Overview

Managing AI conversations across multiple communication channels just became far more powerful.

Tekmatix has introduced a completely redesigned Channel Management experience for AI Bots, giving you precise control over which bots respond on each communication channel. Rather than relying on a single primary bot to handle every conversation, you can now assign any AI Bot directly to specific channels, accounts, and even customer segments.

This creates a far more flexible, scalable, and intelligent way to automate conversations across your business.

What's New?

Assign Any AI Bot to Any Channel

The previous single "Primary Bot" model has been replaced with direct channel assignments.

You can now assign AI Bots independently to channels including:

• SMS

• Email

• Facebook Messenger

• Instagram

• WhatsApp

• Live Chat

• Web Chat

Each bot can manage exactly the channels you choose.

Advanced Conversation Routing

Channel assignments now support multiple routing options, allowing conversations to be directed with incredible precision.

Route conversations based on:

• Communication channel

• Individual phone numbers

• Facebook Pages

• Instagram accounts

• Contact tags

For example, you could:

• Route VIP customers to one AI Bot.

• Send sales enquiries to another.

• Direct support conversations to a dedicated support assistant.

Smart Priority Rules

When multiple routing rules could apply, Tekmatix automatically uses the most specific match.

For example:

• Facebook Messenger + VIP Tag
  will always take priority over

• Facebook Messenger

This ensures every conversation reaches the most appropriate AI assistant.

Duplicate Assignment Protection

To prevent routing conflicts, Tekmatix won't allow two AI Bots to use the exact same combination of:

• Channel

• Account or identifier

• Contact tag rules

This keeps conversation routing predictable and reliable.

Automatic Migration for Existing AI Bots

Existing AI Bot configurations are preserved during migration.

Your current bot assignments are automatically transferred so conversations continue working without interruption.

During migration:

• Existing channel assignments are maintained.

• Current conversation behaviour continues.

• No manual recreation of bots is required.

Once migration completes, you can begin assigning additional bots using the new Channel Management controls.

Contact-Level AI Assignments Take Priority

If an AI Bot has been assigned directly to an individual contact, that assignment always overrides channel routing.

This means personalised AI experiences continue working exactly as expected, regardless of which communication channel the customer uses.

Multi-Account Facebook & Instagram Support

Businesses managing multiple Facebook Pages or Instagram accounts now have much greater flexibility.

Each connected account is treated as its own routing destination.

For example:

• Facebook Page A → Sales AI

• Facebook Page B → Support AI

• Instagram Account A → Booking Assistant

• Instagram Account B → Customer Service AI

Every account can have its own dedicated AI assistant.

Better Traffic Segmentation with Contact Tags

Channel Management also introduces advanced segmentation using contact tags.

Assignments can include both:

• Include Tags

• Exclude Tags

This makes it easy to split conversations between multiple AI Bots.

Example:

• VIP contacts → Premium Support AI

• New leads → Sales AI

• Existing customers → Customer Success AI

This level of segmentation creates much more personalised customer experiences.

Workflow Automation Still Works Seamlessly

Workflow automations continue working with the new Channel Management system.

The Update Conversation AI Bot & Status workflow action remains fully supported.

However, it is now channel-agnostic.

This means that when a workflow assigns an AI Bot to a contact, that bot can respond across every supported communication channel without requiring separate channel assignments.

Bot transfers also continue working normally.

If a conversation is transferred between AI Bots, the receiving bot can immediately continue the conversation while still respecting existing automation settings, including sleep and pause rules.

AI Sleep & Pause Settings Remain Intact

Manual conversations still pause AI responses when configured.

If a team member manually replies to a customer, the assigned AI Bot will pause for the configured duration before resuming automated conversations.

This behaviour remains consistent regardless of which AI Bot is handling the contact.

Important Change to AI Channel Behaviour

When using the Update Conversation AI Bot & Status workflow action, the assigned AI Bot will now respond across all communication channels.

The previous Supported Channels setting has been retired and no longer controls where an AI Bot can respond.

This simplifies AI management while ensuring assigned bots remain available wherever customers choose to communicate.

Snapshot Behaviour

Channel assignments behave slightly differently depending on when a snapshot was originally created.

Snapshots Created Before Channel Management

Older snapshots automatically preserve existing behaviour.

The AI Bot that previously handled conversations will continue responding after migration without requiring manual configuration.

Snapshots Created with the New Channel Management System

Bots imported from newer snapshots will not automatically receive channel assignments.

Simply assign each bot to the desired communication channels before enabling live conversations.

As a best practice, always review channel assignments after importing a snapshot to ensure conversations are routed exactly as intended.

How to Enable Channel Management

To activate the new experience:

1. Open Labs inside your Tekmatix account.

2. Enable the Conversations AI Channel Management feature.

3. Allow approximately five minutes for the automatic migration process to complete.

4. Review your AI Bot channel assignments before going live.

No manual migration is required.

Why This Matters

As businesses grow, a single AI assistant often isn't enough.

Different departments, customer types, communication channels, and brands all require different conversational experiences.

With the new Channel Management system, Tekmatix gives you complete control over how AI conversations are routed across your business.

Benefits include:

• Assign multiple AI Bots across different communication channels.

• Route conversations based on contact tags.

• Support multiple Facebook Pages and Instagram accounts independently.

• Prevent routing conflicts with duplicate assignment protection.

• Maintain personalised AI experiences with contact-level bot assignments.

• Scale AI automation with far greater flexibility and precision.

Whether you're automating sales, customer service, bookings, or support, the new AI Channel Management experience makes it easier than ever to build intelligent conversation routing that grows alongside your business.