# Help when someone is stuck (/docs/customizing/help-when-stuck)

Most people who get stuck don't ask for help. They press the same button again, or retry a form, then leave. Skavelo watches for three signs and offers a question about it above the launcher:

| What the user does | What Skavelo offers |
| --- | --- |
| Presses a switched off button a second time, such as **Create campaign** before setup is finished | "Why can't I use “Create campaign”?" |
| Sees the same error come back, such as a form refused twice for the same reason | Help with that message |
| Presses one button five times in a few seconds, when nothing seems to happen | "Is “Export” not working?" |

If they click it, Skavelo answers straight away. For a switched off button, the question includes your app's own tooltip or note for it, such as "Verify your sending domain first", so the answer can explain what to do.

## When it shows [#when-it-shows]

- At most once every two minutes, three times a visit, and never twice for the same thing.
- Never while the widget is open, a walkthrough is running, or Skavelo is answering.
- It goes away by itself after 25 seconds, and the user can close it.

Errors are read from the parts of the page your app marks as alerts, such as `role="alert"` messages, error toasts and fields marked `aria-invalid`. Buttons pressed many times on purpose, like **+** and **Next**, are left alone.

## Privacy [#privacy]

Nothing is sent to Skavelo unless the user clicks the offer. Text inside anything marked [`data-sk-sensitive`](/docs/developers/sdk-reference#marking-sensitive-content), password fields and the widget itself are never read.

## Turning it off [#turning-it-off]

It's on for every agent. To turn it off, open the agent's **Suggestions** tab and switch off **Offer help when someone seems stuck**.

Developers can follow it with the [`stuck` event](/docs/developers/events).