# Flagging a bad reply

> Report an incorrect answer from the agent in one click — it alerts your team and feeds back into improving the agent.

- Source: https://support.unifunl.io/en/help/inbox/flagging-a-reply
- Category: Inbox (`inbox`)
- Language: en
- Updated: 2026-08-20

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When the agent writes something incorrect — a wrong price, false information, a tone that does not fit — you can report it in one click. Flagging alerts your team and feeds into improving the agent.

## Flag a message

1. Open the conversation in the inbox.
2. Find a message written by the agent. It carries an **AI Assistant** label above it.
3. Hover over that message without clicking. A small flag appears on the left.
4. Click the flag. The reply is reported.

![Hovering an agent message reveals a flag on the left, circled in red here.](https://support.unifunl.io/help/screenshots/17-flag-hover.png)

![Close-up of the flag — the button to click.](https://support.unifunl.io/help/screenshots/18-flag-zoom.png)

> **Worth knowing** — the flag appears only on the agent's messages, and only on hover. Flagging does not delete the message and sends nothing to the customer.

## Turn flags into fixes

A flag records that an answer was wrong. Fixing the cause happens in the AI Center:

- Wrong prices or stock usually mean the catalogue is stale — check [the product catalogue](https://support.unifunl.io/en/help/products-catalog/product-catalog).
- Wrong policy answers, such as delivery or returns, belong in the agent's policies.
- A tone or wording problem belongs in [Agent behaviour](https://support.unifunl.io/en/help/ai-center/agent-behavior), under **Always do** and **Never do**.

## FAQ and troubleshooting

### I cannot see the flag

Check that you are hovering a message from the agent rather than from the customer or from a teammate. Only messages labelled **AI Assistant** can be flagged, and the flag is hidden until you hover.

### Does the customer know I flagged a reply?

No. Flagging is internal. The message stays in the conversation exactly as the customer already saw it.

### Should I flag or take over?

Do both when it matters. Flag the message so the cause gets fixed, then turn [AI Autopilot](https://support.unifunl.io/en/help/inbox/ai-autopilot) off and correct the information with the customer yourself.

## What's next?

Some conversations need a human before you even notice. That is escalation.

[Escalation](https://support.unifunl.io/en/help/inbox/escalation)

## Related articles

- [AI Autopilot](https://support.unifunl.io/en/help/inbox/ai-autopilot.md): Let the agent answer on its own, and take back a single conversation without stopping it everywhere else.
- [Escalation](https://support.unifunl.io/en/help/inbox/escalation.md): What happens when the agent hands a conversation to a human — the yellow note, the silent agent, and how to pick it up.
- [Agent behaviour](https://support.unifunl.io/en/help/ai-center/agent-behavior.md): Pick a personality, set the tone, choose the languages and script, and set the guardrails with Always do, Never do and escalation rules.