What Are Channel-Aware Workflows?

Channel-aware workflows let a single workflow handle conversations differently depending on the channel — Web chat, SMS, IVR (phone), WhatsApp, Email, Facebook Messenger, or Twitter DM. Instead of building separate workflows for each channel, you configure channel-specific behavior on AI nodes and let the system automatically adjust.

When to Use Channel Overrides vs. Separate Workflows

Use channel overrides when:

• The core flow is the same across channels (greet → identify → resolve → close)
• Only the tone, formatting, or response length differs per channel
• You want one workflow to maintain — changes apply everywhere

Use separate workflows when:

• The flow itself is fundamentally different (e.g., IVR has a completely different menu tree)
• One channel needs steps that don't exist on others (e.g., email needs a subject line step)
• The logic branches differently based on channel-specific capabilities

Rule of thumb: If more than 30% of the nodes would need channel overrides, consider a separate workflow. Otherwise, keep it unified.

How Prompt Assembly Works (3 Layers)

When an AI node runs, the system assembles the final prompt from three layers:

1. Global Prompt (Account → AI Settings) — site-wide instructions that apply to every bot. Use this for company-wide rules like tone, compliance, or brand guidelines.

2. Bot Prompt (Bots → AI Config) — the main system prompt for this specific bot. This defines what the bot does, what tools it has, and how it should behave.

3. Channel Override (per AI Config, per channel) — channel-specific tweaks that modify or replace the bot prompt for a specific channel.

The final prompt = Global Prompt + Bot Prompt + Channel Override (based on mode).

Override Modes Explained

Each channel override has a mode that controls how it interacts with the bot prompt:

• Additive — The override text is appended after the bot prompt. Use this for small channel-specific tweaks like "Keep SMS responses under 160 characters" or "Don't include URLs in IVR responses."

• Replace — The override text completely replaces the bot prompt for this channel. Use this when the bot needs to behave very differently on one channel (e.g., a completely different script for phone calls).

• Suppress — The bot prompt is removed entirely for this channel. Only the global prompt applies. Use this rarely — typically when a channel should have minimal AI behavior.

Setting Up a Channel Override

1. Open the workflow editor and click on an AI Chatbot node

2. Click Channel Overrides below the AI Config selector

3. Expand the channel you want to customize (e.g., IVR, SMS)

4. Select the override mode (Additive, Replace, or Suppress)

5. Enter the override text (for Additive or Replace modes)

6. Click Preview Assembled Prompt to see the final result

7. Click Save Channel Overrides

Best Practices for Each Channel

IVR (Phone):

• Don't include URLs — callers can't click links
• Use numbered options ("Press 1 for..., Press 2 for...")
• Keep responses concise — long text sounds unnatural when read aloud
• Avoid emoji, formatting, and special characters

SMS:

• Keep responses under 160 characters per message when possible
• Use numbered options (Reply 1, 2, or 3) instead of buttons
• Include links sparingly — they count against character limits
• Be direct and concise

WhatsApp:

• Supports rich text (bold, _italic_) and numbered lists
• Can send media and documents
• Numbered option lists work well for quick replies

Web Chat:

• Full support for buttons, cards, and rich media
• This is the default experience — usually no override needed

Email:

• Responses can be longer and more detailed
• Links and formatting fully supported
• Consider a more formal tone if appropriate

Channel Perspective Viewer

In the workflow editor, use the channel dropdown in the left toolbar to preview how the workflow appears from each channel's perspective. AI nodes that have channel-specific overrides will be highlighted with a blue badge showing the channel name.

Global AI Prompt

To set a site-wide AI prompt that applies to all bots:

1. Go to Account → AI Settings tab

2. Enter your global prompt text

3. Click Save

Good use cases for the global prompt:

• Company name and brand voice guidelines
• Compliance rules (e.g., "Never share pricing without manager approval")
• Standard escalation instructions
• Language preferences