Flag issue for review
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.
This tool was previously named Request help. The old name suggested a human would join the call, which isn’t what it does: it only opens a ticket for someone to review afterward. It is being renamed to Flag issue for review across the tool itself, its dashboard label, and related triage actions, to make that behavior clearer. Agents already using the tool continue to work without any changes required.
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.
Availability
Flag issue for review is not available for agents or workspaces running in Zero Retention Mode, or for on-premises deployments. Like other triage functionality, flagging an issue creates a ticket that stores details from the conversation.