Update Conversation AI Bot and Status - Workflow Action

Overview

The Update Conversation AI Bot and Status action in Stack allows you to assign a specific Conversation AI bot to a contact and automatically update its status to either Active or Inactive. This feature streamlines the management of Conversation AI bots, ensuring efficient interactions tailored to each contact’s journey, specific triggers, or customized criteria. By automating these assignments and status changes, you save time and improve workflow efficiency.

Action Name

Update Conversation AI Bot and Status

Action Description

This action lets you:

• 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 individually.

Action Use Cases

• Assigning bots to individual communication channels.
• Assigning bots based on customized trigger conditions, such as:
  • Appointments booked
  • Payments received
  • Forms submitted
• Assigning bots using custom tags.
• Utilizing specific filter criteria or conditional logic (e.g., If-Else conditions).
• Assigning dedicated bots for specific live chat channels.

Once a bot is assigned, you can view the assigned bot in the contact’s conversation tab.

Key Notes

• Channel Compatibility: Ensure the assigned bot is enabled for the corresponding channel. For example, if assigning 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.

Action Details

• Keep Same: This option means no changes are made, and the existing bot remains active.

Examples & Scenarios

Example 1: Dedicated Bot for Each Communication Channel

Scenario: Assign a dedicated bot for a specific channel, such as SMS.

Solution:

1. 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 handles SMS-related interactions, creating a seamless experience for contacts.

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. 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. 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.