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Human-in-the-Loop Agent (HILA) Approver Mode is a powerful capability that enables human agents to supervise and refine GenerativeAgent responses in real time before they are delivered to customers. This information is used to fine-tune GenerativeAgent over time. This approach ensures safe, on-brand interactions and accelerates the training of AI systems to sound like your best support agents, making it ideal for piloting new intents and achieving high-quality automated support. Approver Mode works similarly to regular HILA: GenerativeAgent creates a ticket for a HILA queue, where a HILA can review the ticket. However, instead of providing guidance and information, the HILA approves or modifies GenerativeAgent’s messages.

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Set Up Approver Mode

1

Integrate HILA with your Agent Desk Platform

ASAPP offers seamless integration into your existing agent desk through an iframe-based HILA application.HILAs operate from dedicated queues within your platform, receiving GenerativeAgent consultation requests directly. This ensures they work within a familiar interface, while you retain full control over routing and assignment.
To set up HILA in your environment, contact your ASAPP Implementation Manager.
2

Configure Ticket Assignment and Routing

HILAs are assigned tickets based on the routing and assignment configurations in your support platform.If no HILA is assigned within the configurable threshold (default: 60 seconds), the case is automatically escalated to a live agent.
3

Enable Approver Mode

Reach out to your ASAPP account team to enable Approver Mode for your account and configure the Administrator settings.
HILA in Approver Mode cannot be tried out in Previewer.

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Administrator Controls

There are several settings that can be configured, particularly to ensure end customers receive quick responses:
  • Auto-accept Timeout: The system automatically approves responses after a configurable timeout (default: 30 seconds) to ensure the customer remains engaged if the HILA is inactive
  • Agent Assignment Timeout: If no HILA is assigned within a configurable timeout (default: 60 seconds), the conversation escalates to a live agent
  • Task-level Control: Define which tasks require complete supervision through Approver Mode
  • Escalation Message: When HILA initiates an escalation, the system sends a configurable message to the customer, informing them that their conversation will be handed over to a live agent
These safeguards ensure that customers never wait long and always receive a human-verified message.

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Approver Mode Workflow

The Approver Mode workflow follows the same process as regular HILA, with one key difference: instead of providing guidance and information to GenerativeAgent, agents approve or modify the messages that GenerativeAgent has already generated.
1

Ticket Assignment

Your support platform assigns tickets to HILAs based on the routing and assignment configurations. If the system does not assign a HILA within the configurable threshold (default: 60 seconds), the system automatically escalates the case to a live agent.
2

Ticket Review

The system presents HILAs with key information to help them answer GenerativeAgent query:
Approver Mode Interface
The HILA application includes:
  • Transcript: Complete history of the customer interaction before GenerativeAgent raised the ticket
  • Context: Summarized view of key customer intents and topics for quick understanding
  • Customer information: Details such as customer name and account data if authenticated
  • Conversation thread: Real-time view of the approver phase showing all approved messages, edits, and system messages
  • Assignment timer: Tracks how long the assigned HILA has worked on the ticket
3

HILA Approval

Unlike regular HILA, where agents provide guidance, in Approver Mode, HILA can do one of four things when a GenerativeAgent utterance comes for approval:
  1. Accept the utterance as the most appropriate next response to the customer
  2. Review the utterance and make necessary changes before sending it to the customer
  3. Transfer if the situation requires escalation to a live agent for deeper support
  4. End the ticket if GenerativeAgent resolves the conversation or escalates
4

GenerativeAgent Continues the Conversation

Based on the HILA’s action, GenerativeAgent will continue the conversation and reach out to HILA (Approver Mode) for subsequent messages.HILA and GenerativeAgent conversations need to be quick since there is a customer waiting for resolution on the other side. To support this, there are real-time notifications to ensure that HILA doesn’t miss any new messages from GenerativeAgent.

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What Can Be Fine-Tuned?

Using Approver Mode, every agent correction becomes valuable feedback to improve GenerativeAgent over time. Today, we primarily use these edits to align GenerativeAgent’s responses with your brand voice and the communication style of your best agents. Additionally, agent interactions generate insights that inform future improvements, such as:
  • Knowledge Access: Identify which APIs, knowledge base articles, or system data agents reference, helping refine task instructions
  • Content Gaps & Escalation Patterns: Spot where agents frequently intervene or escalate, highlighting areas where task instructions or fallback behavior can be improved
These signals help build toward more confident, autonomous operation over time.

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Next Steps

After setting up Approver Mode, you can enhance your human-in-the-loop capabilities:

Human-in-the-Loop

Learn about the core HILA capabilities and how to incorporate it into your use cases.

Task and Function Improvements

Learn how to improve GenerativeAgent’s tasks and functions.

Configure GenerativeAgent

Learn how to configure GenerativeAgent tasks for your use case.

Go Live

Follow steps and best practices to launch your GenerativeAgent deployment in production.