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GenerativeAgent enables the human-in-the-loop agent with user-friendly tools in an intuitive interface for an efficient and streamlined workflow. This guide outlines the steps to set up the HILA integration in your existing Salesforce implementation.

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Salesforce Setup

ASAPP’s HILA integration requires particular queues, flows, and channels to be set up in Salesforce by an administrator. Follow the steps below to configure your HILA integration.
1

Create a New Queue

Create a new queue with the settings below, add the necessary users or groups, and save.
  • Name: HILA Queue
  • Object: Conversation
2

Create a Record-Triggered Flow

Create a new record-triggered flow for routing. Activate the flow after saving.
  • Object: Conversation
  • Trigger: A record is created
  • Action: Assign to the HILA Queue created in Step 1
3

Create a New Channel

Navigate to Setup → Messaging Settings → New Channel. Activate the channel after saving.
  • Channel Type: Messaging for In-App and Web
  • Name: HILAChannel
  • Developer Name: HILAChannel
  • Routing Settings: Configure Omni-Channel Routing and select the Queue and Flow from Steps 1 & 2
4

Create an Embedded Service Deployment

  1. Navigate to Setup → Embedded Service Deployments → New Deployment.
  2. Under deployment type, select Messaging for In-App and Web.
  3. When prompted, choose Custom Client to integrate with your own web or mobile experience.
    • Your Deployment Name and API Name should match and reference HILA.
  4. Select the Messaging Channel you created in Step 3 and fill in the required fields. Once completed, click Publish to finalize the deployment.
5

Add the HILA Component to the Conversation Page

  1. Navigate to Setup → Object Manager → Conversation → Lightning Record Pages.
  2. Edit the record page layout, dragging and dropping your custom component from the package.
  3. Configure the component with the following settings:
    SettingValue
    HILA URLhttps://app.asapp.com/hila/ (production) or https://app.sandbox.asapp.com/hila/ (sandbox)
    Channel NamesComma-separated list of channel names for which to show the HILA iFrame
    Height600px minimum recommended; adjust based on your Salesforce layout
6

Provide ASAPP with Setup Information

Provide ASAPP with the following to complete the HILA setup:
  • Organization ID — Setup → Company Information → Salesforce.com Organization ID
  • Domain Name — Setup → My Domain → Current My Domain URL & Domain Suffix
  • API Name — The API Name defined in Step 4
ASAPP will complete the final setup on our end and notify you when the installation is ready. Once confirmed, initiate a test chat or call in GenerativeAgent while a user assigned to the HILAQueue is available and online.

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Using HILA in Salesforce

When customers interacting with GenerativeAgent reach a point that GenerativeAgent cannot solve on its own, GenerativeAgent will reach out to a Human-in-the-Loop Agent to complete the transaction. These escalation points are configurable and specific to your particular workflow.
At this point, GenerativeAgent opens a ticket in the HILA Component in Salesforce. Through Salesforce, Human-in-the-Loop Agents can:
  • Respond to GenerativeAgent
  • Transfer the conversation to a Live Agent
  • View the interaction thread history
  • Access relevant customer information and summarized conversation context
The numbered callouts in the component correspond to the following features:
  1. New request notification: The new HILA request pops up automatically.
  2. Component Loading: Agents will briefly see an ASAPP loading screen as the HILA component initializes.
  3. Ticket Assignment Timer: Tracks the time elapsed since the ticket was assigned to the Human-in-the-Loop Agent.
  4. Transfer: Allows the Human-in-the-Loop Agent to transfer the conversation from GenerativeAgent to a Live Agent.
  5. Context panel: Displays the summarized context of the request, the prior transcript, and the customer’s details.
  6. Prompt & Response: Indicates the specific assistance GenerativeAgent needs to unblock the customer. Human-in-the-Loop Agents respond here as they would to the customer directly — GenerativeAgent will use their response to formulate its own.
If the Human-in-the-Loop Agent is doing anything other than completing the transaction, select Request Info. Resolve will close the HILA chat fully.
The Human-in-the-Loop Agent’s response is only visible to GenerativeAgent (1). GenerativeAgent will use that response to inform its reply to the customer (2). At the end of the transaction, the Human-in-the-Loop Agent should Resolve the interaction. This closes the HILA case and returns the conversation fully to GenerativeAgent.