Enable HitL ​

Overview ​

Enabling the HitL solution in your Flows always starts with the Enable HitL Gateway Step template. You must place it in the beginning of your Flow logic.

The Step template enables special listeners that collect all Reporting events that happen in the Flow during its execution and thus, forms the Timeline the agents see in the Agent UI and collects data that you can use later for Reporting. To see the agent response statistics of inbound calls, for example.

The Enable HitL Step template allows you to:

1. Configure how to manage sessions:

   • Create sessions automatically (along with the Contact record if it doesn't already exist)
   • Create sessions manually using the Create HitL Session Step
   • Continue sessions created by a previous Flow in the Subflow chain

2. Decide how to handle HitL session close:

   • Close session automatically, when the Flow session ends
   • Close session manually, using the Close Session (HitL) Step

3. Allow agents to initiate outbound conversations from within the Agent UI

4. Set up Reporting events filtering:

   • Use Reporting events quick filter
   • Modify Reporting events (define own filter logic in a Subtree)

5. Decide how to react to certain HitL-related events like:

   • Handle contact change within the current Session
   • Handle additional use cases upon HitL Session close

Configure how to manage sessions ​

To enable agents to view the conversation, you need to create a HitL session linked to that conversation. This session should also be attributed to a contact record from the Contact record database. When creating a HitL session, you have three options below:

Create sessions automatically (along with the Contact record if it doesn't already exist) ​

The Auto-create session option allows the Enable HitL Step to automatically add new contacts to the contact records and link conversations to these contacts.

If you decide to automatically create a HitL session, you need to provide additional information in the Enable HitL Step:

1. Open the Session section. From the Contact identifying field dropdown, select the identifier type.

Each HitL session must be linked to a contact record in the Contact record database. The Auto-create session logic attempts to find a record from the Contacts DB using a unique identifier, which is available from the FromIdentifier or ToIdentifier (depending on the Transcript "direction") of the first Transcript event in the session. For instance, in RWC, the identifier is the browser fingerprint, whereas, for SMS, it's the phone number. The Contact identifying field dropdown contains a list of all identifier fields defined in the Contacts DB for the Default contact book. The default identifiers available "from the box" are: Phone number, Browser fingerprint, and Email.

2. From the Auto-created HitL session Rule tags dropdown, select the Rule tags you want the newly created conversation to have from the start.

Rule tags determine which conversations agents can view and engage with. You need to assign at least one Rule tag to a conversation. Otherwise, the conversation won't be visible to any agent. You have the flexibility to configure this setting later after determining which conversation to link to which Rule tag using the Manage Session Properties (HitL) Step.

3. In the Tags dropdown, add session tags. Type the session tag name in the search box and click . Session tags can be used to set up Session views in HitL Settings. This setting is optional.

Restrict visibility of certain contacts for specific agents ​

When creating sessions automatically, you can also restrict the visibility of all newly created contacts for specific agents. For example, you want all your new customers to be initially visible to only a selected group of agents. To do that, set the Contact visibility tags.

To automatically add Visibility tags to new contacts:

1. Go to the Session section.
2. Enable the Restrict Contact visibility if created toggle.
3. In the Contact visibility tags dropdown, type the tag name and click .

Contact Visibility works differently than Session Rule tags and Groups, so if you choose to restrict the Contact record visibility, you also need to set up Contact-specific visibility Rule Groups.

To do that, open the [HitL] Settings UI:

1. Go to to Access settings, open the Contacts tab.
2. Select the agent to assign the tag to. The edit panel opens.
3. From the list, select the Visibility tag.
4. Click Save.

For an agent to interact with a specific contact record, the agent must be assigned to a Group that contains the same Visibility tag as that contact record. If the contact record has several tags assigned, at least one must match with at least one tag in the group. Unlike Session Rule groups, no tag modifiers (|, !, &) are available when describing Contact Visibility rules.

Create sessions manually using the Create HitL Session Step ​

You might encounter scenarios where a HitL session is only necessary when agent assistance is required or you have to identify the user first to determine which contact record the conversation should be linked to. In these cases, you can use the Create HitL Session Step. This Step only works inside the Flows that start with the Enable HitL Step. Another requirement for using this Step is knowing the Contact ID of the record you want your session to be linked to. For instance, you can use authorization to identify the contact before creating the session.

Continue sessions created by a previous Flow in the Subflow chain ​

There may be scenarios where you need to continue a session from a previous Flow. For example, when a conversation spans across multiple Flows. In such cases, you can gather information from all Flows within a single HitL session. To achieve this:

1. In the first Flow of your Flow chain, in the Merge field settings of the Enable HitL Step, set the Step's Merge field type to Shared to make its contents available between Flows.
2. In the rest of the Flows in the chain in the Session section of Enable HitL Step, enable the Continue HitL session toggle.
3. From the HitL session dropdown, select the session name you would like to continue.

Close session automatically, when the Flow session ends ​

If your business case is handled within a single Flow or if your Flow is the last in the chain of Flows, we recommend enabling the Auto-close session option:

1. Navigate to the Session section.
2. Enable the Auto-close session toggle.

Close session manually, using the Close Session (HitL) Step ​

This setting is useful in cases when a conversation spans across multiple Flows and has a complex “ending” logic. For example, a conversation may abruptly end in any of the Flows of the Flow chain when the user hangs up or an error happens, or the ITR menu could be extensive, and hence managed by numerous Subflows, where some Flow branches may be terminal, while others loop back to the beginning. Given these complexities, it's impossible to link the conversation end to any specific Flow session. The end of a Flow session doesn't necessarily indicate the conversation conclusion. Therefore, you have the option to bypass the automatic conversation closure. Instead, you can use the Close Session (HitL) Step in your Flow logic whenever the conversation ends. Alternatively, you can enable the Auto-close session toggle and use the Keep Session alive (HitL) Step, before passing the Flow execution to a Subflow.

Allow agents to initiate outbound conversations from within the Agent UI ​

The scenarios previously outlined address instances where the Enable HitL Step is used in "Inbound (IB)" Flows. These Flows are initiated with any of the available Gateway Steps, such as Wait for Chat (RWC) or Wait for Call (Phone). However, the Enable HitL Step can also serve as its own Gateway Step, initiating new "Outbound (OB)" conversations when triggered by agents from the Agent UI.

To enable this feature, navigate to the Initiation section:

1. Click +Add new conversation trigger in the Enable HitL Step.
2. In the Start conversation endpoint name field, enter a name. For example, "sms".
3. In the Conversation type, enter the name that will be available to agents in the Agent UI. For example, "SMS".

In the Agent UI, after selecting a contact record and clicking Start new conversation, a popup will appear. The agent can then choose the type of conversation to initiate with that contact.

Set up Reporting events filter ​

Reporting events are the basis of all messages you can see in the HitL UI.
Every Step in the Flow during its execution produces a Reporting event. The Enable HitL Step gathers all Reporting events and sends them to the backend for later display in the Event timeline. All events within HitL are represented as messages and sorted out by Timeline within the [HitL] Agent UI. Certain events, such as Step events, are hidden by default, as they are most useful while debugging.

There are two options how you can manage Reporting event:

1. You can define what information to include in the HitL conversation using quick filters.
2. You can define own Reporting events filter logic in a Subtree. You can modify Reporting events or conceal certain information they contain. For instance, you can adjust the Transcript event to include message translations. Or if a Transcript event contains sensitive user data, you can block this message to prevent agents from seeing this information or mask sensitive data before clearing the event for storing in the HitL DB.

Use Reporting events quick filter ​

To define what information to include in the HitL conversation:

1. Navigate to the Events filtering section.
2. Toggle respective Reporting events under Quick filters.

Modify Reporting events (define own filter logic in a Subtree) ​

To create own filter logic:

1. Navigate to the Events filtering section.
2. Enable the Filter events in a sub-tree toggle. Enabling this option adds an additional filter_events branch to the Flow.

Using any available Steps, create an event processing logic in the subtree under the filter_events branch of the Enable HitL Step. To ensure the processed Reporting event appears in the conversation, use the Add Event (HitL) Step to queue that event to be sent to the HitL Backend for storing and distribution.

Handle contact change within the current Session ​

In the Agent UI, agents can change which Contact record any conversation is attached to by either merging two Contact records or moving a conversation to another Contact record (follow this link for a more detailed description of this functionality). If the Contact record changes within an active conversation, the Flow session handling that conversation will be informed via an event. The Enable HitL Step automatically updates the contactId value in its Merge field. If you want to react to this happening inside the Flow logic (for example, to update the Contact record fields other than the contactId the Flow logic might rely on), you can enable this functionality:

1. Go to the Contact change section.
2. Enable the Handle contact ID change toggle.

Turning on this toggle adds a new contact_change branch, which allows the Flow to handle this scenario.

Handle additional use cases upon HitL Session close ​

You can configure the Flow to perform additional tasks upon the HitL session close. For instance, once the Flow reaches its conclusion and the conversation ends, you can add Steps to the Flow that will automatically generate a summary of the transcript of the completed conversation.

1. Go to the Session section.
2. Enable the Handle HitL Session close toggle.

Activating the toggle creates an additional session_closed branch in the Flow. This branch allows you to add extra Steps to manage various tasks when a session is closed.