Yeah this is a pretty common gap with BotPress, especially if you want something simple without going heavy like Intercom or HubSpot. I can help you set up a lightweight HITL flow where agents get notified and can jump in seamlessly without losing context, while keeping it really easy for your support team to use. I’ve done this for a few SMB setups so it stays clean without overengineering it, quick one, where do you want your team replying from, Slack or a shared inbox? @square-yak-72121