# Workflow Action - Update Conversation AI Bot and Status

> TABLE OF CONTENTS Overview Action Name Action Description Action Use Cases Key Notes Action Details Example & Scenarios Example 1: Dedicated Bot for Each…

- Source: https://docs.ghlcustomercare.com/docs/workflows/workflow-ai-workflow-actions/workflow-action-update-conversation-ai-bot-and-status
- Section: Workflows / Workflow AI Workflow Actions
- Reading time: 3 min
- Images: 9, each explained below

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**TABLE OF CONTENTS**

-   [Overview](#overview)
-   [Action Name](#action-name)
-   [Action Description](#action-description)
-   [Action Use Cases](#action-use-cases)
-   [Key Notes](#key-notes)
-   [Action Details](#action-details)
-   [Example & Scenarios](#example-and-scenarios) 
    -   [Example 1: Dedicated Bot for Each Communication Channel](#example-1-dedicated-bot-for-each-communication-channel)
    -   [Example 2: Assigning Bots Based on Tags](#example-2-assigning-bots-based-on-tags)
    -   [Example 3: Bot Activation Based on Payment Status](#example-3-bot-activation-based-on-payment-status)
    -   [Additional Notes:](#additional-notes)

## **Overview**

The **"Update Conversation AI Bot and Status"** action enables users to assign a specific Conversation AI bot to a contact and automatically update its status (Active or Inactive). This action streamlines the management of Conversation AI bots for individual contacts, ensuring efficient interactions based on their journey, specific triggers, or customized criteria.

By automating bot assignments and status changes, this feature eliminates the need for manual updates, saving time and improving workflow efficiency.

## **Action Name**

**Update Conversation AI Bot and Status**

## **Action Description**

The **"Update Conversation AI Bot and Status"** action allows users to:

-   Select a Conversation AI bot for a contact.
-   Update the bot’s status to **Active** or **Inactive** based on workflows or triggers.

This provides precise control over how and when the Conversation AI bot interacts with contacts at an individual level.

## **Action Use Cases**

1.  Assigning bots to individual communication channels.
2.  Assigning bots to customized trigger conditions, such as:
    -   **Appointments booked**
    -   **Payments received**
    -   **Forms submitted**
3.  Assigning bots based on custom tags.
4.  Assigning bots using specific filter criteria or conditional logic (e.g., If-Else conditions).
5.  Assigning dedicated bots for specific live chat channels.

After a bot is assigned you can see the assigned bot to contact in conversation tab 

![Action Use Cases (image 1 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155039439234/original/P6e5zIpQKOaedbrSxyONATMtzwnBRaiJoQ.png)

**Action Use Cases (image 1 of 9)**

This screenshot appears in the "Action Use Cases" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: After a bot is assigned you can see the assigned bot to contact in conversation tab. This part of the guide covers 4 fields, listed below. Immediately after, the guide continues: Channel Compatibility: Ensure the bot assigned has the corresponding channel enabled. For example, if you assign a bot to handle Facebook interactions, verify that the Facebook channel is enabled for that bot.
- What this covers: After a bot is assigned you can see the assigned bot to contact in conversation tab
- Fields: Assigning bots to customized trigger conditions, such as:, Appointments booked, Payments received, Forms submitted
- Controls: Appointments booked, Payments received, Forms submitted
- Next: Channel Compatibility: Ensure the bot assigned has the corresponding channel enabled. For example, if you assign a bot to handle Facebook interactions, verify that the Facebook channel is enabled for that bot.

Full procedure:

1. Assigning bots to individual communication channels.
2. Assigning bots to customized trigger conditions, such as:
3. Assigning bots based on custom tags.
4. Assigning bots using specific filter criteria or conditional logic (e.g., If-Else conditions).
5. Assigning dedicated bots for specific live chat channels.

## **Key Notes**

 

**Channel Compatibility:**
Ensure the bot assigned has the corresponding channel enabled. For example, if you assign a bot to handle Facebook interactions, verify that the **Facebook channel** is enabled for that bot.

**Branching Logic:**
This action assigns a bot to a contact and immediately branches out based on the workflow logic. It does **not** wait for the entire conversation to complete before branching out

## **Action Details**

![Action Details (image 2 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155039439231/original/DHnyM_Uw84RZBJ0GcZlEmmwYvNvEI_H9YQ.png)

**Action Details (image 2 of 9)**

This screenshot appears in the "Action Details" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: Branching Logic: This action assigns a bot to a contact and immediately branches out based on the workflow logic. It does not wait for the entire conversation to complete before branching out. Immediately after, the guide continues: Keep Same: Keep same essentially means nothing changes and the existing bot will apply.
- What this covers: Branching Logic: This action assigns a bot to a contact and immediately branches out based on the workflow logic. It does not wait for the entire conversation to complete before branching out
- Next: Keep Same: Keep same essentially means nothing changes and the existing bot will apply

![Action Details (image 3 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155039439232/original/4YeIqz5JVSF58O0dzuUDaTmZTyAnzm6CbA.png)

**Action Details (image 3 of 9)**

This screenshot appears in the "Action Details" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: Branching Logic: This action assigns a bot to a contact and immediately branches out based on the workflow logic. It does not wait for the entire conversation to complete before branching out. Immediately after, the guide continues: Keep Same: Keep same essentially means nothing changes and the existing bot will apply.
- What this covers: Branching Logic: This action assigns a bot to a contact and immediately branches out based on the workflow logic. It does not wait for the entire conversation to complete before branching out
- Next: Keep Same: Keep same essentially means nothing changes and the existing bot will apply

Keep Same: Keep same essentially means nothing changes and the existing bot will apply 

## **Example & Scenarios** 

### **Example 1: Dedicated Bot for Each Communication Channel**

**Scenario:**  
You want to assign a dedicated bot for a specific channel, such as SMS.

**Solution:**

1.  **Pre-requisite:** Create a workflow.
2.  Select the trigger, e.g., **Customer replied via SMS**.
3.  Add the action: **Update Conversation AI Bot and Status**.
4.  Choose the bot from the dropdown (e.g., **SMS Bot**).
5.  Set the bot’s status to **Active**.
6.  Publish the workflow.

This setup ensures that the SMS bot is assigned specifically to handle SMS-related interactions, creating a seamless experience for contacts.

 

![Example 1: Dedicated Bot for Each Communication Channel (image 4 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155039439236/original/yFJ9XtcbRC_Us0v8M0j63B5qMIi5RJbd6g.jpeg)

**Example 1: Dedicated Bot for Each Communication Channel (image 4 of 9)**

This screenshot appears in the "Example 1: Dedicated Bot for Each Communication Channel" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: This setup ensures that the SMS bot is assigned specifically to handle SMS-related interactions, creating a seamless experience for contacts. Immediately after, the guide continues: Example 2: Dedicated bot for each live chat channel.
- What this covers: This setup ensures that the SMS bot is assigned specifically to handle SMS-related interactions, creating a seamless experience for contacts.
- Controls: Customer replied via SMS, Update Conversation AI Bot and Status, SMS Bot, Active
- Next: Example 2: Dedicated bot for each live chat channel

Full procedure:

1. Pre-requisite: Create a workflow.
2. Select the trigger, e.g., Customer replied via SMS.
3. Add the action: Update Conversation AI Bot and Status.
4. Choose the bot from the dropdown (e.g., SMS Bot).
5. Set the bot’s status to Active.
6. Publish the workflow.

**Example 2:  Dedicated bot for each live chat channel** 

![Example 1: Dedicated Bot for Each Communication Channel (image 5 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155039439237/original/hwj1XZjbrENdZmlwSvu3p4TNPyGNOUw5Uw.jpeg)

**Example 1: Dedicated Bot for Each Communication Channel (image 5 of 9)**

This screenshot appears in the "Example 1: Dedicated Bot for Each Communication Channel" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: Example 2: Dedicated bot for each live chat channel. Immediately after, the guide continues: Scenario: You want a bot to interact only with contacts that have a specific tag (e.g., “”Call Booked").
- What this covers: Example 2: Dedicated bot for each live chat channel
- Controls: Customer replied via SMS, Update Conversation AI Bot and Status, SMS Bot, Active
- Next: Scenario: You want a bot to interact only with contacts that have a specific tag (e.g., “”Call Booked").

Full procedure:

1. Pre-requisite: Create a workflow.
2. Select the trigger, e.g., Customer replied via SMS.
3. Add the action: Update Conversation AI Bot and Status.
4. Choose the bot from the dropdown (e.g., SMS Bot).
5. Set the bot’s status to Active.
6. Publish the workflow.

![Example 1: Dedicated Bot for Each Communication Channel (image 6 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155039439238/original/9JENTQMCn3DopAPPeGXQhfQP5YsJCt2PFw.jpeg)

**Example 1: Dedicated Bot for Each Communication Channel (image 6 of 9)**

This screenshot appears in the "Example 1: Dedicated Bot for Each Communication Channel" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: Example 2: Dedicated bot for each live chat channel. Immediately after, the guide continues: Scenario: You want a bot to interact only with contacts that have a specific tag (e.g., “”Call Booked").
- What this covers: Example 2: Dedicated bot for each live chat channel
- Controls: Customer replied via SMS, Update Conversation AI Bot and Status, SMS Bot, Active
- Next: Scenario: You want a bot to interact only with contacts that have a specific tag (e.g., “”Call Booked").

Full procedure:

1. Pre-requisite: Create a workflow.
2. Select the trigger, e.g., Customer replied via SMS.
3. Add the action: Update Conversation AI Bot and Status.
4. Choose the bot from the dropdown (e.g., SMS Bot).
5. Set the bot’s status to Active.
6. Publish the workflow.

### **Example 2: Assigning Bots Based on Tags**

**Scenario:**  
You want a bot to interact only with contacts that have a specific tag (e.g., “”Call Booked").

**Solution:**

1.  **Pre-requisite:** Create a workflow.
2.  Select the trigger, e.g., **Contact added with Tag: Call Booked**.
3.  Add the action: **Update Conversation AI Bot and Status**.
4.  Select the bot to assign.
5.  Set the bot’s status to **Active**.
6.  Publish the workflow.

This ensures personalised bot interactions based on the tags assigned to your contacts.

![Example 2: Assigning Bots Based on Tags (image 7 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155039439235/original/9E7hRSaHQ6BKTkHTgw0eM526T0kgxWgeZg.jpeg)

**Example 2: Assigning Bots Based on Tags (image 7 of 9)**

This screenshot appears in the "Example 2: Assigning Bots Based on Tags" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: This ensures personalised bot interactions based on the tags assigned to your contacts. Immediately after, the guide continues: Scenario: You want the Conversation AI bot to interact only with contacts who have completed a payment.
- What this covers: This ensures personalised bot interactions based on the tags assigned to your contacts.
- Controls: Contact added with Tag: Call Booked, Update Conversation AI Bot and Status, Active
- Next: Scenario: You want the Conversation AI bot to interact only with contacts who have completed a payment.

Full procedure:

1. Pre-requisite: Create a workflow.
2. Select the trigger, e.g., Contact added with Tag: Call Booked.
3. Add the action: Update Conversation AI Bot and Status.
4. Select the bot to assign.
5. Set the bot’s status to Active.
6. Publish the workflow.

### **Example 3: Bot Activation Based on Payment Status**

**Scenario:**  
You want the Conversation AI bot to interact only with contacts who have completed a payment.

**Solution:**

1.  **Pre-requisite:** Create a workflow.
2.  Add the trigger, e.g., **Payment Received**.
3.  Add the action: **Update Conversation AI Bot and Status**.
4.  Select the bot, such as **Sales Bot**.
5.  Set the bot’s status to **Active**.
6.  Publish the workflow.

This setup ensures that only paying customers receive communications from the Sales Bot, enhancing relevance and efficiency.

![Example 3: Bot Activation Based on Payment Status (image 8 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155039439233/original/C1N3OruegVvuNzY85W7x_agf0KawQJ-hEA.png)

**Example 3: Bot Activation Based on Payment Status (image 8 of 9)**

This screenshot appears in the "Example 3: Bot Activation Based on Payment Status" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: This setup ensures that only paying customers receive communications from the Sales Bot, enhancing relevance and efficiency. Immediately after, the guide continues: You can assign multiple bots for different live chat channels, with each bot dedicated to a specific channel. Bots can be dynamically updated based on evolving criteria or workflows, allowing for greater customization and control.
- What this covers: This setup ensures that only paying customers receive communications from the Sales Bot, enhancing relevance and efficiency.
- Controls: Payment Received, Update Conversation AI Bot and Status, Sales Bot, Active
- Next: You can assign multiple bots for different live chat channels, with each bot dedicated to a specific channel. Bots can be dynamically updated based on evolving criteria or workflows, allowing for greater customization and control.

Full procedure:

1. Pre-requisite: Create a workflow.
2. Add the trigger, e.g., Payment Received.
3. Add the action: Update Conversation AI Bot and Status.
4. Select the bot, such as Sales Bot.
5. Set the bot’s status to Active.
6. Publish the workflow.

![Example 3: Bot Activation Based on Payment Status (image 9 of 9)](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155039439230/original/kdoSUvtbwwJU9ga1rOxu2lF2k0RT3D-y-A.png)

**Example 3: Bot Activation Based on Payment Status (image 9 of 9)**

This screenshot appears in the "Example 3: Bot Activation Based on Payment Status" section of "Workflow Action - Update Conversation AI Bot and Status". The text alongside this image reads: This setup ensures that only paying customers receive communications from the Sales Bot, enhancing relevance and efficiency. Immediately after, the guide continues: You can assign multiple bots for different live chat channels, with each bot dedicated to a specific channel. Bots can be dynamically updated based on evolving criteria or workflows, allowing for greater customization and control.
- What this covers: This setup ensures that only paying customers receive communications from the Sales Bot, enhancing relevance and efficiency.
- Controls: Payment Received, Update Conversation AI Bot and Status, Sales Bot, Active
- Next: You can assign multiple bots for different live chat channels, with each bot dedicated to a specific channel. Bots can be dynamically updated based on evolving criteria or workflows, allowing for greater customization and control.

Full procedure:

1. Pre-requisite: Create a workflow.
2. Add the trigger, e.g., Payment Received.
3. Add the action: Update Conversation AI Bot and Status.
4. Select the bot, such as Sales Bot.
5. Set the bot’s status to Active.
6. Publish the workflow.

### **Additional Notes:**

-   You can assign multiple bots for different live chat channels, with each bot dedicated to a specific channel.
-   Bots can be dynamically updated based on evolving criteria or workflows, allowing for greater customization and control.

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Documentation for GHL Customer Care. Support: support@ghlcustomercare.com