Is answer bot programmable as a custom bot? For example, when questions are not solved solved by articles, I would like the requests to come in as triaged tickets, based on follow-up questions that the bot would ask. For example, if a customer requests to make a change to their flight itinerary, then we'd want the bot to ask them a set up sub-questions such as "do you want to change your outbound or return flight?" or "what is your new travel date?" and once these questions have been answered within the bot, it would come in as a triaged ticket, ready to be action-ed.
Furthermore, I was wondering if we can pull customer information directly from our app into the bot, so that the bot would know basic info about the customer's account.
Thanks for your help!
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