Primary bots play a pivotal role in managing general inbound communications, serving as the foundation of your communication strategy. Non-primary bots, on the other hand, are specialized to enhance workflows by addressing specific tasks within designated channels when integrated into a workflow. Effectively allocating communication channels to both primary and non-primary bots is crucial for maintaining smooth operations and ensuring optimal customer engagement.

Primary Conversation AI Bots

The primary bot is tasked with managing conversations that aren't designated to any other bot within a workflow. It acts as the primary 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 the primary bot won’t affect any existing configurations, but you must ensure 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 serve as the default responders for your business’s communication channels, ensuring seamless interaction with customers.

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

How to Assign Primary Status to a Bot

To designate a bot as the primary bot, navigate 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. Don’t forget to save your changes by clicking the "Save" button

Adding Conversation Channels to Primary Bots

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

Non-Primary Conversation AI Bots

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

Functionality of Non-Primary Bots

Unlike primary bots, non-primary bots do not handle general inbound communications. Instead, they function solely within the workflows they are linked to:

• Workflow Triggered: Non-primary bots respond only when activated by a specific workflow step. A single 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.
• Specialization of Non-Primary Bots: Non-primary bots excel in handling specialized 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 ensures 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

Ensure that the channels used in a workflow match those assigned to the bot. If a workflow includes steps on Facebook and SMS, ensure the bot can handle both or assign separate bots for each channel.

Primary and non-primary Conversation AI bots each play a distinct role in optimizing communication workflows. By properly assigning communication channels and understanding their unique functionalities, businesses can ensure smooth, efficient, and specialized customer interactions across various 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. Ensure 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 ensure channels are reassigned accordingly.

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

• No, they are exclusively designed 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, ensuring the workflow’s channels match the bot’s configurations.

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 will not respond to messages on channels it isn’t configured for. To avoid this, ensure the channels in the workflow match the channels 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 modify a non-primary bot’s channel assignments at any time. However, you’ll need to review the workflows using that bot to ensure its new channel configuration aligns with the workflow steps.