People have the right to know whether they are talking to a person or to software. The European AI Act requires that disclosure. A ZelixAI bot makes clear from the first message that it is an AI assistant.
If you have set up hand-over to an agent and someone is available, the conversation can move to a person. The agent sees the conversation so far, so the visitor does not have to repeat anything. The notice that the earlier part came from a bot stays visible.
Conversations are stored in your own database. In the portal you can read back what the bot answered.