yes, i can see how that could confuse a human or ai. The task is to: Transfer to our human director; IF they have time to talk to her right now. If not: then schedule an appt to talk to her. But ... if they decide to ask the ai questions; the ai can do so by tapping into the KNOWLEDGEBASE document. (which she does a great job of answering) But then, out of the blue; Ai just transfers the call! Not sure, how I would explain this in the easiest to understand way?