The AI says it needs a person to act
When the AI stops and says it needs a person, that is the product working as designed. It stops when guessing would be worse than waiting.
The reasons it stops
| What you see | Why |
|---|---|
| Needs approval | It has a step ready and is waiting for your yes or no. |
| Needs technician | It could not make progress, ran out of safe options, or the session went quiet. |
| Needs a person to act | It worked out the cause, but only a person can do the fix, such as something physical or an action only the vendor can take. |
| Could not diagnose | It could not determine the cause remotely. It says what it checked and what it could not confirm. |
In each case the final message says what it found, what stopped it and what it recommends a technician do next. Read that before anything else. If a step asked for approval when you did not expect it, see approvals I did not expect.
How to carry on
- Take it over. The conversation is yours to type into. The AI picks up from what you say.
- Answer its question. If it asked something, reply in the chat and it continues.
- Reset and carry on. If it reached its limit of fix attempts, Reset session and continue clears its working memory and keeps the transcript, so it stops repeating an earlier conclusion.
- Approve what is waiting. A step stays waiting for up to seven days.
Once you take over, the session shows as Handed off, so it is not counted as waiting on you. The AI's diagnosis still counts in Performance as work it did.
If it keeps happening on one kind of ticket
Write down what you did to solve it and turn that into an Autopilot instruction. The situations section of a good instruction is the part that most reduces handovers. The thumbs under the final message also help you see which problem types the AI handles well.