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.

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🔍 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.

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🤝 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.

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🧑‍🏫 How to Use Human-in-the-Loop Mode

Follow these steps to activate and use HITL mode in a live thread:

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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)

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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

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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

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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

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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.

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🔐 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

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✅ Best Practices

When to Use HITL	Why It Helps
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

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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.