What you see:   

• Agent Form Toggle:  Enables a form with agent-specific fields for smoother handoff. 
• Message When Agent Not Available: Custom message shown when no live agent is available. 
• Waiting for Agent to Transfer Message; Multiple customizable messages used while the bot connects the user to a live HR agent. 

Why it matters: 

• Defines when and how users get routed to human agents. 
• Sets expectations during wait time.  

What you need before this step:  

• Decide which details you want before escalation. 
• Agent availability hours.   

Outcome after action: 

• Smooth handover from bot → human.  

Best practice:  

• Always enable Message when Agent not available. 
• Add at least 2 waiting messages to reassure users.