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Workflow Action - Update Conversation AI Bot and Status

TABLE OF CONTENTS Overview Action Name Action Description Action Use Cases Key Notes Action Details Example & Scenarios Example 1: Dedicated Bot for Each…

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  1. Overview
  2. Action Name
  3. Action Description
  4. Action Use Cases
  5. Key Notes
  6. Action Details
  7. Example & Scenarios
  8. Example 1: Dedicated Bot for Each Communication Channel
  9. Example 2: Assigning Bots Based on Tags
  10. Example 3: Bot Activation Based on Payment Status
  11. Additional Notes:

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 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 

Action Use Cases (image 1 of 9) What this shows After a bot is assigned you can see the assigned bot to contact in conversation tab What this shows Illustrates the "Action Use Cases" section of "Workflow Action - Update Conversation AI Bot and Status". This screenshot appears in the "Action Use Cases" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: After a bot is assigned you can see the assigned bot to contact in conversation tab. This part of the guide covers 4 fields, listed below. Immediately after, the guide continues: Channel Compatibility: Ensure the bot assigned 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. Image 1 of 9 What this coversAfter a bot is assigned you can see the assigned bot to contact in conversation tab
Fields in this part of the guide Assigning bots to customized trigger conditions, such as:Appointments bookedPayments receivedForms submitted
Buttons and menus referenced Appointments bookedPayments receivedForms submitted
Next stepChannel Compatibility: Ensure the bot assigned 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.
All 5 steps in this procedure
  1. Assigning bots to individual communication channels.
  2. Assigning bots to customized trigger conditions, such as:
  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.

Key Notes

 

Channel Compatibility:
Ensure the bot assigned 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

Action Details (image 2 of 9) What this shows Branching Logic: This action assigns a bot to a contact and immediately branches out based on the workflow logic. What this shows Illustrates the "Action Details" section of "Workflow Action - Update Conversation AI Bot and Status". This screenshot appears in the "Action Details" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: 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. Immediately after, the guide continues: Keep Same: Keep same essentially means nothing changes and the existing bot will apply. Image 2 of 9 What this coversBranching 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 Next stepKeep Same: Keep same essentially means nothing changes and the existing bot will apply
Action Details (image 3 of 9) What this shows Branching Logic: This action assigns a bot to a contact and immediately branches out based on the workflow logic. What this shows Illustrates the "Action Details" section of "Workflow Action - Update Conversation AI Bot and Status". This screenshot appears in the "Action Details" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: 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. Immediately after, the guide continues: Keep Same: Keep same essentially means nothing changes and the existing bot will apply. Image 3 of 9 What this coversBranching 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 Next stepKeep Same: Keep same essentially means nothing changes and the existing bot will apply 
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 1: Dedicated Bot for Each Communication Channel (image 4 of 9) What this shows This setup ensures that the SMS bot is assigned specifically to handle SMS-related interactions, creating a seamless experience for contacts. What this shows Illustrates the "Example 1: Dedicated Bot for Each Communication Channel" section of "Workflow Action - Update Conversation AI Bot and Status". This screenshot appears in the "Example 1: Dedicated Bot for Each Communication Channel" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: This setup ensures that the SMS bot is assigned specifically to handle SMS-related interactions, creating a seamless experience for contacts. Immediately after, the guide continues: Example 2: Dedicated bot for each live chat channel. Image 4 of 9 What this coversThis setup ensures that the SMS bot is assigned specifically to handle SMS-related interactions, creating a seamless experience for contacts.
Buttons and menus referenced Customer replied via SMSUpdate Conversation AI Bot and StatusSMS BotActive
Next stepExample 2: Dedicated bot for each live chat channel
All 6 steps in this procedure
  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.

Example 2:  Dedicated bot for each live chat channel 

Example 1: Dedicated Bot for Each Communication Channel (image 5 of 9) What this shows Example 2: Dedicated bot for each live chat channel What this shows Illustrates the "Example 1: Dedicated Bot for Each Communication Channel" section of "Workflow Action - Update Conversation AI Bot and Status". This screenshot appears in the "Example 1: Dedicated Bot for Each Communication Channel" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: Example 2: Dedicated bot for each live chat channel. Immediately after, the guide continues: Scenario: You want a bot to interact only with contacts that have a specific tag (e.g., “”Call Booked"). Image 5 of 9 What this coversExample 2: Dedicated bot for each live chat channel
Buttons and menus referenced Customer replied via SMSUpdate Conversation AI Bot and StatusSMS BotActive
Next stepScenario: You want a bot to interact only with contacts that have a specific tag (e.g., “”Call Booked").
All 6 steps in this procedure
  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.
Example 1: Dedicated Bot for Each Communication Channel (image 6 of 9) What this shows Example 2: Dedicated bot for each live chat channel What this shows Illustrates the "Example 1: Dedicated Bot for Each Communication Channel" section of "Workflow Action - Update Conversation AI Bot and Status". This screenshot appears in the "Example 1: Dedicated Bot for Each Communication Channel" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: Example 2: Dedicated bot for each live chat channel. Immediately after, the guide continues: Scenario: You want a bot to interact only with contacts that have a specific tag (e.g., “”Call Booked"). Image 6 of 9 What this coversExample 2: Dedicated bot for each live chat channel
Buttons and menus referenced Customer replied via SMSUpdate Conversation AI Bot and StatusSMS BotActive
Next stepScenario: You want a bot to interact only with contacts that have a specific tag (e.g., “”Call Booked").
All 6 steps in this procedure
  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.

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 2: Assigning Bots Based on Tags (image 7 of 9) What this shows This ensures personalised bot interactions based on the tags assigned to your contacts. What this shows Illustrates the "Example 2: Assigning Bots Based on Tags" section of "Workflow Action - Update Conversation AI Bot and Status". This screenshot appears in the "Example 2: Assigning Bots Based on Tags" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: This ensures personalised bot interactions based on the tags assigned to your contacts. Immediately after, the guide continues: Scenario: You want the Conversation AI bot to interact only with contacts who have completed a payment. Image 7 of 9 What this coversThis ensures personalised bot interactions based on the tags assigned to your contacts.
Buttons and menus referenced Contact added with Tag: Call BookedUpdate Conversation AI Bot and StatusActive
Next stepScenario: You want the Conversation AI bot to interact only with contacts who have completed a payment.
All 6 steps in this procedure
  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.

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.

Example 3: Bot Activation Based on Payment Status (image 8 of 9) What this shows This setup ensures that only paying customers receive communications from the Sales Bot, enhancing relevance and efficiency. What this shows Illustrates the "Example 3: Bot Activation Based on Payment Status" section of "Workflow Action - Update Conversation AI Bot and Status". This screenshot appears in the "Example 3: Bot Activation Based on Payment Status" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: This setup ensures that only paying customers receive communications from the Sales Bot, enhancing relevance and efficiency. Immediately after, the guide continues: 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. Image 8 of 9 What this coversThis setup ensures that only paying customers receive communications from the Sales Bot, enhancing relevance and efficiency.
Buttons and menus referenced Payment ReceivedUpdate Conversation AI Bot and StatusSales BotActive
Next stepYou 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.
All 6 steps in this procedure
  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.
Example 3: Bot Activation Based on Payment Status (image 9 of 9) What this shows This setup ensures that only paying customers receive communications from the Sales Bot, enhancing relevance and efficiency. What this shows Illustrates the "Example 3: Bot Activation Based on Payment Status" section of "Workflow Action - Update Conversation AI Bot and Status". This screenshot appears in the "Example 3: Bot Activation Based on Payment Status" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: This setup ensures that only paying customers receive communications from the Sales Bot, enhancing relevance and efficiency. Immediately after, the guide continues: 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. Image 9 of 9 What this coversThis setup ensures that only paying customers receive communications from the Sales Bot, enhancing relevance and efficiency.
Buttons and menus referenced Payment ReceivedUpdate Conversation AI Bot and StatusSales BotActive
Next stepYou 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.
All 6 steps in this procedure
  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.

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.


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