Whenever a user requests for a human agent, you can use a transfer to human block in conversations to assign a user to a human agent where the agent can manually answer user queries. All the transferred chats are available in the Converse tab. The Converse Tab can be used by your executives to manually chat with the users.
You can place the transfer to human block wherever you want in your chat flow conversations.
To know more about the transfer to human block click here.
Also, to know more about Agent onboarding you can click here