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

1. Go to Chatbots → [Your Bot] → Details → Settings
2. Select the channels where this bot should be active
3. Configure response rules:
   • Priority — If multiple bots are assigned to the same channel, priority determines which responds first
   • Response rules — Conditions for when the bot should respond
4. Save

Human handoff

You can configure rules for when the bot should stop responding and hand off to a human team member:

• When the customer explicitly asks for a human
• When the bot cannot answer a question
• When the conversation reaches a certain complexity

Multiple bots per channel

If you assign multiple bots to the same channel, the priority setting determines which bot responds. Higher-priority bots get the first chance to respond.

Next steps

• AI Chatbots Overview — Chatbot fundamentals
• Inbox Overview — Managing conversations alongside bots