HITL Rules
Overview
Section titled “Overview”HITL (Human-in-the-Loop) rules control how much autonomy the AI has. You configure them per team and per action category, meaning your Support team can have entirely different rules than your Sales team.
For a conceptual overview, see Action Plans & HITL.
Configuring Rules
Section titled “Configuring Rules”- Navigate to Settings → HITL Rules
- Select the team to configure
- For each action category, choose an autonomy level:
Action Categories
Section titled “Action Categories”| Category | Description | Examples |
|---|---|---|
SEND_EMAIL | Outbound email to customers | Follow-up, apology, renewal offer |
SEND_CHAT | Outbound message via Omni-Widget | Chat responses, proactive outreach |
CRM_UPDATE | Update a field in the connected CRM | Change status, add note, update stage |
REFUND | Authorize a monetary refund or credit | Full refund, partial credit, discount |
SCHEDULE | Create calendar events or reminders | Follow-up call, review meeting |
INTERNAL_NOTE | Add a note to a card | Team commentary, status updates |
ESCALATE | Notify a manager or create a priority card | Risk alerts, VIP flags |
Setting the Level
Section titled “Setting the Level”For each category, select one of:
| Level | Behavior |
|---|---|
| Autonomous | Execute immediately, log to audit trail |
| Time Bomb | Draft → start countdown → auto-execute if no intervention |
| Human Approval | Draft → wait for human to click Approve |
| Advisory | Show recommendation only, never execute |
Threshold Overrides
Section titled “Threshold Overrides”For financial actions (like REFUND), add dollar-based thresholds:
- Select the action category (e.g.,
REFUND) - Click Add Threshold Override
- Set the rules:
| Condition | HITL Level |
|---|---|
| Amount < $50 | Autonomous |
| Amount $50–$500 | Time Bomb (24 hours) |
| Amount > $500 | Human Approval |
Threshold overrides take priority over the default level for that category.
Time Bomb Configuration
Section titled “Time Bomb Configuration”When using the Time Bomb level, configure:
| Setting | Default | Description |
|---|---|---|
| Duration | 4 hours | How long before auto-execution (1–72 hours) |
| Reminder at 50% | On | Notify when half the time has elapsed |
| Reminder at 10% | On | Notify when 90% of time has elapsed |
| Final warning | 1 hour before | Last notification before execution |
Best Practices
Section titled “Best Practices”- Start conservative. Set everything to Human Approval initially. Loosen as you build trust.
- Use Time Bombs for medium-risk actions. They keep things moving without removing human oversight.
- Keep Advisory for compliance-sensitive actions. Legal notices, pricing commitments, and contract changes should always be human-only.