Primary bots handle general inbound communications and form the foundation of your communication strategy. Non-primary bots are specialised to handle specific tasks within designated channels when integrated into a workflow. Assigning communication channels correctly to both types keeps things running smoothly and ensures good customer engagement.

Primary Conversation AI Bots

The primary bot manages conversations that aren't handled by any other bot within a workflow. It's the main AI tool for handling general inbound interactions, based on the communication channels assigned to it.

📌NOTE: You can update the primary bot at any time. Switching won't affect any existing configurations, but make sure any missing channels are assigned to the new primary bot as needed.

How Primary Bots Function

Primary bots manage conversations from any assigned communication channels, such as SMS, Facebook, or live chat, unless those conversations are being handled by other Conversation AI bots within a workflow. They're the default responders for your communication channels, keeping interactions with customers running smoothly.

  • General Conversations: Primary bots automatically respond to messages received outside of workflow automation.
  • Channel Dependence: Their responsiveness depends on the channels assigned to them.

How to Assign Primary Status to a Bot

To set a bot as primary, go to the Conversation AI dashboard in settings (Settings > Conversation AI), then create a new bot or select an existing one.

Then click the "Set as Primary" button and save your changes with the "Save" button.

Adding Conversation Channels to Primary Bots

Assigning channels to primary bots means they can engage through specific channels, such as SMS, Facebook, or live chat. The primary bot handles general inbound messages from those channels, except where another Conversation AI bot in a workflow is managing the conversation.

Non-Primary Conversation AI Bots

Non-primary bots are designed to support workflows by responding to conversations initiated within workflow automation. They operate only within the workflows they're assigned to.

Functionality of Non-Primary Bots

Unlike primary bots, non-primary bots don't handle general inbound communications. They function only within the workflows they're linked to:

  • Workflow Triggered: Non-primary bots respond only when activated by a specific workflow step. One bot can participate at any given time within a conversation, and different bots may be involved at various steps of the workflow.
  • Channel-Dependent: Their ability to respond depends on the channels configured in the bot's settings, which must align with the communication channels used in the workflow.
  • Specialisation of Non-Primary Bots: Non-primary bots work well for specialised tasks, such as appointment scheduling, follow-ups, or specific support for conversations managed within workflows.

Matching Non-Primary Bot Channels to Workflow

Assigning channels to non-primary bots means they can interact through specific channels tailored to their workflow tasks. For example, setting up a non-primary bot:

  • The bot is configured with channels like Live Chat.
  • A lead nurture workflow is created to trigger messages on Live Chat.
  • The bot is added to the workflow as an action step.

Important Note

Make sure the channels used in a workflow match those assigned to the bot. If a workflow includes steps on Facebook and SMS, the bot needs to handle both, or you'll need to assign separate bots for each channel.

Primary and non-primary Conversation AI bots each play a distinct role in your communication workflows. By assigning the right channels and understanding how each type works, you can keep customer interactions smooth, efficient, and well-targeted across all your channels.

FAQs

Q: What's the difference between a primary bot and a non-primary bot?

  • Primary bots handle all general inbound messages unless they are assigned to another bot in a workflow. Non-primary bots handle tasks within workflows and are tailored to specific channels.

Q: What happens if I don't assign all necessary channels to my primary bot?

  • Missing channels prevent the primary bot from responding on those platforms. Make sure all relevant channels are assigned.

Q: Can I have more than one primary bot?

  • Only one primary bot can be active at a time. You can switch primary bots, but make sure channels are reassigned accordingly.

Q: Can non-primary bots respond to general inbound messages?

  • No, they're designed exclusively for workflow-based tasks.

Q: How do I ensure a non-primary bot responds to a specific workflow step?

  • Assign the bot to the appropriate workflow step and make sure the workflow's channels match the bot's configuration.

Q: Can I assign multiple non-primary bots to a single workflow?

  • Yes, multiple non-primary bots can be assigned for different tasks within a workflow, each tailored to distinct channels or functions.

Q: What happens if a workflow includes a channel not assigned to the non-primary bot?

  • The bot won't respond to messages on channels it isn't configured for. To avoid this, make sure the channels in the workflow match those assigned to the bot.

Q: Can I switch a non-primary bot's channel assignments after it has been added to a workflow?

  • Yes, you can change a non-primary bot's channel assignments at any time. You'll need to review the workflows using that bot to make sure the new channel configuration aligns with the workflow steps.