> ## Documentation Index > Fetch the complete documentation index at: https://docs.duvo.ai/llms.txt > Use this file to discover all available pages before exploring further. # Designing Human-in-the-Loop Workflows > Decide where humans belong in the loop, choose the right approval shape, and set escalation thresholds before an incident reaches production. This guide helps you decide where humans belong in the loop, choose the right approval shape, and set escalation thresholds before you encounter an incident in production. For a reference on the mechanics of creating approval requests — how to write AOP instructions, respond via Slack, or manage Requests — see [Human-in-the-Loop](/user-guide/assignment-features/human-in-the-loop). ## When to Add an Approval Step Not every step needs human review. Use this risk framework to decide where approval gates add genuine value and where they only add friction. ```mermaid theme={"dark"} flowchart TD A[Agent is about to take an action] --> B{Irreversible external?
Tier 1} B -->|Yes| G[Always gate] B -->|No| C{Destructive internal?
Tier 2} C -->|Yes| G C -->|No| D{High-value transaction?
Tier 3} D -->|Above threshold| G D -->|No| E{Ambiguous interpretation?
Tier 4} E -->|Low-confidence match| G E -->|No| F{Routine and reversible?
Tier 5} F -->|Yes| H[Skip the gate] F -->|No| G ``` ### Risk tier framework | Tier | Action type | Examples | Default stance | | -------------------------------- | ------------------------------------------------- | ----------------------------------------------------------- | ------------------------------ | | **1 — Irreversible external** | Sends something that cannot be recalled or undone | Outbound email, publish to public channel, submit a payment | Always gate | | **2 — Destructive internal** | Removes or overwrites data | Delete records, overwrite fields, archive items | Always gate | | **3 — High-value transaction** | Financial or compliance impact above a threshold | Approve purchase order, grant access, sign contract | Gate above threshold | | **4 — Ambiguous interpretation** | Agent cannot reliably determine intent | Categorizing a one-off case, routing to the right team | Gate on low-confidence matches | | **5 — Routine and reversible** | Can be corrected without consequence | Tagging a record, updating a status, creating a draft | Skip the gate | A practical starting point: start with an approval gate on all Tier 1 and 2 actions. Remove gates only after you have observed that a branch never produces surprises. ### Decision criteria by action category | Category | Gate? | Notes | | ---------------------------------- | ----------- | -------------------------------------------------------------- | | Send email to external recipient | Yes | Include recipient, subject, and full body in the request | | Post to a public Slack channel | Yes | Include the channel name and draft text | | Submit a financial transaction | Yes | Include amount, recipient, and reference number | | Modify or delete a customer record | Yes | Include the record ID and the proposed change | | Reply to an internal thread | Usually not | Gate only if the reply is policy-sensitive | | Tag or label a record | No | Reversible; iterate without a gate | | Create a draft (not sent) | No | Show in the approval request instead of gating during creation | ## Choosing the Right Approval Shape The Human-in-the-Loop connection supports three request types. Picking the right one keeps operators efficient and prevents ambiguous responses. Use when the agent has already determined what to do and just needs a go/no-go before acting. **When it fits:** The agent is about to send an email, submit a payment, or delete a batch of records. **AOP pattern:** ``` Before sending the email, request approval. Set the title to "Send to [recipient] — [subject line]". Include the full email body in the description. Only send after approval. If denied, ask what to change and revise. ``` Use when the right next step depends on context the agent does not have, and the options are well-defined. **When it fits:** The agent needs to route a case, choose a tone, or decide between two valid policies. **AOP pattern:** ``` If the invoice currency does not match the vendor's default, ask: (a) Convert to USD at today's rate and continue (b) Flag for manual review by the finance team (c) Reject and return to sender with a note ``` **Design rules for good options:** * Keep option labels short and action-oriented. * Make options mutually exclusive — if they overlap, the operator will guess. * Do not add an "Other" option unless you also tell the agent what to do with a free-text answer. Free-text operator input makes sense when the operator needs to supply content, not just choose a path: dictating a reply, providing context about an anomaly, or overriding a specific field value. **Risk:** Free-text answers must be parsed by the agent in its next step. If the agent expects a decision but gets prose, it may misinterpret. Only use free-text when the agent's AOP explicitly handles open-ended input. **Common mistake:** Using a free-text question where a structured Question would do. Structured options are faster for operators and produce more reliable downstream behavior. ## Designing Fallback and Escalation Behavior Every approval gate needs an explicit answer to "what happens if no one responds?" Without a defined fallback, the agent stalls indefinitely or makes an unsafe assumption. ### Timeout → escalate or fail-safe Decide up front: if the operator does not respond within a reasonable window, should the agent escalate or default to the safe action? **Escalate pattern:** ``` Request approval with a 4-hour timeout. If not approved within 4 hours, ask the account manager: [same options]. If still no response after 24 hours, cancel the action and notify the original requester. ``` **Fail-safe default pattern:** ``` Request approval before sending the refund. If not approved within 2 business days, cancel the refund and log the reason as "Approval timeout". ``` Use the escalate pattern when delay is costly (outbound communications, time-sensitive transactions). Use fail-safe defaults when the safe outcome is to do nothing and revisit manually. ### Repeated rejection → halt If the operator rejects the same action multiple times, the agent has likely misunderstood the requirement. Continuing to loop wastes operator time. ``` If the approval is denied twice in a row for the same case, stop and add a note: "Halted after two rejections — requires manual review." Mark the case as Failed. ``` ### Multi-tier escalation For high-stakes workflows, define a clear escalation chain so a request never hangs waiting for a single person. ``` Request approval from the team lead. If not answered within 2 hours, escalate to the department head. If not answered within 24 hours, escalate to the account manager and halt processing until resolved. ``` Keep escalation chains short. More than three tiers signals a process that is not well-defined. ## Using Queue to Manage Exceptions at Scale When an agent processes many cases, Requests becomes a bottleneck. The [Queue](/user-guide/assignment-features/case-queue) is the right tool for managing exceptions across high-volume workflows. ### Triage pattern 1. **Consumer agent** processes cases automatically. 2. Cases that need a human decision surface as **Needs Input** in the queue. 3. An operator reviews the **Needs Input** filter, responds in the case detail panel, and the agent resumes. 4. Cases the agent cannot resolve at all land as **Failed** — the operator reviews, updates the case data, and retries. This separates routine processing from exception handling: the agent handles volume, the operator handles judgment calls. ### Bulk delegation for surges When a backlog of Needs Input cases accumulates, you can select multiple cases and delegate them to a specialist agent — one designed specifically for exception handling — rather than asking one person to respond to dozens of individual HITL requests. ### Aging and escalation logic For cases that sit in Needs Input beyond an acceptable window: ``` After processing the case, if it moves to Needs Input, postpone it for 24 hours. On retry, check whether the human has responded. If not, escalate to the team lead by asking a question: (a) Proceed with the default option, (b) Assign to a specialist, (c) Close the case. ``` ## Ramping Toward Safe Autonomy The goal is not maximum oversight — it is the right level of oversight. As an agent matures, you should expect to remove approval gates where they no longer provide signal. When you first deploy an agent, add approval gates on all Tier 1-2 actions and any branch where you are unsure what the agent will do. After a few weeks of production traffic, review the pattern of approvals and denials in Requests or the Runs list. Estimate the approval rate per gate. * **Approval rate above \~95%**: The agent is getting it right consistently. Consider removing the gate and trusting the output directly. * **Approval rate below \~70%**: The agent is frequently wrong. Refine the AOP before removing the gate. * **High denial rate with a consistent pattern**: The agent is doing the same wrong thing repeatedly. Update the AOP to correct the root behavior. Remove gates one at a time, in order of confidence. Monitor the next two weeks of output. If quality holds, the gate can stay removed. **Do not remove a gate** if: * The action is irreversible and errors are high-cost. * Volume is too low to measure a meaningful approval rate. * You have changed something in the connected systems recently. Re-add approval gates when: * You modify the AOP in ways that could affect the gated branch. * The agent gains access to a new system. * Volume increases significantly (edge cases appear at scale that were rare before). * Approval rate drops during a quarterly review. **Quarterly cadence:** Review approval rates for all agents in production. Prune gates with consistently high approval rates. Re-add gates on branches that have drifted. ## Worked Examples The agent auto-handles low-value expenses and escalates high-value ones through a structured flow. ``` Process each expense report: — Under $200: approve automatically and update the status. — $200–$1,000: request approval. Title: "Approve expense — [employee] — $[amount]". Description: employee name, department, line items. If denied, return to the employee with the reason. — Over $1,000: ask whether to (a) approve, (b) deny, or (c) escalate to the finance director. If no response within 1 business day, escalate automatically. ``` See the full tutorial: [Expense Report Approval](/user-guide/examples/expense-report-approval) The agent drafts a reply and holds it for review before sending. ``` Draft the reply email. Request approval before sending. Title: "Send reply to [customer name] — [ticket ID]". Description: the full draft email body. If approved, send immediately. If denied, ask: (a) Revise the tone to be more formal, (b) Revise the tone to be more empathetic, (c) Escalate to the account manager. Regenerate based on the selected option and request approval again. ``` See a related example: [Reviewing Drafts Before Sending](/user-guide/examples/reviewing-drafts-before-sending) The agent follows up on outstanding purchase orders and escalates if no response arrives. ``` Send the follow-up email to the supplier. Request approval from the operations lead before sending. Title: "Follow-up: PO [number] — [supplier] — [days overdue] days overdue". If the approval request is not answered within 4 hours during business hours, escalate to the account manager with the same request. If still no response after 24 hours, send the email using the default template and log: "Sent without explicit approval after escalation timeout". ``` ## Related Reference for request types and responding via Slack, Teams, and Requests. Managing and responding to pending approval requests. Queue-based exception handling for high-volume workflows. Risk classification, hard caps, allow/deny lists, and kill switch procedures. Using HITL approval feedback to improve your AOP. Full tutorial showing threshold-based approvals. Full tutorial showing draft review before outbound communication.