You are building a customer support resolution agent using the Claude Agent SDK.

Option B identifies escalation through direct operational criteria rather than indirect proxies. A customer’s explicit request for a person is unambiguous. A required policy exception defines an authorization boundary. An inability to make meaningful progress identifies a case where continued autonomous execution is no longer productive.

Anthropic describes agents as systems that act, observe results, adjust, and continue until the task is completed or human input is required. Its trustworthy-agent guidance also emphasizes that agents must recognize when to pause rather than pushing through uncertainty or decisions that only a human can settle. ( https://www.anthropic.com/research/trustworthy-agents )

Option A is too rigid for high-ambiguity support cases. Maintaining exhaustive mappings for every issue, product, and customer segment recreates the brittleness that agentic reasoning is intended to avoid. Option C treats repeated tool use as a substitute for semantic progress; one definitive authorization failure may require immediate escalation, while several legitimate diagnostic calls may not. Option D confuses emotional tone with operational necessity. A calm customer may require a policy exception, while a frustrated customer may still have a straightforward automated resolution.

The escalation criteria should be encoded in the system instructions and supported by evaluations covering explicit requests, authorization limits, unresolved ambiguity, repeated non-progress, and successful self-service cases.

Official references/topics: Human-control checkpoints, escalation criteria, authorization boundaries, progress-aware agents.