Human in the Loop

Add approval workflows before your agent acts

Human in the Loop (HITL) adds an approval step to any action your agent takes. When enabled, the agent prepares its response or action but waits for a human to approve it before executing.

How it works

  Without HITL                          With HITL

  Customer ──▶ Agent ──▶ Reply sent     Customer ──▶ Agent ──▶ Draft ──▶ Human ──▶ Reply sent
              (auto)                                (waits)           approves

With HITL enabled:

1. Your agent processes the ticket and decides what to do

2. Instead of executing immediately, it creates a draft or holds the action

3. A human reviews the proposed action in your helpdesk

4. The human approves (sends as-is), edits and sends, or discards

When to use HITL

Scenario	Recommendation
First time going live	Enable for all reply actions — review before trusting
Sensitive topics	Enable for actions involving refunds, account changes, legal
Routine replies	Disable once you're confident in the agent's answers
Ticket management	Usually safe to disable for tagging, categorization
Customer-facing replies	Consider enabling until you've verified quality

Setting it up

HITL is configured per action:

1. Go to Settings > Actions in your agent workspace

2. Select the action you want to configure

3. Toggle Require human approval on or off

4. Save

That's it. When enabled, the action will wait for approval before executing.

HITL vs. Draft Reply

There are two ways to keep a human in the loop:

Approach	How it works	Best for
HITL on Public Reply	Agent queues a public reply that needs approval	Reviewing AI replies before they send
Draft Reply action	Agent creates a draft — never sends on its own	Always-on human review, no risk of auto-send

Draft Reply is the safest option — it never sends automatically, even if HITL is misconfigured. Use it when you want guaranteed human review.

HITL on Public Reply is more flexible — you can turn it on and off as you build confidence. Start with HITL on, then disable it once you trust the agent.

Tips

Start with HITL on, then gradually disable. The best way to build trust is to review agent responses for a few days, then relax the requirement as you see consistent quality.

Use HITL selectively. You don't need it on every action. It makes sense for customer-facing replies but is usually unnecessary for tagging or categorization.

Combine with good instructions. HITL catches mistakes, but well-written instructions prevent them. Both together give you the best results.