Respond to a human intervention
When an agent pauses to ask a person, reply with context and attachments so the run continues.
A human intervention is a question an agent asks a person mid-run. The run waits at that step until someone replies.
Find interventions waiting on you
- The notification bell shows up to five open interventions assigned to you.
- Flagged Reviews > Human interventions lists every intervention you can see.
- The Human interventions tile on Active Work shows how many are past SLA.
- Email, if your organization has email set up and you haven't turned it off.
Reply
Open the intervention from the Review queue (or the notification bell).
- Open the intervention from the bell or the Review queue.
- Read Workflow context (what the agent was doing) and Request for review (its question and any files).
- Optional: under Suggested response, select Use this reply or a suggested choice. This only fills the reply box; nothing is sent yet.
- Write or edit your answer in Your reply. Markdown bold, italic, code, and lists work.
- Optional: attach files with the paperclip, or drag them onto the reply box.
- Select Send reply.
Sending closes the intervention. Its status becomes Completed and the agent continues the run. There is no separate approve or resolve button.
Attachments
Every file is scanned for malware before it can be sent. Each file shows Uploading, Scanning, then Ready. A file marked Quarantined must be removed before you can send.
| Default limit | Value |
|---|---|
| File size | 25 MB per file |
| Files per reply | 5 |
| Allowed types | PNG, JPG, GIF, PDF, DOCX, XLSX, PPTX, TXT, CSV, JSON |
| Retention | 30 days, then files are purged |
Your administrator can change these limits. See Set intervention SLAs and upload limits.
Statuses and SLA
| Status | Meaning |
|---|---|
| Awaiting response | Open and within its SLA. |
| Overdue | Past its SLA. AMC re-notifies, then escalates to the department fallback admin, then to the org admin. |
| Completed | Someone replied and the run continued. |
| Withdrawn | The run ended before anyone answered. No reply is possible. |
Who it's assigned to
The Assigned to bar shows the assignee. Unassigned means any manager of that department can respond. If a department has no managers, the intervention escalates to the org admin. Assignment is set per workflow (its Default assignee) or per run when it's started; it can't be changed from the thread.
Interventions handled in another system
Some workflows route interventions to ServiceNow, HubSpot, or Salesforce. Those threads show Continue this response in the other platform, with a button to open the ticket. Status syncs back to AMC automatically.
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Last updated 2026-10-21