Automated Conversation AI Bot Assignment and Status Control

What’s New?

We’ve implemented the “Update Conversation AI Bot and Status” function, empowering users to designate specific Conversation AI bots to contacts and alter their status (Active or Inactive) automatically. This feature enhances bot management, ensuring effective and personalized responses according to workflows, triggers, or custom criteria. By automating bot assignments and status updates, it eradicates manual labor and boosts workflow efficiency.

How it Works?

Action Name – Update Conversation AI Bot and Status

Action Description

The “Update Conversation AI Bot and Status” function enables users to:

• Choose a specific Conversation AI bot for a contact.
• Alter the bot’s status to Active or Inactive based on workflows or triggers.

This function provides precise control over the timing and manner of bot interactions with individual contacts.

Use Cases

Here are some main scenarios where you can utilize this feature:

• Associating bots to individual communication channels (e.g., SMS, Facebook, Email).
• Utilizing trigger conditions to allocate bots, for example, ( Appointments booked , Payments received, Forms submitted.)
• Assigning bots based on custom tags, for instance, “Call Booked”
• Distributing bots dynamically utilizing filter criteria or conditional logic (e.g., If-Else conditions)
• Designating dedicated bots for specific live chat channels (e.g., Messenger, WhatsApp).

Following a bot assignment, you can view the allocated bot to contact in the conversation tab.

Key Notes

Channel Compatibility:

Ensure the designated bot has the corresponding channel enabled. For instance, if you assign a bot to manage Facebook interactions, confirm that the Facebook channel is enabled for that bot.

Branching Logic:

This action designates a bot to a contact and immediately branches out in line with workflow logic. It doesn’t wait for the entire conversation to complete before branching out.

Examples & Scenarios:

Example 1: Dedicated Bot for Each Communication Channel

Scenario:

• Allocate a bot specifically for SMS interactions.

Solution:

• Create a workflow.
• Select the trigger, e.g., Customer replied via SMS.
• Include the action: Update Conversation AI Bot and Status.
• Select the bot (e.g., SMS Bot).
• Set the bot’s status to Active.
• Publish the workflow.

This guarantees the bot is allocated to manage only SMS-related interactions, providing a smooth experience.

Example 2: Dedicated Bot for Live Chat Channels

Scenario:

• Allocate a bot to manage interactions on a live chat channel (e.g., Facebook Messenger).

Solution:

• Create a workflow.
• Select the trigger, e.g., Customer initiated chat on Facebook Messenger.
• Add the action: Update Conversation AI Bot and Status.
• Select the bot (e.g., Messenger Bot)
• Set the bot’s status to Active.
• Publish the workflow.

This ensures the Messenger bot is committed to managing live chat interactions on Facebook.

Example 3: Allocating Bots Based on Tags

Scenario:

• Allocate a bot to contacts with a specific tag (e.g., “Call Booked”).

Solution:

• Create a workflow.
• Select the trigger, e.g., Contact added with Tag: Call Booked
• Add the action: Update Conversation AI Bot and Status.
• Select the bot (e.g., Call Bot).
• Set the bot’s status to Active.
• Publish the workflow.

This arrangement facilitates personalized bot interactions for contacts tagged with “Call Booked.”

Example 4: Bot Activation Based on Payment Status

Scenario:

• Activate a bot only for contacts who have completed a payment.

Solution: