When I worked on a customer facing chatbot at my previous employer, we specifically wrote in the prompt "our customer service is not reachable by phone", and we

When I worked on a customer facing chatbot at my previous employer, we specifically wrote in the prompt "our customer service is not reachable by phone", and we tested that the chatbot was able to use that information and respond appropriately. But I guess you can't expect a tiny startup like Facebook to invest money into having 1 employee part-time tweaking the prompt of the chatbot to respond appropriately to commonly recurring user questions.