Using the Update Conversation AI Bot and Status Workflow Action

Overview

The Update Conversation AI Bot and Status workflow action gives you precise control over which AI-powered bot communicates with a contact. You can use this action to assign a specific bot to a contact and set whether that bot is active or inactive for them. This automation allows you to tailor the bot interaction based on the contact's actions, status, or other criteria within your workflow, removing the need for manual assignment.

Action Details

When you add this action to a workflow, you will configure two main settings:

• Select Bot: Choose a specific Conversation AI bot from the dropdown menu to assign to the contact.
• Bot Status: Set the status for the assigned bot to either Active or Inactive. Selecting Keep Same will leave any currently assigned bot and its status unchanged.

Once this action runs in a workflow, it immediately applies the change to the contact and then proceeds to the next step in your workflow logic.

Key Considerations

• Channel Compatibility: The bot you assign must have the relevant communication channel enabled. For instance, if you want the bot to handle SMS conversations, you must ensure that bot has the SMS channel activated in its settings.
• Viewing Assignments: After a bot is assigned, you can see which bot is active for a contact by navigating to their profile and viewing the Conversations tab.

Common Use Cases

Assigning a Dedicated Channel Bot

Scenario: You want contacts who text your business number to be handled by a bot specialized for SMS.

Setup:

1. Create a workflow triggered by an event like Customer replied via SMS.
2. Add the Update Conversation AI Bot and Status action.
3. Select your pre-configured SMS bot and set its status to Active.
4. Publish the workflow. Now, when a contact texts in, they will automatically be assigned your dedicated SMS bot.

Triggering a Bot Based on a Contact Tag

Scenario: You want a specific bot to engage only with contacts who have been tagged as Appointment Booked.

Setup:

1. Create a workflow using a trigger like Contact Tag Added for your specific tag.
2. Add the Update Conversation AI Bot and Status action.
3. Choose your desired bot and set its status to Active.
4. Publish the workflow. The bot will now be activated for any contact receiving that tag.

Activating a Bot After a Payment

Scenario: You want a sales or onboarding bot to start communicating only with customers who have completed a purchase.

Setup:

1. Create a workflow triggered by an event like Payment Received.
2. Add the Update Conversation AI Bot and Status action.
3. Select your sales or onboarding bot and set its status to Active.
4. Publish the workflow. This ensures the bot interactions are relevant to paying customers.