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:
Interrupts the current flow
Ignores the questions or steps in progress
Immediately executes the defined action
This behavior ensures that the user can quickly access important actions, without needing to follow the entire chatbot flow.
⚙️ 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:
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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