You may need to direct your users to human agents in the bot flow. For this morph, the platform provides Transfer to Human functionality.
You can add this block in your bot flow when you want to lead your bot user to a human agent. You can give bot users an option to connect to a human agent or can trigger it based on the action of a user.
Example: If a user gives negative feedback, you can take him to a human agent to understand the reason for the bad experience or If a user selects in the bot menu that they need to talk to a human agent you can direct them to your team.