Artificial Intelligence · 1 min read
Conversation AI Channel Management
You choose which channels each Conversation AI agent answers, such as SMS, Facebook, Instagram, WhatsApp, or live chat.
What changed
Previously, each account had one primary bot that answered its assigned channels automatically. Other bots only ran when a workflow assigned them to a contact. Now you assign channels directly to each agent.
Assign channels
- Go to AI Agents > Conversation AI and open the agent.
- Open Channels.
- Turn on the channels the agent should answer.
- Save.
Each channel can have one agent that answers it automatically. If another agent already uses a channel, you'll be asked to move it.
Agents without channels
You can still use agents without channels. Assign them to contacts with a workflow, or through a transfer from another agent.
Tips
- Check every channel after making changes.
- Use workflows to send special contacts, such as existing customers, to a different agent.