> ## Documentation Index
> Fetch the complete documentation index at: https://docs.asapp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# HILA in Salesforce

> Set up the Human in the Loop Agent (HILA) integration in your existing Salesforce implementation.

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.

## 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.

<Steps>
  <Step title="Create a New Queue">
    Create a [new queue](https://help.salesforce.com/s/articleView?id=platform.ls_create_queue.htm\&type=5) with the settings below, add the necessary users or groups, and save.

    * **Name:** HILA Queue
    * **Object:** Messaging Session
  </Step>

  <Step title="Create a Record-Triggered Flow">
    Create an [Omni-Channel flow](https://help.salesforce.com/s/articleView?id=service.omnichannel_create_cases_with_omni_flow.htm\&type=5) for routing. Activate the flow after saving.

    * **Object:** Messaging Session
    * **Trigger:** A record is created
    * **Action:** Assign to the HILA Queue created in Step 1
  </Step>

  <Step title="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
  </Step>

  <Step title="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.
  </Step>

  <Step title="Add the HILA Component to the Messaging Session Page">
    1. Navigate to **Setup → Object Manager → Messaging Session → 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:

       | Setting       | Value                                                                                         |
       | ------------- | --------------------------------------------------------------------------------------------- |
       | HILA URL      | `https://app.asapp.com/hila/` (production) or `https://app.sandbox.asapp.com/hila/` (sandbox) |
       | Channel Names | Comma-separated list of channel names for which to show the HILA iFrame                       |
       | Height        | 600px minimum recommended; adjust based on your Salesforce layout                             |
  </Step>

  <Step title="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 → Domain (Sites and Domains) → URL (which have Salesforce Sites Domain as Current Domain Configuration Option )
    * **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.
  </Step>
</Steps>

<Note>
  You must check the **Presence Status Settings** in Salesforce to ensure that Messaging channel is assigned to it. If it isn't assigned, you must add the Messaging channel and assign it to the specific Presence Status.
</Note>

***

## 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.

<Frame caption="GenerativeAgent initiating a HILA request mid-conversation">
  <img src="https://mintcdn.com/asapp/29cvCDICzMUI8luN/images/generativeagent/hila/salesforce-hila-ticket.png?fit=max&auto=format&n=29cvCDICzMUI8luN&q=85&s=5c5642a608b8560227b33be22f67565b" width="1308" height="504" data-path="images/generativeagent/hila/salesforce-hila-ticket.png" />
</Frame>

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

<Frame caption="The HILA component in Salesforce">
  <img src="https://mintcdn.com/asapp/29cvCDICzMUI8luN/images/generativeagent/hila/salesforce-hila-component.png?fit=max&auto=format&n=29cvCDICzMUI8luN&q=85&s=b3778d90877a36d2a0588547abdc2716" width="1999" height="959" data-path="images/generativeagent/hila/salesforce-hila-component.png" />
</Frame>

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.

<Note>
  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.
</Note>

<Frame caption="The Human-in-the-Loop Agent's response informing GenerativeAgent's reply to the customer">
  <img src="https://mintcdn.com/asapp/29cvCDICzMUI8luN/images/generativeagent/hila/salesforce-hila-response.png?fit=max&auto=format&n=29cvCDICzMUI8luN&q=85&s=03ab77af99ee752ccfcdb06c9f1cc9d9" width="1342" height="956" data-path="images/generativeagent/hila/salesforce-hila-response.png" />
</Frame>

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.