You can now decide which bot handles each conversation channel inside your CRM, giving you more control over how messages are answered across text, email, chat, and social inboxes. Instead of relying on one default bot for everything, you can assign different bots to different channels, accounts, or contact groups so the right conversations get the right response.

📌 Why This Matters

For a small business owner, this makes it much easier to keep conversations organized as messages come in from different places. You may want one bot to handle website chat, another to answer text messages, and another to help with social media messages. You can also route certain contacts, like VIP customers or leads with a specific tag, to a different bot experience. That means fewer mismatched replies, better customer experience, and more confidence that important conversations are being handled the right way.

✨ What’s New

• Bot assignments by channel: You can assign bots directly to channels like SMS, email, Facebook, Instagram, WhatsApp, live chat, and web chat.
• Routing by account or number: If you use multiple phone numbers, Facebook Pages, or Instagram accounts, you can choose which bot handles each one.
• Tag-based routing: You can send certain contacts to specific bots based on include or exclude tags, such as VIPs, returning customers, or new leads.
• More specific rules take priority: If a contact matches a detailed rule like “Facebook + VIP,” that rule will override a broader rule like “Facebook.”
• No duplicate assignment conflicts: Two bots cannot use the exact same channel, identifier, and tag setup, which helps prevent overlap.
• Direct contact assignment still comes first: If a bot is assigned directly to a contact, that bot has top priority and can respond across channels while still following settings like pause or sleep time.
• Multiple social accounts are handled separately: Each connected Facebook Page or Instagram account is treated as its own channel option, so you can route them individually if needed.
• Workflow and transfer support remains available: If a bot is assigned through automation or transferred within a conversation, it can still respond without needing a separate channel setup for that contact.
• Manual setup is done in the app: Channel assignments are managed inside the CRM interface.

🛠️ How to Use It

1. Step 1: Open your CRM settings and go to the channel management area for conversations.
2. Step 2: Review your current bot setup. If you already had a main bot in place, it should keep working on its existing channels after migration.
3. Step 3: Assign each bot to the channels you want it to handle, such as text, email, website chat, or social messages.
4. Step 4: If needed, choose a specific phone number, Facebook Page, or Instagram account for more precise routing.
5. Step 5: Add include or exclude tags if you want certain customer groups to go to different bots.
6. Step 6: Check for rule priority. More detailed assignments will override broader ones, so confirm your most important customer segments are set correctly.
7. Step 7: Test each channel before going live to make sure the right bot is replying in the right place.
8. Step 8: If a bot is not responding as expected, confirm the channel assignment, account selection, and any tag filters match the contact.

💡 Pro Tip

Set your highest-value leads or repeat customers to a dedicated bot path so their questions get answered faster and you have a better chance of turning conversations into booked jobs or sales.