# When users report a problem (/docs/conversations/problem-reports)

When a user tells Skavelo that something isn't working, failed or shows an error, Skavelo looks for the cause before it answers, the way someone on your support team would.

## What Skavelo checks [#what-skavelo-checks]

Skavelo runs inside your app, in the user's browser, so it can see what they see:

- **Error messages on the screen**, such as alerts, error notices and fields marked invalid.
- **Requests that just failed.** A refused save tells Skavelo a lot: a 403 usually means the user's role doesn't allow it, a 402 points to their plan or billing, a 404 to something deleted or moved, and a 500 to a fault on your side. Skavelo only sees the method, path and status. See [What the widget sends](/docs/security-and-privacy/what-the-widget-sends#failed-requests).
- **Switched off buttons**, with the reason your app gives in a tooltip or note.
- **The user's own data**, when you've set up a [lookup](/docs/skills/lookups) that can check it, such as the status of their sending domain.

## How it answers [#how-it-answers]

Skavelo acknowledges the problem in one sentence, then explains the likely cause in plain words and how to fix it, naming the buttons to click. For example, on a page where saving failed with a 403:

> It looks like your role doesn't allow changing billing settings. Ask an admin on your account to make the change, or to give you the Admin role under **Settings**, then **Team**.

Skavelo doesn't repeat steps the user says they've already tried, and never claims to have fixed, retried or changed anything.

## When it can't find the cause [#when-it-cant-find-the-cause]

If nothing on the screen or in the user's data explains the problem, or the cause is on your product's side, Skavelo says what it checked and offers **Talk to a person** straight away, when [handoff](/docs/conversations/handoff) is on. The handoff carries what Skavelo checked, so your team doesn't have to ask the user to explain again.

## What your team sees [#what-your-team-sees]

- **Needs attention** lists every reported problem with the label **Reported a problem**, the likely cause and what Skavelo checked. Choose **Reported a problem** to see only these.
- **Conversations** has a **Reported a problem** filter, and the transcript shows the diagnosis under the answer.
- The [Monday summary](/docs/conversations/weekly-summary) lists the problems reported that week, most frequent first, so the same failure reported by several users stands out.

## Teach Skavelo your fixes [#teach-skavelo-your-fixes]

When a problem keeps coming up, write a [playbook](/docs/teaching-skavelo/playbooks): what to check, in order, and what each finding means. Skavelo follows it the next time a user reports that problem. Once three or more users report the same problem, Skavelo also drafts a playbook for you to review. For a one-off answer, a [team note](/docs/teaching-skavelo/team-notes) is enough.