Key concepts

• Master Bot: rules that assign each new contact to a chatbot based on conditions (variables, channels, or percentages).
• Default bot: the bot that receives contacts that don’t meet any condition.
• Unassign bot: action that leaves the conversation without a bot, so the next message runs the Master Bot again.
• Run Master Bot: block that re-evaluates the rules in the middle of a flow.

Why is the customer still in a bot I already changed?

Once assigned, the contact stays with that bot. If you change the bot in the Master Bot, existing chats aren’t moved automatically.

Step 1: open the Conversation closing flow.

Step 2: add the Unassign bot action at the end.

Step 3: publish. Starting with the next contact, the customer goes through the Master Bot again and gets the correct assignment.

Note: if the customer closed the conversation and landed in the bot that sent them a template, the cause is the same: the bot that sent the template stays assigned. Adding Unassign bot to the closing flow fixes it.

Why do some chats get no response from the bot?

Check two things:

• If they don’t meet any Master Bot condition, they go to the default bot. If that bot is turned off, no one responds.
• If the contact ended up in a bot with no active intents (no Default message, Initial message, or Greeting), the bot doesn’t respond. Turn on the Default message with an action that redirects to the Master Bot.

How do I move a customer from one chatbot to another?

Step 1: in the flow, use Set variable (for example, botBeneficios = true).

Step 2: add Run Master Bot.

Step 3: in the Master Bot, create a condition based on that variable that assigns the new chatbot.

To switch back, change the variable’s value.

Can a 3.0 orchestrator and 2.0 chatbots coexist on the same line?

Yes. From channel assignment (gear icon option), you can split traffic by percentage or by conditions with variables. For Click to WhatsApp ad traffic, a useful condition is “If referralSourceId is not empty.”

Important considerations

• A Botmaker 3.0 agent can’t run a 2.0 chatbot; redirects with Run Master Bot only work from 2.0 to 2.0.
• Redirection to Central doesn’t have its own flow: it uses the bot assigned to the line.
• When the chatbot is turned off, it doesn’t respond to messages, but it does respond to previous buttons.
• The platform doesn’t log which user turns a bot on or off.

Remember to visit our Help Center for further information.