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.

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🔍 How the Observer works

While the user interacts with the chatbot, the Observer monitors all messages sent.

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:

• First name

• Phone

• Interest

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

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

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When that 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.