Who This Is For / When to Use
This action is for:
Accounts using Conversation AI bots across chat, SMS, or social channels.
Teams that want automated bot handoff based on contact behavior.
Workflows that require temporary bot deactivation with scheduled reactivation.
Use this action when bot assignment or availability should change automatically based on triggers, tags, replies, or conditions.
What This Workflow Action Does
The Update Conversation AI Bot and Status action allows a workflow to:
Assign a specific Conversation AI bot to a contact.
Keep the currently assigned bot unchanged.
Set the bot status to Active or Inactive.
Automatically reactivate an inactive bot after a defined time period.
This action executes immediately when reached in the workflow.
Where to Find This Action
Open Automations → Workflows.
Create a new workflow or edit an existing one.
Click Add Action.
Search for Update Conversation AI Bot and Status under Communication.
How to Configure the Action
Action Settings Explained
When configuring the action, the following fields are available:
Action Name
Internal label for the workflow step.Change Assigned Conversation AI Bot
Select one of the following:Keep Same – Do not change the current bot.
Select a specific bot (Sales Bot, Demo Bot, SMS Bot, Instagram Bot, Appointment Booking Bot, General QA).
Update Bot’s Status To
Active – Bot is immediately available to handle conversations.
Inactive – Bot is paused.
Reactivating an Inactive Bot Automatically
If Update Bot’s Status To = Inactive, additional options appear:
Reactivate Bot After – Enable scheduled reactivation.
Reactivate After (Value) – Numeric duration (example:
24).Reactivate After (Unit) – Time unit (Minutes, Hours, or Days).
After the specified time, the bot is automatically set back to Active.
Using This Action with Workflow Triggers
This action is commonly paired with triggers such as:
Customer Replied
Tag Added
Payment Received
Form Submitted
Example trigger configuration:
Filters such as Has Tag can be used to control when the action runs.
Using Conditions and Branching
You can place this action inside If / Else branches to assign or activate bots only when conditions are met.
Example:
If contact Has Tag = call-booked, activate a specific bot.
Otherwise, take no action.
Channel-Specific Behavior
The assigned bot must have the same communication channel enabled as the conversation (Live Chat, SMS, Instagram, etc.).
If the bot does not support the active channel, the action will not apply to that conversation.
Bot changes apply immediately and do not wait for the conversation to end.
Publishing the Workflow
Save the workflow.
Click Publish Workflow.
Monitor execution from the workflow’s enrollment and execution logs.
Common Issues and Fixes
Bot Does Not Respond After Assignment
Confirm the bot is set to Active.
Verify the bot supports the conversation channel.
Workflow Runs but Bot Does Not Change
Ensure Keep Same is not selected unintentionally.
Confirm the workflow trigger conditions are met.
Bot Never Reactivates
Check that Reactivate Bot After is enabled.
Confirm both time value and unit are set.
FAQ
Can I assign multiple bots to one contact?
No. A contact can only have one Conversation AI bot assigned at a time per workflow action.
What happens if the bot’s channel is disabled?
The bot will not respond on that channel. The workflow action still runs, but the bot cannot engage.
Can I use conditional logic to assign bots?
Yes. Use If / Else conditions to dynamically assign or activate bots based on tags, replies, or other criteria.
Where can I see which bot is assigned to a contact?
The assigned bot is visible in the conversation view for that contact.
Can I change the bot manually?
Yes. Manual changes are possible, but workflows override assignments when they execute.
How does “Reactivate Bot After” work?
When a bot is set to Inactive, the workflow schedules an automatic status change back to Active after the defined time period.
What does “Keep Same” mean?
Keep Same preserves the currently assigned bot and only updates the bot’s status if specified.