# Escalate to a Human Agent

* When your bot cannot answer the question, you can decide the next step for your bot - just type your prompt.
* Access to the Workflow -> Create Workflow -> Choose Trigger Condition ->  Tick "Trigger by action"  -> Choose "When the bot does not know the answer"

<figure><img src="/files/h3gDB5ivahP5l1whGilr" alt=""><figcaption></figcaption></figure>

* Click on the component -> Choose "Select condition" -> Choose "At least one human agent is online", you can find how to set online/offline [here](https://documents.cxgenie.ai/getting-started/knowledge-base/pages/rLeo88Wo0zH5zftJa0lI#id-2.-online-offline-status).&#x20;

<figure><img src="/files/UnRcf2HSJFSOQFnVbd39" alt=""><figcaption></figcaption></figure>

* Choose the action for the condition if true or false (online or offline)

<figure><img src="/files/EvPtMgG3URQUyxjmTMUx" alt=""><figcaption></figcaption></figure>

* The flow will work: if at least one human agent is online, they will be notified. If not, send a ticket to the customer to fill out the information.&#x20;
* See more @ [Notify agent](/bots/workflow/workflow-components-1/notify-agent.md) & [Create Ticket(s)](/ticket-system-add-on/create-ticket-s.md).


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# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://documents.cxgenie.ai/getting-started/knowledge-base/escalate-to-a-human-agent.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.