Embedded operator chat in an HITL task

What for: this guide shows how an operator in Tasks sees the same customer dialog as in the agent chat and replies from the task card using the same chat UI as in Flows.

Problems it solves: without an embedded chat, operators switch between services and cannot see the full customer–agent conversation in one place.

Result: the operator reads history, sends a reply from the task card, and the customer immediately sees the message in their chat.

Step 1. Open the operator task with embedded chat¶

In Tasks, open the operator handoff card. The center shows Conversation with user: the same chat the customer has in Flows, including history before the handoff.

Step 2. Claim the task and check the composer¶

Click claim on the task card. The chat shows the input field and send button — the same composer as in Flows and embed chat. The operator messages the customer directly.

Step 3. Send a reply to the customer¶

Type your message and send. It appears in the task chat as an operator reply — no separate window and no copying from another service.

Step 4. Verify the reply in the customer chat¶

Result demonstration. Return to the customer agent chat: your operator reply is already visible. The customer receives the message immediately, without waiting for the task to close.

Summary. You can now use the embedded chat on an HITL task: read full history, reply with the same composer as in Flows, and see the result in the customer chat in real time.