Update Conversation AI Bot and Status - Workflow Action

Modified on Tue, 7 Jan at 10:03 AM

What's New?

We’ve introduced the "Update Conversation AI Bot and Status" action, allowing users to assign specific Conversation AI bots to contacts and update their status (Active or Inactive) automatically.

This feature streamlines bot management, ensuring efficient and tailored interactions based on workflows, triggers, or custom criteria. By automating bot assignments and status updates, it eliminates manual effort and improves workflow efficiency.

How it Works?

Action Name - Update Conversation AI Bot and Status

Action Description

The "Update Conversation AI Bot and Status" action allows users to:

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

This provides precise control over how and when the bot interacts with individual contacts.

Use Cases

Here are some key scenarios where you can leverage this feature:

Assigning bots to individual communication channels (e.g., SMS, Facebook, Email).
Using trigger conditions to assign bots, such as: ( Appointments booked , Payments received, Forms submitted.)
Assigning bots based on custom tags, such as "Call Booked"
Assigning bots dynamically using filter criteria or conditional logic (e.g., If-Else conditions).
Assigning dedicated bots for specific live chat channels (e.g., Messenger, WhatsApp).

After a bot is assigned you can see the assigned bot to contact in conversation tab

Key Notes

Channel Compatibility:

Ensure the assigned bot has the corresponding channel enabled.

For example, if you assign a bot to handle Facebook interactions, verify that the Facebook channel is enabled for that bot.

Branching Logic:

This action assigns a bot to a contact and immediately branches out based on workflow logic.

It does not wait for the entire conversation to complete before branching out.

Examples & Scenarios

Example 1: Dedicated Bot for Each Communication Channel

Scenario:

Assign a bot specifically for SMS interactions.

Solution:

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

This ensures the bot is assigned to handle only SMS-related interactions, providing a seamless experience.

Example 2: Dedicated Bot for Live Chat Channels

Scenario:

Assign a bot for handling 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.
Choose the bot (e.g., Messenger Bot).
Set the bot’s status to Active.
Publish the workflow.
This ensures the Messenger bot is dedicated to handling live chat interactions on Facebook.

Example 3: Assigning Bots Based on Tags

Scenario:

Assign 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.
Choose the bot (e.g., Call Bot).
Set the bot’s status to Active.
Publish the workflow.
This setup enables 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:

Create a workflow.
Select the trigger, e.g., Payment Received.
Add the action: Update Conversation AI Bot and Status.
Choose the bot (e.g., Sales Bot).
Set the bot’s status to Active.
Publish the workflow.
This ensures the Sales Bot communicates only with paying customers, enhancing relevance and efficiency.