Hi there Have you thought about letting an AI Task decide what to do? Give it the whole conversation from the {{conversation.SummaryAgent.transcript}} and let it decide and you can also make it write a brief question from the transcript that you can send to the correct dept support email system. If you want the summary of the conversation instead you can use {{conversation.SummaryAgent.summary}} Make sure that you have the summary agent on and that you are giving it enough tokens and lines to generate a proper summary and transcript. https://botpress.com/docs/cloud/exporting-bot-data/exporting-conversations/from-the-bot/#using-the-summary-agent