What if someone uses abusive language?

Great question, Murtuza. Depending on the context of the conversation, the bot will use a combination of Haptik's Small Talk module (commonly known as chit-chat) to diffuse the situation and appropriately escalate the conversation to a live agent, without disrupting the end-user experience. You can read more about the small talk Module here - (you can read more about it here https://docs.haptik.ai/bot-builder/basic/smalltalk)