Can I set rules for when the bot should escalate a conversation to a live agent?

Yes, Brexa allows you to set specific rules for when the bot should escalate a conversation to a live agent. These rules can be based on various triggers, such as customer frustration, complex queries, or specific keywords that indicate the bot is unable to handle the issue. You can also configure the bot to offer escalation options after certain conditions are met, ensuring that customers receive timely and appropriate assistance. Setting these rules helps prevent customer dissatisfaction and ensures that the bot only handles queries within its capabilities.