See why your Flow Agent handed a chat to your team
Reports → Flow agents now shows what triggered each handoff, from the AI deciding a person should step in to a flow that could not continue.
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Mampu AI now tells you why a Flow Agent handed a chat to a person. Under Reports → Flow agents, the Why they were handed off panel groups the period's handoffs by what triggered them, and the Handed to a person and Needs a person now lists show the trigger on every row.
How to use it
- Open Reports → Flow agents and pick a date range.
- In Why they were handed off, read how many handoffs each trigger caused and its share of the total.
- In Handed to a person, check the Why column. Hover over a trigger to see more detail where there is some, such as the reason the AI gave.
Details
- The triggers are AI decided a person should take over, Knowledge answer says a person must handle it, Reached a hand-off step in the flow, Flow could not continue, and Technical problem, such as an issue with your AI key.
- The panel also counts conversations that were handed off more than once, so repeat escalations stand out.
- Triggers are recorded from the date shown in the panel. Earlier handoffs still count, marked Not recorded.
