Understanding the differences between primary and non-primary Conversation AI Chat Bots, and getting the channel assignments right for both ensures smooth customer interactions and efficient operations.
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Primary AI Chatbots
The primary AI chatbot handles all incoming conversations that aren’t assigned to another chatbot within a workflow, acting as the backbone of your communication setup. It’s your go-to for general customer messages, depending on the communication channels you’ve set up for it.
Note: You can swap the primary chatbot anytime without losing any settings. Just make sure the new primary chatbot has all the necessary channels assigned to keep things running smoothly.
How Primary Chatbots Work
Primary chatbots deal with messages coming through assigned channels like SMS, Facebook Messenger, or website live chat, as long as those conversations aren’t part of a workflow handled by another chatbot. They’re the default responder, ensuring customers always get a timely reply.
- General Messages: They automatically respond to incoming messages outside of workflow automations.
- Channel-Based: Their responses depend on the communication channels you’ve assigned.
Setting a Chatbot as Primary
- Head to the Conversation AI section in your account settings (Settings > Conversation AI).
- Create a new chatbot or pick an existing one to make primary.
- Hit the Set as Primary button.
- Click Save to lock in your changes.
Assigning Channels to Primary Chatbots
Linking channels lets the primary chatbot communicate via platforms like SMS, Facebook Messenger, or live chat. It picks up all general messages from these channels, provided they aren’t triggered by a workflow with another chatbot assigned.
Non-Primary AI Chatbots
Non-primary chatbots are built to support specific tasks within workflows, responding only when activated by workflow steps and using the channels assigned to them.
How Non-Primary Chatbots Work
Unlike primary chatbots, non-primary ones don’t handle general messages. They’re focused on workflow-driven tasks, such as booking appointments or following up on leads.
- Workflow-Activated: They only respond when a workflow step triggers them. You can switch between chatbots at different workflow stages, but only one chatbot handles a conversation at a time.
- Channel-Specific: They rely on the channels set in their configuration, which must match the workflow’s communication channels.
- Task-Focused: Perfect for specialised tasks like appointment scheduling, lead nurturing, or customer support within workflows.
Aligning Non-Primary Chatbot Channels with Workflows
To work effectively, a non-primary chatbot’s channels must match those used in the workflow. For example, if you’ve got a chatbot for handling Facebook and Instagram leads:
- Ensure the non-primary chatbot has Facebook and Instagram assigned as channels.
- Set up a lead nurturing workflow triggered by Facebook and Instagram messages.
- Add the non-primary chatbot as an action in that workflow.
Important: The channels in the workflow must align with the chatbot’s assigned channels. If a workflow uses Facebook and SMS, confirm the chatbot supports both, or assign separate chatbots for each channel.
Frequently Asked Questions
What’s the difference between primary and non-primary AI chatbots?
Primary chatbots handle all general incoming messages unless a workflow assigns them to another chatbot. Non-primary chatbots are used only within workflows for specific tasks.
What if I miss assigning some channels to my primary chatbot?
If the primary chatbot lacks certain channels, it won’t respond to messages on those platforms. Double-check that all needed channels are assigned to avoid missing customer messages.
Can I have multiple primary chatbots?
No, only one chatbot can be primary at a time. You can change the primary chatbot, but ensure the new one has all required channels assigned.
Do non-primary chatbots handle general messages?
No, they only respond within workflows. General messages are managed by the primary chatbot.
How do I make sure a non-primary chatbot responds in a workflow?
Assign the chatbot to the right workflow step and confirm the workflow’s channels match the chatbot’s assigned channels. For instance, an SMS chatbot won’t handle Facebook messages in the same workflow.
Can I use multiple non-primary chatbots in one workflow?
Yes, you can assign different non-primary chatbots for various tasks or channels within a workflow, like one for bookings and another for support.
What happens if a workflow uses a channel the non-primary chatbot doesn’t support?
The chatbot won’t respond on unsupported channels. Ensure the workflow’s channels match the chatbot’s configuration.
Can I change a non-primary chatbot’s channels after assigning it to a workflow?
Yes, you can update channel assignments anytime, but review the workflows using that chatbot to ensure the new setup aligns with the workflow steps.
