Needs Attention: the review queue for flagged conversations

The Needs Attention page (sidebar → Needs Attention) is a single
live queue of every conversation a human should look at. It refreshes
every 30 seconds and pulls from four sources so nothing falls through
the cracks.

Spotting items without visiting the page

The sidebar link carries a red count badge whenever there are
flagged items — same shape as an iOS app icon notification. Zero
means the badge is hidden; anything over 99 caps at 99+. Same
treatment on the Approvals link if you're using the
approval queue.
The count polls every 30 seconds from the same endpoint the page
uses, so the number on the badge is always the current queue depth.

What shows up here

1. Paused conversations — anything where a stop
condition tripped or the agent called
transfer_to_human. The reason is shown in plain English — no
more decoding SENTIMENT:hostile or KEYWORD:stop. You see
"Hostile sentiment" with a one-line explanation of what the agent
matched on.

2. Errored conversations — a turn where the agent threw during
tool execution (GHL 500, rate limit, auth failure). Error text is
shown so you can fix the root cause, not just read the symptom.

3. Fallback-answered conversations — turns where the agent used
its fallback message because it didn't know the answer. If you see the
same fallback over and over, that's a signal to add knowledge.

4. Stalled conversations — threads over 10 turns without a
resolution. The agent's still replying but nothing's converging; worth
a human eye.

Actions on each row

Every paused row with an agent has three options:

• Resume agent (green) — hand the conversation back to the
• Take over (outline) — pause the agent under your name. Opens
• View contact — deep-link into the contact detail page for

Errored / fallback / stalled rows don't have the Resume + Take over
actions — there's no paused agent to resume or take over from. They
surface for context only, with the View contact link to dig in.

Filters

Click any of the four summary chips (Paused / Errors / Couldn't
answer / Stalled) at the top to filter the list to that category.
Click the same chip again to clear.

Who gets notified

A needs_attention notification fires on every workspace notification
channel (Slack, Discord, email, SMS — configured under
Integrations) the moment a
conversation pauses. The review queue is where you go after the
ping lands. The sidebar badge is the at-a-glance indicator in between.

The needs-attention tag

Stop conditions that trip optionally tag
the contact with needs-attention (on by default, configurable
per condition). This is a regular GHL tag so:

• You can search for it in GHL directly
• You can build workflows that trigger on it
• You can filter reports on it
• It persists even after a human takes over — useful for retro

Untag manually when the issue's resolved, or bake it into a recovery
workflow that clears the tag on completion.

Patterns for handling the queue

• One-human-on-call. Dedicate one person per timezone to clear the
• Route by type. Errored conversations go to a support engineer;
• Turn fallback spam into knowledge. If the same question keeps
• Resume with a note, not a click-and-pray. When you unpause an