For example chatbot flow is asking them to know more about product features but user is interested in pricing. So user might type a query like "how much it would cost" or "What are the charges" etc. To automate responses of such queries, you can train the NLP engine with the sample FAQ queries. After that NLP engine will try to match the similarity of query with the training data you have provided(It does not do the exact matching). If it finds user's query closer to the training data, it would respond with the configured response automatically. Otherwise it will trigger the transfer playbook to transfer the chat to human.