Shiyu Zhu

Hi Shiya, Referring to your message here -

Have you tried adding a transfer to agent step after article suggestions as a way to prevent end-users floating in limbo?

I am unable to configure another step after Articles suggestion, in order to transfer to an agent.

The transfer to agent step will be helpful after Articles suggestion, then I can add the form to collect ticket fields information from the end-users.

Instead of relying on the "Talk to Human" end of loop from Answer Bot which doesn't ask with the form.