# Why your bot handed a chat to your team

When a Flow Agent passes a chat to your team, the line in the chat says why. A button on that line opens a card with the reason, the step where it happened and what you can do about it, so nobody has to guess or open the flow to find out.

## Read why the bot stopped

![The hand-off line in a chat with the Why · what next card open, showing the reason, the step and the actions](../../.gitbook/assets/guides/handoff-card-reason.jpg){ width="550" }

1. Open the chat. The hand-off line reads, for example, *passed this chat to your team: the customer asked something the bot has no answer for*.
2. Click **Why · what next** at the end of the line.
3. Read the card: **Why the bot stopped**, **Where** (the step in the flow) and **What you can do**.

The reason is one of a fixed set, in plain words:

| The card says | Typical next step |
| --- | --- |
| The customer asked something the bot has no answer for | Reply, then add the answer |
| The customer asked to talk to a person, or is unhappy | Reply; nothing to fix |
| The flow reached a hand-off step | Reply; change the step if the bot should carry on |
| A booking, calendar, API tool or store order did not go through | Finish it by hand, then check the tool |
| The flow could not continue | Reply, then check that step |

Administrators also see **Open step**, which opens the flow designer on that step.

## Add the missing answer

![The Add knowledge entry dialog with the customer's question already filled in](../../.gitbook/assets/guides/handoff-card-add-answer.jpg){ width="560" }

When the bot had no answer for the customer's question, the card offers **Add an answer**.

1. Click **Add an answer**. AI Knowledge opens on a new FAQ entry with the customer's question already in **Question**.
2. Tidy the question if needed, write the **Answer** and press **Save**.

The bot can answer that question from then on. **Add an answer** shows for administrators. See [Managing AI Knowledge](/flow-agents/managing-ai-knowledge).

## Ask the AI designer to fix the flow

![The flow designer's chat box holding a drafted request that names the chat, the step and the team's note](../../.gitbook/assets/guides/handoff-card-fix-with-ai.jpg){ width="500" }

When the cause is in the flow itself, the card offers **Fix with AI**.

1. Click **Fix with AI**. The flow designer opens on the step where the bot stopped.
2. The chat box holds a drafted request: the chat number, what happened, the customer's question or your team's note, and *Please change the flow so that*.
3. Finish the sentence with what the bot should do instead, then send it.

Nothing is sent or changed until you send the request and publish. **Fix with AI** shows for administrators, on hand-offs where there is something in the bot to change.

## Mark a wrong hand-off

![The card after a hand-off was marked wrong, showing who marked it, the note, Edit note and Undo](../../.gitbook/assets/guides/handoff-card-marked-wrong.jpg){ width="550" }

If the bot should not have passed the chat over, anyone on your team can say so.

1. Under **Not right?**, click **Wrong hand-off**.
2. Optionally write what the bot should have done, then press **Mark as wrong**.

The card then shows who marked it and the note. A teammate can use **Edit note** or **Undo**. Marking does not change the bot by itself: it tells your administrators which hand-offs to look at, and the mark and note are shared with the Mampu AI team to help improve hand-offs.

## See marked hand-offs in the report

![The Handed to a person list in the Flow agents report with a Marked wrong marker under the reason of one chat](../../.gitbook/assets/guides/handoff-report-marked-wrong.jpg){ width="700" }

Open **Reports**, then **Flow agents**.

* In **Handed to a person**, a chat whose latest hand-off was marked shows **Marked wrong** under its reason.
* In **Why they were handed off**, the **Marked wrong** column counts the marks for each trigger.

A trigger with many marks is the place to start fixing. See [Flow agents report](/reports/flow-agents-report).

## Related

* [Flow agents report](/reports/flow-agents-report)
* [Managing AI Knowledge](/flow-agents/managing-ai-knowledge)
* [Designing your agent by chatting](/flow-agents/designing-your-agent-by-chatting)
* [Testing and connecting an agent](/flow-agents/testing-and-connecting-an-agent)

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Source: https://help.mampuai.com/flow-agents/why-your-bot-handed-off