Human-in-the-Loop, or HITL, lets live agents take over conversations from your bot and participate in them directly.

From this tab, live agents can review conversation history, assign conversations to themselves or teammates, resolve user issues, and pass the conversation back to the bot.

HITL supports real-time escalation by transferring conversations to a human agent when predefined conditions are met. You define these conditions yourself—common examples include uncertainty detected in a knowledge base response, signs of user frustration, or situations requiring complex or sensitive information.

These kinds of decision gates can also be incorporated into workflows, so, for example, you can let a human review and approve an AI-generated response before it’s sent to an end user.

HITL is available to Team and Enterprise users.