It is possible to have the chatbot direct the customer to an employee for certain questions. This article tells you how to set this up.
Note: this article is about the Legacy chatbot. Are you looking for articles about the Pulse chatbot? You can find them here.
Forwarding directly to an employee is useful, for example, when a question is very specific, or when the customer has a complaint. You can also use the feature as in the example below. If someone asks if they can speak to an employee, the chatbot can directly forward your customer.
