New Channel Management Conversation AI

Channel Management transforms the way AI bots are assigned to your conversation channels. Rather than relying on a single “Primary Bot,” any bot can now be directly assigned to specific channels, allowing them to respond independently.

(Email, Facebook, Instagram, WhatsApp, Live Chat, Web Chat).

• Granular Routing. Route by channel, specific account/number, and contact tags —

For instance, you could direct VIP-tagged contacts to one bot while sending everyone else to another.

• Specificity Wins. A more targeted assignment takes precedence over a broader one (e.g. “Facebook + VIP tag” overrides a general “Facebook” assignment).

Tag Configuration.

1. Open

   Labs

   at the sub-account level.

2. Enable the flag named

   “Conversations AI Channel Management”

   .

3. Wait about 5 minutes

   for your existing setup to migrate before testing.

The migration process runs automatically once the flag is enabled — there’s no need to recreate your bots.

Existing bots will continue responding to the channels they currently support, without any changes.

• Bots that were not the Primary Bot will retain their settings, but you can assign them to channels using the new assignment controls.

Previously, if a bot was assigned to a contact and that channel was disabled, it would not reply. Now that per-bot supported channels are no longer available, an assigned bot will respond as long as it is in autopilot mode, whilst still adhering to all other settings (such as sleep time).

Previously, the first bot created for a sub-account was automatically designated as the Primary Bot. This concept is now deprecated — there is no automatic primary anymore. To have a bot reply, simply enable the channels you want it to handle.

• Each connected Facebook Page or Instagram account is treated as a separate channel identifier.

• After migration, your existing bot will respond across all connected Facebook/Instagram accounts by default.

• To route them separately, assign a specific bot to each Page/account — each connected account can be managed by a different bot.

What happens to a loaded snapshot depends on when the original bots were set up:

The bot will continue responding automatically — it will be assigned its supported channels upon receiving the first incoming message, with no manual setup required.

• Regardless, review each loaded bot’s channel assignments before going live to ensure they meet your routing preferences.

• Assignments can include include and exclude tag filters.

• Two bots can share the same channel as long as their tag filters differ — this is how you can split traffic (e.g. VIPs to one bot, everyone else to another).

• The Transfer Bot continues to function. A transferred bot can respond to the contact, even without a pre-set channel assignment for that conversation.

• Sleep/pause behaviour is preserved — a manual reply pauses the assigned bot for its configured duration (when enabled), regardless of which bot is handling the contact.

• Public API is not supported for managing channel assignments — please use the in-app Channel Management controls.

If a bot is not responding as expected after enabling the flag, please confirm that the bot is assigned to the correct channel (and account, for Facebook/Instagram) and that its tag filters match the contact.