# Chatbot - Using observers

The **Observer** is a feature that allows you to create an automation that **monitors the entire chatbot during the conversation**.

When the observer is activated, it **ignores the current flow the user is in** and directly executes the configured action. This allows certain words, numbers, or conditions **to take priority over any step in the bot**.

***

### 🔍 How the Observer Works

While the user interacts with the chatbot, the **Observer keeps monitoring all sent messages**.

If the configured condition is identified, the system:

1. **Interrupts the current flow**
2. **Ignores the questions or steps in progress**
3. **Immediately executes the defined action**

This behavior ensures that the user can **quickly access important actions**, without needing to follow the entire chatbot flow.

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### ⚙️ Usage Example

#### 👨‍💼 Talk to an agent

Imagine that the chatbot is asking qualification questions, such as:

* Name
* Phone
* Interest

But the customer does not want to keep answering and prefers to speak directly to an agent.

In this case, you can configure a **Observer** to identify when the user types:

```
9
```

When this happens:

* The chatbot **interrupts the current flow**
* The service is **directed immediately to the configured department**

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### 🛠️ When to use Observers

Observers are very useful for creating **shortcuts within the chatbot**, such as:

* 👨‍💼 Talk to an agent
* 📞 Request contact
* ❌ Cancel current flow
* 📍 Go to a specific department
* 🆘 Priority support

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✅ **Tip:**\
Use observers for actions that need to be **always available throughout the conversation**, ensuring more freedom and speed for the user.