New channel management conversation AI

New channel management experience

EveryCatch channel management gives you more direct control over how your AI bots are assigned to each conversation channel.

Instead of relying on a single "Primary Bot," you can now decide exactly which bot handles which conversations.

Bots can be mapped directly to channels and respond on their own, based on the rules you set.

What changed

• No required "Primary Bot." You now assign bots directly to channels (SMS

Email, Facebook, Instagram, WhatsApp, Live Chat, Web Chat) so you can configure different bots for different types of conversations.

• More granular routing. You can route by channel, by specific account/number, and by contact tags

for example, send VIP-tagged contacts to one bot and everyone else to another.

• Specific rules take priority. A more targeted assignment always wins over a broader one (for example,

"Facebook + VIP tag" overrides a general "Facebook" assignment).

• No duplicate assignments. Two bots cannot share the exact same channel + identifier

+ tag configuration, which prevents conflicts and makes routing predictable.

How to turn it on

1. Open Labs at the account level.
2. Enable the flag named "Conversations AI Channel Management".
3. Wait about 5 minutes for your existing setup to migrate before testing.

Migration runs automatically once the flag is on, so you do not need to rebuild or recreate any of your existing bots.

What happens to your existing bots (migration)

• Your current Primary Bot is preserved. During migration it is automatically assigned

to the channels it already supports, so it continues to reply in the same way as before.

• Bots that were not the Primary Bot keep their configurations, and you can now assign them to

channels using the new channel assignment controls to expand or refine how they are used.

• A bot assigned directly to a contact still has the highest priority, regardless of channel.

Previously, if a bot was assigned to a contact but had that channel disabled, it would not reply.

Now that per-bot supported channels are deprecated, an assigned bot will reply as

long as it is in autopilot mode and will still respect all other settings (such as sleep

time).

The "first bot is primary" concept is gone

Previously, the first bot you created for an account was automatically made the

location's Primary Bot. That behavior is deprecated, so there is no automatic primary bot

anymore. To have a bot reply, you simply enable the channels you want it to handle in channel management.

Facebook & instagram with multiple accounts

• Each connected Facebook Page or Instagram account is treated as its own channel

identifier, so you can control routing per Page or account.

• After migration, your existing bot responds across all connected Facebook/Instagram

accounts by default, matching how it worked before the change.

• If you want different behavior per account, assign a specific bot to a specific Page/account so that

each connected account can be handled by its own dedicated bot.

Snapshots

What happens when you load a snapshot depends on when the original bots in that snapshot were created.

• Snapshot from an older setup (before channel management): the bot that was the Primary

Bot keeps responding automatically. It is assigned its supported channels for you on the

first incoming message, with no extra configuration required.

• Snapshot from a channel management setup: loaded bots are created without channel

assignments. Assign each bot to the channels you want it to handle before it will

start responding to contacts.

• In all cases, review each loaded bot's channel assignments before going live to confirm

they match how you want conversations to be routed across channels and segments.

Tags and segmentation

• Assignments can include both include and exclude tag filters.
• Two bots can share the same channel as long as their tag filters are different. This is how you

split traffic, for example sending VIPs to one bot and everyone else to another bot on the same channel.

Workflows and transfers

• The "Update Conversation AI Bot and Status" workflow action is still available and is now

channel-agnostic. The bot you assign from the workflow will respond to that contact across any

channel, without needing a separate channel assignment.

• Transfer Bot continues to work as before. A transferred bot can respond to the contact even

when there is no pre-set channel assignment for that specific conversation.

• Sleep / pause behavior is preserved. A manual reply pauses the assigned bot for its

configured duration (when enabled), no matter which bot is currently handling the contact.

IMPORTANT: when this feature is enabled, any agent assigned using Update Conversation AI Bot and Status will respond on all channels. The previous supported channels configuration is deprecated and is no longer used to determine where an agent replies.

Not supported yet

• The public API is not supported for managing channel assignments, so please use the in-app

channel management controls for all assignment changes.

Need help

If a bot is not responding as you expect after enabling the flag, first check that the bot is assigned

to the correct channel (and to the correct account for Facebook/Instagram) and that its tag filters align with

the tags on the contact.