Hello, how are you? I have implemented my chatbot on my Instagram account and I’m using HITL for cases where the customer explicitly requests to speak with a human advisor. However, I’m facing a different scenario. There are situations where, in order to shorten the conversation or handle it more efficiently, I want to proactively take over the conversation myself, without the customer asking for human support. What I would like is the following behavior: when I (the human advisor) send a message directly in the chat, the chatbot should automatically stop responding and remain muted until I explicitly re-enable it. This way, when the customer replies to the human, the chatbot does not interfere during the human support session. From my testing, it seems that the chatbot does not detect messages sent by a human from the same Instagram account it is responding to, and therefore it cannot automatically pause or mute itself. Is there any supported way to achieve this behavior in Botpress, especially for Instagram integrations? Thank you very much!

Whats your workspace ID?

Just to clarify, the core issue is not HITL itself. What I’m trying to achieve is the ability for a human advisor to proactively take over the conversation by sending a message directly in the chat, without the user explicitly requesting human support. Ideally, when a human message is sent from the Inbox (Instagram), the bot should automatically mute itself or trigger HITL, so it does not continue responding while the human is talking. From my testing, it seems that messages sent by a human advisor from the same Instagram conversation are not detectable by the bot or the workflow, so the bot cannot react to them.

The thing is you don't have access to HITL because you are on a community plan @silly-doctor-18707

But this part of the workflow functions correctly. When the user requests assistance from a human advisor, the hitl is activated and then closes correctly. Is there a way to make the bot mute itself when the human advisor writes in the chat without using Hitl? Or with the Hitl Plus plan, can what I need be done? https://cdn.discordapp.com/attachments/1464421081308725332/1465378626001440788/image.png?ex=6978e3b1&is=69779231&hm=f42ec1b4b755ae1d6663aa79d0c8e0bc36b5382efe13d7a42136f4729cd85743&

I understand but it's not implemented. It's not transferring it to a human as the dashboard isn't active. Normally when HITL takes over the bot stop responding to the conversation (as it's in the hands of a human) so I am sure it will be fixed.

Got it, thanks for the clarification. Just to confirm one last thing, if i upgrade to plus plan, can a human advisor proactively take over the conversation directly from Instagram or WhatsApp, and the bot will remain silent until the conversation is returned to the bot? without using botpress panel.

Correct!

Ok, thankyou Ross