) {
    return available_agents.sort(by_queue_length)[0]
  }

  // Fallback: Callback queue
  return "callback_queue"
}