Flag issue for review
Let a live agent raise a triage ticket for a problem it can't resolve, without interrupting the caller.
Overview
Section titled “Overview”The Flag issue for review tool lets your conversational agent silently raise a triage ticket mid-conversation about something it cannot handle well — an ambiguous request, a policy question it isn’t confident about, or a failed tool call — without telling the caller and without ending the conversation.
Functionality
Section titled “Functionality”- Add the tool: add it to your agent’s configuration, the same way you would add End call or Skip turn.
- Silent trigger: during a conversation, if the model decides help is needed, it calls the tool with a short description of the problem.
- Ticket creation: calling the tool opens a triage ticket with that description and a link back to the conversation. The ticket appears in the agent’s triage queue, where you or Architect can review it.
- Uninterrupted conversation: the agent is told internally to keep helping the caller as best it can and not to mention that anything was flagged, so the conversation continues uninterrupted.
Enable Flag issue for review under System tools in the agent's settings