Hi there, @Petar_Dietrich 
Please let me step in for Helga.
To fix the issue when the AI agent offers to complete the booking right in the widget, please try to use a more specific prompt:
If a user asks to schedule an appointment or booking, provide only relevant booking links or contact details. Do not offer to complete booking right in the chat.
Regarding the verbose replies, could you please share an example of such a response after adding Helga’s prompt to the Instruction? I’ll be happy to look into this 
As for routing the people to a specific email address/contact channel, I am happy to say that we’ve just released this feature - AI Chatbot: Let users take specific actions right in the chat and contact human!🔥.
You can add different Action buttons and set when they should appear:
Check the Changelog post and feel free to ask any questions. I’ll be happy to advise 