The Human Text Initiator (HTI) service enables agents to manually launch text messages after they confirm the phone number using a mouse click. Agents using the HTI desktop to launch manual text messages are often referred to as Clicker or HTI Agents. Clicker Agents are signed in to the HTI service to manually select and launch text messages from the HTI desktop. The HTI service enables agents other than Closer Agents to reply to SMS messages. Closer Agents are not required to launch the SMS messages.

  • When you are logged in to an HTI service, you cannot switch to other service types, but only to other HTI services.
  • HTI Clicker Agents can place themselves into a Not Ready state (including break codes, if enabled) as needed.  When Clicker Agents are in the Ready state, they can continue to manually initiate text messages. 

  • Permitted users (Supervisors) can change the status of HTI Clicker Agents from the Agent Panel within the LiveVox Portal (LVP).  For more information about status changes, review Status Updates, Service Switch and Messages by Manager.

To sign in to an HTI service, select HTI service from the Service drop-down menu in the sign-in screen, as shown below.

Once logged in as a Clicker Agent, you are presented with the HTI desktop. This interface allows you to launch text messages manually by clicking the Confirm button. The panel displays a list of phone numbers to be messaged in the Call Confirmation panel.