Channel-Specific AI Customisation: Per-Channel AI Agent & Welcome Message

Channel-Specific Customisation lets you configure each messaging channel (WhatsApp, Facebook/Messenger, Telegram, Instagram, etc.) with its own default AI agent and its own welcome message, so one workspace can serve multiple businesses or audiences.

Channel-Specific Customisation Overview

Short video on how to set it up:

How to Set Up Channel-Specific Customisation

Overview

Each messaging channel can now have its own:

• Default AI Agent / AI model
• Channel-specific welcome message (and other default automations, if enabled)

Previously, multiple connected channels shared one global default AI setting. With this update, you can run multiple businesses or audiences under one ABC Salesbot workspace, while keeping each channel's AI behavior tailored to that channel.

What You Can Do

1. Per-channel default AI Agent

You can assign a different default AI Agent to each connected channel. Example:

• WhatsApp Number A: HR AI (for HR / recruitment inquiries)
• WhatsApp Number B: Support AI (for customer support)
• Telegram bot: Support AI
• Facebook Page: Sales AI

If a channel does not have a default AI Agent assigned, the system falls back to the global default AI Agent configured under your AI Agents settings.

2. Per-channel welcome message / default automations

In the same Edit Channel screen, you can also configure default automations for that channel. A common use case is sending a channel-specific welcome message when a lead messages that channel. This allows each channel to have a different opening message and flow based on the channel's purpose or audience.

How to Set It Up

Step 1: Prepare your AI Agents

1. Go to AI Agents.
2. Make sure the AI Agents you want to use are already created and configured (e.g., HR AI, Support AI).

Step 2: Assign a default AI Agent to a messaging channel

1. Go to Messaging Channels.
2. Select the channel you want to customise (e.g., a specific WhatsApp number or Facebook page).
3. Click Edit Channel.
4. Under Default AI Agent, select the AI Agent you want for this channel.
5. Click Save.

You can repeat this for each connected channel, even if you have many channels connected.

Step 3 (Optional): Set a welcome message / default automation per channel

1. In the same Edit Channel screen, find Default Automations.
2. Select the automation you want to trigger when a lead messages this channel.
3. Ensure your automation includes the welcome message you want for that specific channel.
4. Click Save.

How to Confirm It's Working

1. Send a test message (e.g., "Hi") to the specific channel you just configured.
2. Verify that the reply comes from the correct AI Agent assigned to that channel.
3. If you configured a welcome message automation, confirm the welcome message triggers as expected.

Notes & Best Practices

• Use channel-specific AI Agents when you have different products, services, or audiences per channel.
• Keep AI instructions and tone aligned with the channel's purpose (e.g., sales vs. support).
• If you leave a channel unassigned, it will use the global default AI Agent (fallback behavior).