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Understanding Primary vs Non-Primary Conversation AI Bots in Stack

Efficiently managing your communication strategy involves understanding the roles of primary and non-primary Conversation AI bots in Stack. Here's a breakdown of how each type functions and how to set them up for optimal performance.

Primary Conversation AI Bots​

Primary bots are the backbone of your communication strategy, handling all general inbound conversations. They act as the default responder for your business's communication channels.

How Primary Bots Function​

  • General Conversations: These bots automatically respond to messages received outside of workflow automation.
  • Channel Dependence: Their ability to respond is determined by the communication channels you assign, such as SMS, Facebook, or live chat.

Assigning "Primary Status" to a Bot​

  1. Go to the Conversation AI dashboard in your account settings.
  2. Create a new bot or select an existing bot you wish to designate as primary.
  3. Click the “Set as Primary” button.
  4. Save your changes by clicking "Save".

Adding Conversation Channels to Primary Bots​

Assigning channels ensures that your primary bot can communicate through specific platforms. The bot will handle general inbound messages from these channels unless another bot is managing the conversation within a workflow.

Non-Primary Conversation AI Bots​

Non-primary bots are designed to enhance workflows by responding to specific tasks and conversations initiated through workflow automation.

How Non-Primary Bots Function​

  • Workflow Triggered: These bots activate when a workflow step calls for them. Only one bot can manage a conversation at any given time.
  • Channel-Dependent: Their response capability is tied to the channels configured in their settings, matching the workflow’s communication channels.
  • Specialization: Ideal for tasks like appointment booking, follow-ups, or providing specific support within workflows.

Matching Non-Primary Bot Channels to Workflow​

To ensure non-primary bots function correctly within workflows:

  • Make sure the bot's assigned channels match those used in the workflow.
  • For example, if a bot is set to handle Facebook and Instagram messages, the workflow should trigger from these platforms and have the bot included as an action.

Frequently Asked Questions​

Q: What’s the difference between a primary bot and non-primary bots?
A: The primary bot manages all general inbound messages unless assigned to a different bot in a workflow. Non-primary bots are used exclusively within workflows for specific tasks.

Q: What happens if I don’t assign all necessary channels to my primary bot?
A: The bot won't respond to messages on unassigned platforms, so ensure all relevant channels are configured to avoid communication gaps.

Q: Can I have more than one primary bot?
A: No, only one bot can be designated as primary at a time. Switching requires reassigning channels to the new primary bot.

Q: Can non-primary bots respond to general inbound messages?
A: No, they are designed to function solely within workflows.

Q: How do I ensure a non-primary bot responds to a specific workflow step?
A: Assign the bot to the appropriate workflow step and verify the workflow uses matching channels.

Q: Can I assign multiple non-primary bots to a single workflow?
A: Yes, multiple bots can be configured for different tasks or channels within the same workflow.

Q: What happens if a workflow includes a channel not assigned to the non-primary bot?
A: The bot will not respond to messages on unassigned channels, so ensure alignment between workflow channels and bot assignments.

Q: Can I switch a non-primary bot’s channel assignments after it has been added to a workflow?
A: Yes, you can update channel assignments anytime, but review the workflows to ensure compatibility with the new settings.