Human in the Loop
👤 Using Human-in-the-Loop Mode in Copilot
RAIA’s Copilot gives Admins the ability to monitor and manage all AI-powered conversations in real time—across every channel. With Human-in-the-Loop Mode, Admins can temporarily pause the AI and take over the conversation manually, ensuring sensitive, nuanced, or high-value interactions are handled with a human touch.
🔍 What is Admin Mode?
When you're in Admin Mode (available only to users with admin access to an AI Agent), you can:
View all conversations across every channel:
SMS
Email
Live Chat
Copilot (internal chat)
See the full context of a conversation, including user details, scores, and message history
Provide feedback on agent responses (thumbs up/down, comments, training suggestions)
Admin Mode is the foundation for advanced monitoring, coaching, and intervention.
🤝 What is Human-in-the-Loop Mode?
Human-in-the-Loop (HITL) Mode allows you to take over a conversation from the AI in real time.
This is useful when:
The AI gets stuck or misunderstood the context
A conversation requires sensitive handling
A high-priority customer or lead needs white-glove service
When activated, HITL Mode disables the AI for that specific thread, and you (the admin) take control of the conversation directly through Copilot.
🧑🏫 How to Use Human-in-the-Loop Mode
Follow these steps to activate and use HITL mode in a live thread:
1. Enter Admin Mode
Open Copilot at https://raiaapp.com
Select the Agent you administer
Ensure you are in Admin Mode (toggle available at top of agent interface)
2. Open the Conversation
Navigate to the Threads tab or search for the user by name, email, or phone
Click on the conversation you want to view or intervene in
You’ll see message history, channel type, and scoring info
3. Activate Human-in-the-Loop
At the bottom of the message panel, click “Take Over Conversation”
A confirmation prompt will appear: ✅ “Are you sure you want to disable AI and respond as a human in this thread?”
Confirm to enter Human-in-the-Loop Mode
Once activated:
AI will stop responding for this conversation
Messages you send will appear with your name and admin tag under the message
The user won’t be notified they’re now chatting with a human—but you can mention it if needed
4. Continue the Conversation
Use the chat input as normal
Respond as yourself (messages will be styled differently than AI messages)
You can still reference context, view prior AI messages, and see the user’s profile on the right panel
5. Exit HITL Mode (Optional)
Once the situation is resolved, you can return control to the AI:
Click “Return to AI”
A message will appear confirming AI will resume responses in the next message
Note: If no action is taken, the conversation remains in HITL until manually reset.
🔐 Permissions & Controls
Only Agent Admins (or Org Admins) have access to Admin Mode and Human-in-the-Loop functionality.
Regular users or editors cannot take over threads
All takeovers are logged and appear in the conversation metadata for audit purposes
✅ Best Practices
High-stakes leads or deals
Adds a human layer to close or escalate effectively
AI hits an edge case
You can resolve and use the thread as a training moment
Escalations or complaints
Protect brand tone and reduce risk
Sensitive topics
Human empathy outperforms automation
RAIA makes it easy to empower your team while keeping the AI in the loop. Human-in-the-Loop Mode gives you full control without sacrificing scale—letting you step in only when needed.
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