Execute command (HitL) ​

Overview ​

The Execute command (HitL) Step allows to execute any command defined in Process HitL Command Step from within the same Flow logic. This Step is commonly used to issue commands such as start_chat and stop_chat to enter and leave the continuos Agent-Visitor message exchange mode in text channel flows.

The placement of this Step within the Flow tree depends on your specific Flow logic. For instance, in SMS conversations, you typically create the conversation first and then search for available agents. Therefore, this Step precedes the Request agent assistance Step.

Usage examples ​

As mentioned before the Execute command (HitL) Step is commonly used to issue commands such as start_chat and stop_chat to enter and leave the continuos Agent-Visitor message exchange mode in text channel flows.

The Execute command (HitL) Step can be useful when creating the logic for the transfer command in voice solutions. Suppose you have already defined the logic for adding an agent to a conversation. To prevent repeating this logic when transferring the conversation to another agent, you can use the Execute command (HitL) Step to utilize the same logic as when an agent joins the conversation by calling the command that defines it.

Another scenario involves SMS outbound conversations, where the agent has the ability to both start the conversation and send a message to the user. In such instances, you can use the Execute command (HitL) Step to carry out the send_message command within the Process HitL Command Step.

Execute command ​

To execute a command defined in the Process HitL Command Step, follow these instructions:

1. Go to the Command section.
2. Choose the desired command from the Command name dropdown menu.
3. If necessary, enter any additional parameters in the Command parameters field.