Give repeated questions a useful answer
A customer wants to know your opening hours, what a service includes or how your support policy works. Salma can use selected knowledge sources to answer in conversation. You decide which information represents your business. This is useful for organisations that need better customer communication without an appointment-management system.
Keep the next step simple
Answering is only part of support. Salma can collect the contact details configured for your business and help the team understand the enquiry. Staff handover depends on the enabled capabilities. If nobody is available through the chat, the customer needs accurate contact instructions rather than a promise of an immediate colleague.
Know the boundary of this offering
Knowledge support does not include a scheduling calendar, service-resource management or automatic access to order systems. A policy document can explain your delivery rules, but it cannot prove that an individual parcel has shipped. Operational actions need a separately supported workflow or an agreed integration.