Human-in-the-Loop (HITL) enables organizations to add a human approval layer to AI Agent workflows. When a Response Agent encounters a configured action that requires review, such as creating a ticket, updating data, or executing a protected tool, the AI Agent pauses and creates an approval request instead of proceeding automatically. An authorized reviewer can then approve, reject, edit, or respond to the request based on the configured approval settings. Once a decision is made, the AI Agent resumes the workflow and continues processing accordingly.

Example use case

An AI Agent is configured to handle credit extension requests. Requests below a predefined credit limit are processed automatically, allowing tickets to be created without human intervention. However, requests that exceed the configured threshold require managerial approval.

When a high-value credit extension request is received, the AI Agent initiates a Human-in-the-Loop (HITL) approval process and pauses further actions until a decision is made. Once the request is approved, the AI Agent proceeds with ticket creation. If the request is rejected, the action is not executed.

This process helps organizations automate routine requests while ensuring that high-risk or sensitive actions are reviewed and approved before execution.

Prerequisites

Before configuring HITL, ensure that:

• An AI Agent is already created and configured.
• The AI Agent is configured as a Response Agent. Explore How to Configure Response Agent in AI Agent Assignment.
• The required tools have been configured for the AI Agent. Explore Configure AI Tools with AI Agent.
• Agent groups and assignment rules are configured if approval requests will be routed to specific groups.

Configuring Human in the Loop Approval

Follow the steps below to ensure this HITL works.

1. Enable HITL for Response AI Agent

HITL can be enabled for an individual AI Agent in the AI Agent builder portal. To enable HITL, follow the steps below:

1. Navigate to AI Center > AI Agents and Tools > AI Agents.
2. From the AI Agents list, click on the particular AI Agent you want to enable HITL for. You will be redirected to the AI Agent builder portal.
3. Click on settings for the particular AI Agent.
4. Navigate to the Instruction-Based Human Approval (HITL) and toggle it on. You can toggle it off to disable it anytime.
5. Click on confirm in the dialogue box. A new draft version of this agent will be created with Human-In-The-Loop enabled.
6. Click on save.

Explore the GIF below for more insights.

2. Configure Tools for Approval

You can require approval for individual tools used by the AI Agent in the AI Agent builder portal. Examples include:

• Create Ticket
• Update Ticket
• External integrations
• Administrative tools
• Custom MCP tools

When a protected tool is invoked:

Tool Execution
     
Human Approval Required
      
Agent Review
     
Approve / Reject / Edit
      
Resume Workflow

This ensures that sensitive actions are reviewed before execution. You can configure review actions for each tool as discussed below.

Configure Review Actions

Administrators can determine which actions reviewers are allowed to perform. From the AI Tools tab of the specific AI Agent, you can configure review actions for the linked MCP Tools and API Actions. Supported review actions include:

Once you have chosen the desired approval, click on update. Ensure the changes to the AI Agent are published to reflect the changes.

Explore the GIF file for more insights.

3. Configure Approvers for HITL

This is the final step of ensuring HITL works for the selected AI Agent. Approval requests can be assigned to specific users or groups.

Supported reviewer assignments include:

• Specific agents
• Specific agent groups
• Assigned agent
• Assigned group

You can select up to five agents and multiple groups depending on your approval requirements. Only configured approvers can approve or reject requests. Approvers for HITL can be configured for the Response Agent under AI Agent Assignment. Follow the steps below;

1. From your AI Agent Assignment configuration page, navigate to Response Agent.
2. Locate Human Approval (HITL)
3. Choose Approver Agents and Approver Groups then update the changes. Explore How to Configure Response Agent in AI Agent Assignment.

How HITL Works

The approval workflow follows these steps:

Customer Request
      ↓
AI Agent
      ↓
Protected Tool or Approval Rule Triggered
      ↓
Create Approval Request
      ↓
Await Agent Review
      ↓
Approve / Reject / Edit
      ↓
Resume AI Agent Workflow
      ↓
Return Final Response

During the review stage, the AI Agent remains paused until a decision is received.

Review an Approval Request

Pending approval requests can be viewed from:

• HITL Pending Approval (Home) Dashboard
  
  
  
  
  
• Associated Ticket Details page
  
  
  
  
  

When a new HITL request is created:

1. Open the approval request.
2. Review the customer’s request.
3. Review the proposed action.
4. Verify the data and intended outcome.
5. Select an appropriate action. Available actions are:
   • Approve
   • Reject
   • Edit
   • Respond

Please refer to the GIF below that summarizes how the HITL works.

The AI Agent resumes processing immediately after the decision is submitted.

Example Workflow

Consider an AI Agent configured to process credit extension requests.

The instructions specify:

Requests below 2000 credits can be automatically approved.

Requests above 2000 credits require human approval.

When a customer submits a request exceeding 2000 credits:

1. The AI Agent evaluates the request.
2. An approval request is generated.
3. The workflow enters Awaiting Agent Review status.
4. An authorized reviewer receives the request.
5. The reviewer approves or rejects the request.
6. The AI Agent resumes processing.

If approved:

Credit Request
      ↓
Approval Granted
      ↓
Ticket Created
      ↓
Confirmation Returned

If rejected:

Credit Request
      ↓
Approval Rejected
      ↓
Action Stopped
      ↓
Rejection Message Returned

Multiple Approval Requests

An AI Agent may generate more than one approval request during a workflow.

Example:

Customer Request
      ↓
Approval Request #1
      ↓
Approved
      ↓
Create Ticket Tool Triggered
      ↓
Approval Request #2
      ↓
Approved
      ↓
Continue Workflow

Each approval request must be reviewed independently before the workflow can proceed.

Best Practices

• Enable approval only for sensitive operations.
• Use tool-based approval for actions that modify data.
• Restrict approvers to authorized agents or groups.
• Review all proposed actions before approval.
• Use Edit instead of Approve when changes are required.
• Regularly review approval configurations and assignments.
• Test approval workflows before deploying them to production environments.

Troubleshooting HITL

Approval request was not created

Verify all of the following:

• The AI Agent is configured as a Response Agent.
• Instruction-Based Human Approval (HITL) is enabled.
• The affected tool is configured for approval (not set to No approval).
• The request matches the configured approval conditions (as defined in the agent instructions and tool selection).
• The AI Agent is active.

Response Agent is stuck in “Awaiting Agent Review”

Verify all of the following:

• An authorized reviewer is assigned (or no reviewers are selected and the reviewing agent has ticket edit permission).
• The approval request has not already been completed.
• The reviewer has permission to approve requests.
• The approval decision submission completed successfully.

Approver cannot approve a request

Verify the approver:

• Is included in the configured approver agent list, or
• Belongs to a configured approver group, or
• Is the assigned agent when assignment-based approval is used
• Has access to the ticket and the approval request

No agents can see the approval request

Verify all of the following:

• HITL is enabled for the Response Agent.
• Approver assignments are configured correctly.
• The assigned group contains active agents.

If no reviewers are configured, confirm that agents who should approve have ticket edit permission, since approval access falls back to that permission.

Response Agent performed the action without approval

Verify all of the following:

• HITL is enabled for the AI Agent.
• The tool is configured to require approval (not No approval).
• The action was executed by a Response Agent (HITL does not trigger for other agent types).
• The request met the approval conditions you defined in the instructions/tool usage.

Another approval request appeared after approval

This behavior is expected if the Response Agent triggers another protected tool after resuming.

Frequently Asked Questions

1. Which AI Agent types support Human-in-the-Loop (HITL) approvals?
   HITL approvals are supported only for Response Agents.

2. Will HITL work if enabled on a Background Agent or Orchestration Agent?
   No. If configured for Background Agents or Orchestration Agents, the approval workflow will not be triggered.

3. Can HITL be enabled for some tools and not others in the same Response Agent?
   Yes. Approval requirements are configured per tool under the AI Tools tab.

4. What happens while an approval request is waiting for review?
   The Response Agent pauses in Awaiting Agent Review and does not execute the protected tool action until a reviewer submits a decision.

5. Who can approve HITL requests if no approver agents or groups are configured?
   If none are selected, any agent with ticket edit permission can approve the request.

6. Can a reviewer modify the action before it runs?
   Yes. If the tool approval option includes Edit, the reviewer can modify the proposed action before execution.

7. Can a single customer request generate multiple approval requests?
   Yes. A Response Agent can generate multiple approval requests if multiple protected tools are triggered during the workflow.

8. What does the “Respond” action do?
   “Respond” collects reviewer input and the Response Agent resumes using that response as context for the next step in the workflow.

9. What happens if the approver is deactivated?

   • If an approver is deactivated after a Human-in-the-Loop (HITL) request has been created, the deactivated approver can no longer review or act on the request.
   • If other configured approvers or approver groups are available, they can continue processing the request.
   • If the approval request is assigned only to a deactivated approver and no other eligible approvers are available, the request remains in the Awaiting Agent Review state until an authorized approver reviews the request.

Related Articles

1. How to Configure Response Agent in AI Agent Assignment
2. How to Create an AI 2.0 Agent in BoldDesk