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Overview Let the bot handle common inquiries while alerting agents when human intervention is needed.

Bot Functionality

• Auto-responds using Dialogflow intent matching.
• Triggers “agent-needed” alerts only when an answer isn’t found.
• Supports message handoff with agent takeover via dashboard switching.
• Accepts advanced rich content: attachments, surveys, media embeds.

Best Practices

• Pre-fill FAQs as intents with samples of user phrasing.
• Ensure agents know how and when to take control.
• Use the dashboard to follow conversations and export transcripts.