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Act on a pending-decision card

Find the card an agent is waiting on, read its ranked options, choose one or answer in your own words, and put the run back in motion.

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What you'll have

The agent that was waiting is working again, and your choice is on the record as a decision with your name on it.

  1. Find the pending-decision card. In the channel it is the message the conversation stops at; across channels, select Inbox at the bottom of the channel list and look for the entry leading with a Blocked chip.

    Result The card sits in the conversation as a full row, headed “Needs a human”, with the question the agent could not answer for you.

  2. Read the question, then the options. They are ranked, and the first is marked Recommended — that is the agent’s own reading, not a choice that fires on its own.

    Result The question and its ranked options are in front of you. The agent has paused rather than guessed, and it stays paused until you answer.

  3. Select the option you want.

    Result Your choice posts in the conversation as a message tagged “Decision”, under your name, and the agent picks the work back up from where it paused.

  4. If none of the options is the answer, take the last row on the card instead. It opens a conversation with the agent rather than making you pick from what it thought of.

    Result The conversation with that agent opens on the question, and you can answer in your own words, ask what the options cost, or tell it to do something none of them offered.

  5. If this doesn't work

    If you cannot find the card the channel is stopped on, A run is stuck waiting on a person

    walks the two places it hides, and says why an answer given in a meeting or another tool never reaches the agent. If the option you want is missing and the last row is missing too, ask the agent directly with the Direct to rail under the composer. If the card names a permission — pushing, merging, reaching production — that is an Access row in Channel settings, and an admin turns it on.

The run is moving again and the decision is on the record with your name against it.