How to Manage Conversation AI Channels and Route Contacts to Different Bots

Conversation AI Channel Management is a bot-level deployment system that determines where each Conversation AI bot can respond. A bot's deployment can combine:

These conditions allow several Conversation AI bots to operate in the same Kyrios account while handling different groups of conversations.

Conversation AI Channel Management supports the following channels:

The configuration options can differ by channel. For example, one channel may require you to select a phone number, while another may allow you to select a page or Chat Widget.

The Agents List displays the available Conversation AI bots and information such as bot name, status, supported channels, and recent updates. Channel routing is configured inside each individual bot rather than from the main list.

Open a Conversation AI bot to review its Bot Settings. The bot can have an operating mode such as:

The Supported Communication Channels/Providers setting determines which communication types the bot is allowed to use.

A supported channel does not by itself define every routing condition. More specific destination and contact routing is configured through the bot's deployment settings.

Inside Bot Settings:

Available selections can include SMS, Email, Instagram, WhatsApp, Live Chat, and Chat Widget.

Select only the communication channels that the bot is intended to support.

Kyrios determines which Conversation AI bot is eligible to respond by evaluating the bot's deployment configuration. A deployment rule can include:

For example, two bots can use the same Chat Widget when one is configured for contacts tagged regular-customer and another is configured for contacts tagged premium-customer. The routing rules must distinguish which bot should handle each contact.

A bot that is directly assigned to a contact takes priority over normal channel and tag routing. A direct assignment can occur when:

When a direct assignment exists, Kyrios can continue using that bot instead of selecting another bot through normal deployment matching. Use direct assignments when a contact must remain with a specific bot regardless of the normal channel-routing conditions.

The Chat Widget controls the chat experience that appears on a website. To create or review a widget:

Conversation AI bot routing is configured from the bot's deployment settings rather than by selecting a bot inside the Chat Widget builder.

The Agent Deployment page can contain individual configuration cards for channels such as SMS, WhatsApp, Instagram, Facebook, Live Chat, Chat Widget, and Email.

Configure each channel separately.

After selecting Configure for a channel, the Edit channel window opens. Configure the following fields as needed:

The bot becomes eligible for conversations that match the configured destination and tag conditions.

Has tags limits the channel assignment to contacts whose tags meet the configured condition. Use AND when the contact must have all selected tags. Use OR when the contact can have any one of the selected tags. For example, a bot configured with:

is intended to handle qualifying messages from that widget when the contact has the regular-customer tag.

Doesn't have tags excludes contacts based on selected tags. Use this when a bot should respond broadly except for one or more contact groups. For example, a general support bot could be configured so that contacts with a specialized service tag are excluded and handled by another bot. When combining Has tags and Doesn't have tags, make sure the resulting conditions do not unintentionally overlap with another bot's deployment.

To route regular customers from a shared Chat Widget:

With this configuration, the bot qualifies only when the conversation comes through the selected Chat Widget and the contact satisfies the regular-customer condition.

A second bot can use the same Chat Widget when its tag conditions are different.

To configure the premium customer route:

The regular customer and premium customer bots can share the same Chat Widget because their tag-routing conditions are different.

Each deployment should create a clear distinction between eligible bots. A conflict can occur when two bots use the same combination of:

If Kyrios prevents a channel configuration from being saved, review the deployment settings of the other Conversation AI bots. Change the destination or tag conditions so the routing rule is distinct. Avoid creating multiple rules that could qualify the same contact unless the intended routing priority has been deliberately configured.

After configuring the routing rule, test it with a contact that matches the rule.

The contact's tag and assigned bot should correspond to the deployment rule you configured.

Open AI Response Info for the AI-generated response.

Review:

The Bot field identifies the Conversation AI bot that generated the response.

Use AI Response Info when you need to verify that the expected deployment rule handled the message.

Test the second route with a contact that matches the premium-customer configuration.

A correctly configured deployment allows the premium customer to use the same communication channel while being handled by a different bot.

Open AI Response Info for the premium customer's AI-generated reply. Confirm that the Bot field shows the bot configured for premium customers.

This verifies that the combination of channel, destination, and contact tags routed the conversation to the intended bot.

The website Chat Widget and the Conversation AI deployment serve different purposes. The Chat Widget determines how website visitors begin a conversation. The Conversation AI bot's deployment settings determine which bot is eligible to respond. To connect them:

Bot assignment for this setup is controlled from Conversation AI deployment rather than from an Agent selector inside the Chat Widget builder.

Multiple Conversation AI bots can use the same communication channel when their deployment conditions are different. For example:

Regular Customers Bot

Premium Customers Bot

Both bots use the same widget, but their tag rules identify different groups of contacts. This allows one customer-facing entry point to route conversations to specialized bots.

When an existing configuration is migrated from the older Primary Bot model, review each bot's deployment settings before changing routing. Where automatic migration applies:

Use Primary Bot only when referring to the previous configuration model. Current routing should be managed through each bot's deployment settings.

If Conversation AI Channel Management is still provided as an optional Labs feature in your account:

If the feature is already enabled by default in your account, the Labs step is not required.

Create routing rules that are easy to distinguish. A bot should have a clearly defined channel, destination, contact group, or combination of those conditions. Use contact tags when different customer groups need different bot behavior. Test every route using a contact that satisfies the intended conditions. Also test a contact that does not satisfy those conditions to confirm the bot does not respond unexpectedly.

Review AI Response Info during testing so you can verify which bot actually produced the response. Use direct bot assignments only when a specific contact must override normal deployment routing.

Open the bot's Agent Deployment settings and verify that the channel is assigned.

Also confirm that the contact meets any configured Has tags and Doesn't have tags conditions. If the bot is in Off mode, review its Bot Settings before expecting automatic responses.

Check whether the contact has a direct bot assignment. A direct assignment can take priority over normal channel and tag matching. If no direct assignment exists, compare the deployment rules of all bots that use the same channel.

Confirm that the contact currently has the required tag. Also check whether a Doesn't have tags condition excludes the contact. If multiple tags are configured, verify whether the rule uses AND or OR.

Another bot may already have an overlapping or identical deployment. Compare the channel, destination, Has tags, and Doesn't have tags settings and make the routing rule distinct.

Conversation AI bot routing is managed from the bot's Agent Deployment settings.

Create and configure the widget under Sites → Chat Widget, then assign that widget from the required Conversation AI bot.

Verify that at least one eligible bot matches the contact's channel, destination, and tag conditions. If every deployment requires tags that the contact does not have, none of those tag-based routes will qualify.

No. Bots can be assigned directly to communication channels through their deployment settings. Workflows are still useful when you need to assign a specific bot directly to a contact.

Yes. The bots need different routing conditions so Kyrios can distinguish which bot should respond. The distinction can be based on destination, contact tags, or another available deployment condition.

Yes. For example, one bot can handle contacts with the regular-customer tag while another handles contacts with the premium-customer tag.

The direct assignment takes priority over standard channel and tag routing.

Use direct assignment when a specific contact must remain with a particular bot.

A transfer directly associates the contact with the selected bot, so that assignment can take priority over the normal deployment rules.

The configuration may conflict with another bot that uses the same channel, destination, and tag conditions. Adjust one or more routing conditions so the deployment is distinct.

A bot whose required tag conditions are not satisfied does not qualify through that deployment rule. Make sure your routing design includes an appropriate route for contacts that do not belong to a specialized tag group.

Yes. Disabling the channel removes the bot's normal deployment eligibility through that channel. A direct bot assignment can still affect which bot is associated with a contact.

Open AI Response Info for the generated reply and review the Bot field. The Bot field identifies the Conversation AI bot that produced the response.

Assign the bot from AI Agents → Conversation AI → Agent Deployment. The widget itself is created and configured under Sites → Chat Widget, but Conversation AI routing is controlled from the bot's deployment settings.