How to handle a human intervention request

You handle a request by reading the context, replying to the candidate yourself and clicking Mark as handled.

Where to find it: sidebar → Intervention requests → open the request

Request statuses

Steps

1. In the Pending tab, open the request.
2. Read the chat. The message that triggered the request has a label with the reason.
3. At the top, check the request status, the chat status and the candidate status.
4. Reply to the candidate. As soon as you step in, the request moves to In progress.
5. If the chat has expired, click Choose template and send a template.
6. Solve the issue: clear up any doubts or bring the conversation back on track.
7. Click Mark as handled at the top right.

Good to know

• At the bottom you see This conversation is managed by you. with a toggle. If you turn it back on, the agent takes over the chat again: right away if it's its turn to write, otherwise when the candidate replies.
• After 24 hours of inactivity the chat expires: the first message must be a template.
• You also have the chat's Quick actions: Stop assessment, Invite to interview, Close conversation and blacklist the candidate. See Other actions you can take from the candidate's chat.
• Always mark requests as handled. This keeps the Pending tab clean.
• Read the whole chat before replying, so your answers stay consistent.