Bot Conflict Handling in BotSailor

🧭 Introduction

When multiple automations, message flows, or live chat agents are active at the same time, bot conflicts can occur. These conflicts happen when two or more responses are triggered simultaneously for a single user action—causing unexpected replies or interrupting live agent chats.

BotSailor has built-in conflict handling mechanisms that help you manage these scenarios efficiently. Whether you're toggling between bot and human replies or dealing with overlapping flows like comment replies, broadcast messages, and auto-replies—conflict handling ensures that your chatbot behaves consistently and professionally.

💡 Use Cases

• Preventing bot replies during live human conversation
• Avoiding double responses from “No Match” and broadcast flows
• Managing WhatsApp message templates vs. regular messages
• Ensuring one flow is active per interaction
• Temporarily disabling bots during manual takeover

🔍 How Bot Conflict Handling Works

1. Flow Priority Management

BotSailor automatically prioritizes flows based on type:

When one is active (e.g., live chat), the lower-priority flow will be suppressed or queued to avoid overlapping messages.

2. Disable Bot Reply During Human Chat

In your Bot Configuration Settings, toggle Bot Reply Disable under “Shared Inbox Signature Message Configuration.”
 When enabled, this ensures the bot won’t reply while a human agent is chatting with the user.

✅ Best for businesses offering manual support.

3. Business Hour-Based Disabling

Under Business Hour Settings, you can configure:

• Timezone
• Working hours
• Off days

By enabling “Disable Bot Reply” during off-hours, you can prevent unwanted bot interference and allow fallback messages like “Our team is currently offline.”

4. Handling Flow Triggers Carefully

To avoid triggering multiple flows:

• Assign clear keywords to each Bot Reply
• Avoid overlapping conditions (e.g., using “Hi” for multiple replies)
• Set fallback rules under No Match Settings
  
  

5. WhatsApp Template Conflicts

WhatsApp bots may face restrictions if:

• A regular message is sent where a template is required (outside the 24-hour window)
• Multiple templates are triggered for a single event

📌 Ensure templates are pre-approved and only triggered when needed.

🛠️ How to Set

1️⃣ Enable Bot Reply Disable (for live chat)

Navigate to Bot Configuration > Signature Message Section
 Toggle Bot Reply Disable → Enabled

2️⃣ Set Business Hours

Go to Configuration → Business Hour Settings
 Define Start & End Time, Timezone, and Off Day
 Enable Disable Bot Reply toggle

3️⃣ Separate Flows Logically

Ensure:

• Unique triggers for different flows
• Clear separation of broadcast and auto-reply logic
• One action per keyword or condition

4️⃣ Use No Match Intelligently

Only enable No Match Reply if fallback is necessary
 Use "Once a day" mode to avoid message flooding

5️⃣ Monitor Bot Logs

Review Bot Error Logs to find failed executions or template mismatches due to conflicts

📌 Summary Table

❓ FAQs

What happens if two flows are triggered at once?
 BotSailor follows a built-in priority order. The higher priority flow (e.g., human chat) will override lower ones.

Can I pause the bot temporarily for a specific user?
 Yes. When an agent joins the chat or when business hours are off, bot replies can be paused automatically.

Why are WhatsApp templates failing sometimes?
 This usually happens if a message is sent outside the 24-hour window without using an approved template.

How do I debug conflicts?
 Use Bot Error Logs to check template mismatch, webhook failure, or duplicate message handling.

Can multiple bots work on the same page or number?
 No. Only one bot can be active per platform (Messenger/WhatsApp) per page/number in BotSailor.

🏁 Conclusion

Smart bot conflict handling is key to delivering a smooth and professional chatbot experience. With BotSailor, you have total control over when and how your bot should reply—whether you're managing business hours, switching to a live agent, or preventing flow overlaps.

🛡️ Automate with precision. Communicate with clarity. Support without chaos.