We’re connecting a custom CRM to a published Botpress Viber agent using Instagram DMs and Botpress Desk. Objective Staff should take over and reply from our CRM while AI remains paused. AI should resume only when staff explicitly select “Return to AI.” What works - Instagram DMs reach the CRM and Botpress. - The AI responds successfully. - Asking for a human triggers escalation and creates a Desk ticket. - The ticket can be assigned to our existing staff member. Problem Calling the native

desk-hitl#startHitl

action returns:

{"nextAction":"wait"}

However, the original Instagram conversation has: - `desk-hitl#deskMode`:

"deflect"

- `desk-hitl#ticketId`: populated - `desk-hitl#hitlActive`: absent The installed plugin’s tag definition describes

hitlActive="true"

as the signal used to stop the bot replying during human handling. Our CRM therefore cannot confirm the pause and blocks staff sending. Already tested 1. Built-in escalation following a request for a human. 2. CRM-triggered native

startHitl

. 3. Assigning the Desk ticket to an existing staff member. 4. Native

stopHitl

, followed by a fresh

startHitl

cycle. The pause flag remains absent. We have not manually written pause tags or bypassed verification. For context, Meta delivers incoming messages to our CRM, which stores them and forwards eligible test messages to the Botpress Instagram webhook. This is currently limited to one consenting test conversation. Questions - What exactly does

nextAction: "wait"

mean? - Is

desk-hitl#hitlActive

the supported pause signal for a current Viber agent? - If another signal or API should be used, which one? - Is an additional setup step required for native pause and release when staff use an external CRM?

nextAction: "wait" means the handoff flow is waiting, but it doesn't by itself confirm that the AI is paused. Botpress Desk HITL configuration and conversation state need to be verified. I can help debug the hitlActive flag, validate the pause/resume flow, and ensure staff can reply through your CRM until they explicitly return control to AI. @fierce-notebook-67514

Yes, please help debug it. The Desk ticket is created and can be assigned, but desk-hitl#hitlActive remains absent. This persists after native stopHitl followed by a fresh startHitl. Which exact configuration or conversation-state fields should we check, and what supported API or signal should our external CRM use to verify pause and resume? Please provide the specific diagnostic steps.

Check DM