Assigning to Channels
Once your chatbot is configured and has a knowledge base, assign it to channels so it can respond to incoming messages.
How channel assignment works
Each chatbot can be assigned to one or more channels. When a message arrives on an assigned channel, the bot processes it and generates a response based on its knowledge base and instructions.
Assigning a bot to a channel
- Go to Chatbots → [Your Bot] → Details → Settings
- In the channel section, attach the channels where this bot should be active
- Toggle each attached channel on or off as needed
Each attached channel shows its priority, which determines ordering when more than one bot is attached to the same channel.
Human handoff
Handoff to a human is driven by the bot's Intelligence settings rather than per-channel rules. In Details → Settings, you can enable auto-escalate on negative sentiment and set an escalation threshold, so the bot hands the conversation to your team when a customer's sentiment turns negative.
For rule-based handoff (for example, take over or notify an agent under specific conditions), build a flow in Automations using the chat takeover, notify-agent, and return-to-bot nodes.
Next steps
- AI Chatbots Overview — Chatbot fundamentals
- Inbox Overview — Managing conversations alongside bots