Human-in-the-Loop Review
Human-in-the-loop (HITL) review holds an agent's draft so a person can check it before it reaches a customer. This page shows how to turn review on, where drafts wait, and what each review action does.
Turn review on or off
- In the sidebar, go to Automation > AI Agents and open the agent.
- Expand Settings.
- Turn on Require Human Review. Some agents call this setting Enable Human Review or Human Review.
- In Assign To (Assign Reviews To on some agents), choose the team member who reviews drafts.
Review is on by default for the Pre-Sales, Lead Qualification, Sales Closer, Customer Success, Customer Service, Deal Follow-up and Executive Assistant agents. When review is off, the agent sends drafts without review. When the Pre-Sales, Lead Qualification, Sales Closer, Customer Success or Customer Service agent escalates a conversation, it still creates a task for a person, whether review is on or off.
What gets held
Agents hold drafts in different ways:
- Some agents, such as Customer Service, Pre-Sales and Executive Assistant, hold every draft while review is on.
- Sales agents, such as Sales Closer and Lead Qualification, send routine replies and hold only the drafts that need a person.
What a chat visitor sees
When an agent holds a chat reply, the visitor gets a short holding message straight away. If Outrun does not have the visitor's email address, the message asks for it so the team can follow up.
Review a draft
The reviewer is notified when a draft is waiting. Drafts waiting for review appear in the Action Centre in the sidebar, with a count of open items.
Open a task to see the conversation Context and the Draft Response from the agent. Then choose an action:
| Action | What it does |
|---|---|
| Approve & Send | Sends the draft as written. |
| Edit & Send | Lets you change the draft, then sends your version. |
| Rerun | Runs the agent again and replaces the draft on the same task. |
A review of a filled-in form that filled in nothing cannot be approved. Outrun shows why, and you can skip it or handle it by hand.
If the wrong agent handled the conversation, select Wrong Agent? and choose the agent that should have handled it.
How reviews improve later drafts
Each draft you approve or edit in the Action Centre becomes an example for the agent that wrote it:
- Approve & Send records the draft as a good example.
- Edit & Send records your edited version as a correction.
When that agent drafts a reply to a similar message later, it uses these examples. Examples from one agent are never used by another agent.
To see the examples, go to Automation > AI Agents and open the Corrections tab. It shows Trained Examples, Corrections, Endorsements and Agents Trained.
Note: Examples help with specific cases. If an agent repeats the same kind of mistake, fix its instructions or knowledge instead of correcting each draft.
Recommended rollout
- Start with review on, so you see every draft the agent writes.
- Edit drafts that are wrong, so the agent gains examples.
- When the agent's drafts no longer need edits, decide whether to turn review off for that agent.
