> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/topics/convert/chatbot/chatbot-common-questions/chatbot-using-observers.md).

# 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 bot step**.

{% embed url="<https://youtu.be/QCi3087ZM-s>" %}

***

### 🔍 How the Observer Works

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

If the configured condition is identified, the system:

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

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

***

### ⚙️ Usage Example

#### 👨‍💼 Talk to an agent

Imagine 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 with an agent.

In this case, it is possible to configure an **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**

***

### 🛠️ 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

***

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


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