What a human intervention request is and how it differs from the Inbox
When the agent stops and asks for a person, what happens to the chat, who gets notified, and how it differs from the Inbox.
Updated on Oct 12, 2026
A human intervention request is created when the agent stops and hands the conversation over to a person. All requests are gathered on the Human action requests page.
Where to find it: sidebar → Notifications → Intervention requests. The red number shows the requests to handle.
When a request is created
When a human intervention rule is triggered:
- Request to speak with a human: the candidate asks for a person;
- Protected categories: the candidate says they belong to a protected category;
- Aggressive or frustrated tone: the candidate is hostile or irritated;
- a rule you created in Agent (e.g. questions about the contract).
What happens when it's created
- The agent stops.
- The request appears on the page with the status Pending.
- In the Inbox, the chat has the status Human intervention required.
- From that moment on, you handle the conversation.
Who gets notified
When a human intervention request is created, the campaign owner and all its collaborators get a browser notification. It can't be turned off.
Inbox or human intervention requests?
| Inbox | Human intervention requests | |
|---|---|---|
| What you work on | The whole conversation | A single event to handle |
| How many times you see the candidate | One chat per person | One request for each critical moment |
| When you use it | Day-to-day work on candidates | The agent has stopped and a person is needed |
Example: a candidate gets stuck twice. In the Inbox you see a single chat. Among the requests you see two.
Good to know
- In the chat, the message that triggered the request has a label with the reason.
- The same candidate can have several requests.
- The rules that create requests are set in Agent. See How to set up human intervention rules.
- You can hand the chat back to the agent by turning the toggle at the bottom back on. If it's the agent's turn to write, it restarts right away; if it's waiting for the candidate's reply, it restarts when the candidate replies.
Common issues
Why did the agent ask for a person? Open the request and look at the reason label. If a rule that's too generic was triggered, make it more specific in Agent.
I got a notification: the candidate wants to talk to a person. Open the request in the app and reply. If the chat has expired, use a template.
I see the same candidate several times. That's normal. Each request is a different event in the same chat.