Quick-start guide ​

What we are going to do ​

Let's enable HitL in a simple RWC Flow and see the user-agent-bot conversation live in the [HitL] Agent UI View.

Our expected result looks like this: a new RWC conversation appears in the Sessions list.

This guide gives step-by-step instructions for enabling HitL. We are going to:

1. Set up the [HitL] Settings View
2. Create a Bot in the Designer
3. Create a Flow in this Bot
4. Download HitL Step templates from the Library to this Flow
5. Build a Flow tree with these Step templates
6. Activate the Flow
7. Open and use the [HitL] Agent UI View to see the result

Prerequisites ​

You need to have an account in OneReach.ai and an admin-level user access.
Log in.

Instruction ​

Set up the [HitL] Settings View ​

1. Download the [HitL] Settings View from the Library.
   To do that, navigate to the Views tab in Action Desk and click + to add the View from the Library. In the Library iFrame, search for the needed View. Once found - click Download, and then Add view.

2. Open the [HitL] Settings View, wait for the View to check the HitL tables installation status, and click Install HitL tables.

3. In the [HitL] Settings View, navigate to the Rule groups tab and create a group called rwc with a simple rule: |rwc. The group hitl is created by default.

4. Navigate to the Agents list and add your user (and any other members you wish to make an agent) to the newly created rwc and hitl groups.

Create a Bot in the Designer ​

First, add a blank Bot.

Create a Flow in the Bot ​

Next, add a blank Flow to this Bot.

Download HitL and RWC Step templates from the Library to this Flow ​

To build this chat, you need the following Step templates:

• Enable HitL
• Wait for Chat (RWC)
• Send Message (RWC)

To download them from the Library to your Flow:

1. Open the Templates tab.
2. Click Library down the tab. The Library iFrame opens.

3. In the search field, paste the Step template name. Scroll through search results if needed.
4. Click Download for the Step template of interest.

5. Close the Library iFrame.

After downloading the necessary Steps templates, you will see them in your Flow in the Templates tab.

Build a Flow tree with these Step templates ​

• Add the Enable HitL Step as the first Step of the Flow:

1. From the Templates tab, drag the Enable HitL Step onto the Canvas.
2. Name the Step "hitl".
3. Add hitl and rwc to the Auto-created HitL session Rule tags.
4. Select Browser fingerprint from the dropdown in the Contact identifying field.

• To start the chat, configure the Wait for Chat (RWC) Step template:

1. From the Templates tab, drag the Wait for Chat (RWC) Step onto the Canvas.
2. Name the Step "start".
3. Do the same for App name.

• To welcome the chat user, configure the Send Message (RWC) Step:

1. From the Templates tab, drag the Send Message (RWC) Step onto the Canvas.
2. Name the Step welcome.
3. In the Text Message field, write a greeting to a chat user.

Save and activate the Flow ​

It might take a while.

Open the chat ​

Opening the chat activates your conversation and lets you see it appear in the [HitL] Agent UI View.

1. Click the first Step on your Flow tree, which is Wait for Сhat (RWC).
2. Scroll to the Rich Web Chat settings section and find the RWC URL field. It becomes available only after the Flow activation. Next to it, click . Your Rich Wed Chat opens on a new web page and displays the messages you have configured. Loading the chat might take some time.

Set up the [HitL] Agent UI View ​

Download and open the [HitL] Agent UI View in Action Desk, as you did with [HitL] Settings View.

Result ​

In the [HitL] Agent UI View, observe your conversation appear in the Sessions list.