AI Agent: Understand Channel Source & Events for Smarter Automation
planned
Wong Yi Teng
Business Problem
Currently, AI Agent doesn’t understand a contact’s
channel source
(e.g., TikTok Ads, Messenger, Instagram Story, CTC ads) or channel events
(e.g., CTA button clicks, story replies, in-app actions).As a result, the AI Agent can’t:
- Route leads accurately based on where they came from.
- Respond contextually when customers take in-channel actions.
For example, when someone clicks an ad or replies to a story, the AI Agent starts fresh with generic greetings and questions — creating friction and increasing drop-offs.
Desired Outcome
Enable the AI Agent to understand and act on
channel sources and events
— for example, by reading campaign or ad metadata (like ID or name). This would let it:- Auto-route leads to the right agents
- Deliver real-time, context-aware responses the moment users interact — skipping generic greetings and jumping straight into what they care about.
N
Nabilah Binti Salleh
Merged in a post:
Workflow Trigger per Channel Conversation for seamless channel based AI routing
Fahim Hossain Chowdhury
Currently, when a single contact starts conversations on multiple channels (e.g., WhatsApp + Facebook) around the same time, the workflow triggers only for the first channel. As a result, channel-specific AI agents for the other channels never activate.
Desired behavior:
Each time a contact starts a conversation on a channel, the workflow should trigger independently for that channel. This would allow the correct, channel-specific AI to take over smoothly, keeping conversations clean, contextual, and properly segmented.
Why this matters:
We actively use the unified inbox and plan to scale by adding more channels and multiple workspaces for sister concerns. This is not an edge case—it becomes a real limitation as volume and channel diversity grow.
Without per-channel workflow triggering, AI routing breaks in multi-channel scenarios, reducing automation reliability and increasing manual intervention.
This feature would significantly improve scalability, AI accuracy, and multi-brand/multi-channel operations for teams like ours at Betafore.
Opinionated take: unified inbox without channel-aware triggers is like a traffic signal that only turns green once—great idea, awkward execution.
Fahim Hossain Chowdhury
Nabilah Binti Salleh Thanks. I already have that. You haven't understood my problem. If the same contact sends message to 2 channels at once only a single workflow run will occur. And you will be chatting with 1st assigned AI. 2nd Channel AI won't be assigned as workflow didn't trigger again for the second channel Interaction. I've different AI for every single channel. If don't get assigned per channel then there's no point of having this workflow.
The routing process you shared only work for different contact interaction across channels.
or same contact interaction with channel after a conversation becomes Idled or closed.
N
Nabilah Binti Salleh
Fahim Hossain Chowdhury: I see, thank you for clarifying for us. Could you share an instance for you, on when the same contact can send a message to 2 channels at once?
Fahim Hossain Chowdhury
Nabilah Binti Salleh I've already shown that in a google meet call to one of your colleagues. Here the messages from same contact at the same time on 2 different WhatsApp channel. Workflow ran only once. it should've rerun to route to specific AI for that specific channel
N
Nabilah Binti Salleh
Hi Fahim Hossain Chowdhury - if I understand you correctly, you would want to route contacts differently or have different workflows for different channels.
Currently, you can do this by adding a branch step with branches for different last interacted channels (example shown in the attached screenshot). Then you can design different steps for each branch.
Let me know if I understand you correctly and if this alternative solves your problem, thanks! 😊
Fahim Hossain Chowdhury
Currently, when a single contact starts conversations on multiple channels (e.g., WhatsApp + Facebook) around the same time, the workflow triggers only for the first channel. As a result, channel-specific AI agents for the other channels never activate.
Desired behavior:
Each time a contact starts a conversation on a channel, the workflow should trigger independently for that channel. This would allow the correct, channel-specific AI to take over smoothly, keeping conversations clean, contextual, and properly segmented.
Why this matters:
We actively use the unified inbox and plan to scale by adding more channels and multiple workspaces for sister concerns. This is not an edge case—it becomes a real limitation as volume and channel diversity grow.
Without per-channel workflow triggering, AI routing breaks in multi-channel scenarios, reducing automation reliability and increasing manual intervention.
This feature would significantly improve scalability, AI accuracy, and multi-brand/multi-channel operations for teams like ours at Betafore.
Opinionated take: unified inbox without channel-aware triggers is like a traffic signal that only turns green once—great idea, awkward execution.
N
Nabilah Binti Salleh
Merged in a post:
AI Agent: Understand CTC Ad Context
I
Iaroslav Kudritskiy
Business Problem
Some businesses run many different ads all for different products and services. Especially when there are a lot of ads and some ads are experiments it is very time consuming the set up a different workflow for each individual ad.
Proposed Solution
Make it possible for an AI Agent to understand that the person came from an ad and the key context of the ad like headline, description etc. This would allow one AI Agent to respond to several different ads without extensive setup.
S
Shi Hui
marked this post as
planned
N
Nabilah Binti Salleh
Merged in a post:
AI Agent: Understand Channel Events
Wong Yi Teng
Business Problem
Currently, the AI Agent cannot understand or respond to channel events (e.g., when a customer clicks a button, replies to a story, or performs other in-channel actions). This limitation reduces the value of these events, since they cannot trigger automation or real-time engagement.
Desired Outcome
Allow the AI Agent to detect and act on channel events. This would enable the AI Agent to:
- Automate actions when specific events occur
- Provide real-time, relevant responses to customer actions
N
Nabilah Binti Salleh
Merged in a post:
Ai Agent: Understand Channel
Alex Kemsley
We are training the ai agent to keep messages short for sms and whatsapp but customer will also email in and necessitates a different length of response. We need the agent to have visibility of the channel so it can adjust the response length and style.
Keller Lo
Yes, I need this too
Alex Kemsley
Yes please.
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