1. Why does it show us that a new conversation has been received, yet when we try to search for it we are unable to find it?

To make sure that the call reaches the relevant place, find out if during the conversation the customer needs another answer from the customer to continue the call from a bot. The customer's approval to go to a customer service agent is also needed so the conversation can be seen in Active Conversations and can be answered as well.

2. Is there an option to send files using the bot's automated response process?

Yes, we enable sending files automatically using the bot, such as customers filling out forms, approvals, etc., through the Bot's Knowledge Base by uploading the relevant file.

3. Why does the bot transfer an inquiry to the status "assistance unnecessary" automatically?

In the Bot settings, the settings currently stipulate that after X number of seconds of lacking a response on the part of the customer it detects inactivity, therefore it forwards the relevant inquiry to inactive status. You can change it in the settings and set a different time limit at your discretion.