Update Conversation AI Bot and Status [Workflow Action]

TABLE OF CONTENTS

Overview

The "Update Conversation AI Bot and Status" action enables users to assign a specific Conversation AI bot to a contact and automatically update its status (Active or Inactive). This action streamlines the management of Conversation AI bots for individual contacts, ensuring efficient interactions based on their journey, specific triggers, or customized criteria.

By automating bot assignments and status changes, this feature eliminates the need for manual updates, saving time and improving workflow efficiency.

Action Description

The "Update Conversation AI Bot and Status" workflow 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 view the assigned bot for a contact in the 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 the workflow logic. It does not wait for the entire conversation to complete before branching out.


Action Details


Note: "Keep Same" means no changes are made, and the existing bot will continue to apply.


Examples and 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 1:  Assigning an AI Agent to a Specific Live Chat Widget


Scenario:

You want to assign a specific AI Agent to a specific Live Chat widget.


Solution:

  1. Pre-requisite: Create a workflow.
  2. Select the trigger, e.g., Customer Replied
  3. Add a filter to the workflow trigger: Reply Channel = Live Chat
  4. Add another filter to the workflow trigger: Live Chat Is = Select the Specific Live Chat Widget
  5. Add the workflow action: Update Conversation AI Bot and Status.
  6. Choose the Ai Agent from the dropdown (e.g., Example Live Chat Agent 1).
  7. Set the AI Agent's status to Active.
  8. Publish the workflow.

This setup ensures that the AI Agent is assigned specifically to handle interactions from the one specific Live Chat widget you selected, making easy to assign different AI Agents to different Live Chat Widgets.


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 personalized 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.