Assign a Conversation AI Bot to a Contact from a Workflow

The Update Conversation AI Bot and Status action decides which Conversation AI bot talks to a particular contact, and whether that bot is switched on or off. Use it to hand each person to the right bot at the right moment without touching settings by hand.

What the action controls

• Which bot: pick any bot you have created, or choose Keep Same to leave the current assignment unchanged.
• Status: set the bot to Active or Inactive for that contact.

Once assigned, the bot appears on the contact in the Conversations area.

Set it up

1. Open or create a workflow and choose a trigger that marks the moment of change.
2. Click + and add Update Conversation AI Bot and Status.
3. Select the Bot.
4. Choose Active or Inactive.
5. Save and publish.

Common patterns

• One bot per channel: trigger on Customer Replied for SMS and assign your SMS bot; do the same for chat or social channels with their own bots.
• Tag-based assignment: when a "Call Booked" tag is added, activate a pre-appointment bot.
• Payment-based assignment: on Payment Received, activate a customer-success bot so only paying customers talk to it.
• Pause a bot: set it to Inactive when a human takes over or when a deal closes.

Important details

• The bot you assign must have the matching channel enabled. A bot meant for Facebook needs its Facebook channel turned on.
• The action assigns the bot and the workflow moves on immediately; it does not wait for the conversation to end.
• Combine it with If/Else to assign different bots based on contact data.

Good to know: If a contact is not responding to a bot as expected, check this action first, since a later step may have set it to Inactive.