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Update Conversation AI Bot and Status - Workflow Action

Updated

Overview

The "Update Conversation AI Bot and Status" action allows users to designate a specific Conversation AI bot for a contact while automatically adjusting its status (Active or Inactive). This functionality simplifies bot management for individual contacts, ensuring seamless interactions based on their journey, predefined triggers, or custom criteria.

By automating both bot assignments and status updates, this feature removes the need for manual intervention, enhancing efficiency and optimizing workflow processes.

 

Action Name

Update Conversation AI Bot and Status

 

Action Description

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

 

  • Select a 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 Conversation AI bot interacts with contacts at an individual level.

 

Action Use Cases

  1. Assigning bots to individual communication channels.
  2. Assigning bots to customized trigger conditions, such as:
    • Appointments booked
    • Payments received
    • Forms submitted
  3. Assigning bots based on custom tags.
  4. Assigning bots using specific filter criteria or conditional logic (e.g., If-Else conditions).
  5. Assigning dedicated bots for specific live chat channels.

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

 

Key Notes

 

Channel Compatibility:
 Make sure the assigned bot has the appropriate channel activated. For instance, if a bot is designated to manage Facebook interactions, confirm that the Facebook channel is enabled for that bot.

Branching Logic:
 This action assigns a bot to a contact and instantly initiates branching based on the workflow logic. It does not wait for the full conversation to conclude before branching occurs.

 

Action Details

Keep Same: Keep same essentially means nothing changes and the existing bot will apply

 

Example & Scenarios 

 

Example 1: Dedicated Bot for Each Communication Channel

Scenario:
You want to assign a dedicated bot for a specific channel, such as SMS.

Solution:

  1. Pre-requisite: Create a workflow.
  2. Select the trigger, e.g., Customer replied via SMS.
  3. Add the action: Update Conversation AI Bot and Status.
  4. Choose the bot from the dropdown (e.g., SMS Bot).
  5. Set the bot’s status to Active.
  6. Publish the workflow.

This setup ensures that the SMS bot is assigned specifically to handle SMS-related interactions, creating a seamless experience for contacts.

 

Example 2:  Dedicated bot for each live chat channel 

 

Example 2: Assigning Bots Based on Tags

Scenario:
You want a bot to interact only with contacts that have a specific tag (e.g., “”Call Booked").

Solution:

  1. Pre-requisite: Create a workflow.
  2. Select the trigger, e.g., Contact added with Tag: Call Booked.
  3. Add the action: Update Conversation AI Bot and Status.
  4. Select the bot to assign.
  5. Set the bot’s status to Active.
  6. Publish the workflow.

This ensures personalised bot interactions based on the tags assigned to your contacts.

 

Example 3: Bot Activation Based on Payment Status

Scenario:
You want the Conversation AI bot to interact only with contacts who have completed a payment.

Solution:

  1. Pre-requisite: Create a workflow.
  2. Add the trigger, e.g., Payment Received.
  3. Add the action: Update Conversation AI Bot and Status.
  4. Select the bot, such as Sales Bot.
  5. Set the bot’s status to Active.
  6. Publish the workflow.

This setup ensures that only paying customers receive communications from the Sales Bot, enhancing relevance and efficiency.

 

Additional Notes:

  • You can assign multiple bots for different live chat channels, with each bot dedicated to a specific channel.
  • Bots can be dynamically updated based on evolving criteria or workflows, allowing for greater customization and control.