Multi channel bot action

Overview

The Multi Channel Bot Action allows you to create and manage bots that work across WhatsApp, Instagram, or both channels. You can configure intent messages, build workflows using nodes, and publish bots for customer interactions.

Accessing Bot Configuration

• Log in to Ownchat

• Click the Bot menu icon

• View all bots using the All Status filter

• Select Inactive to view inactive bots (optional)

Creating a Bot

Step 1: Start Bot Creation

• Click Create New Bot

• Enter a name in the Bot name field

Step 2: Configure Intent Message

• Enter a greeting message in the Intent Message field

• Select an intent option from the dropdown

Step 3: Set Bot Configuration

• Enter bot expiry time (in minutes)

• Select a Channel Type:

• Instagram

• WhatsApp

• WhatsApp & Instagram

• Click Create

Channel-Specific Setup

Instagram Bot

• Select Instagram in Channel Type

• Choose intent message

• Click Create

• Click Edit Bot

• Toggle Publish

• Click Update

WhatsApp Bot

• Select WhatsApp in Channel Type

• Enter intent message

• Optionally:

• Select predefined greetings

• Add wildcard (*) intent

• Click Create

• Click Edit Bot

• Toggle Publish

• Click Update

WhatsApp + Instagram Bot

• Select WhatsApp & Instagram in Channel Type

• Enter and select intent message

• Click Create

• Click Edit Bot

• Toggle Publish

• Click Update

Channel Behavior

Bots work based on the channels enabled during setup. The bot responds only on the selected channel(s).

Single Channel Usage

If your account is onboarded with WhatsApp only:

• Bots can be created and used only on WhatsApp

• Bot responds only to WhatsApp messages

If your account is onboarded with Instagram only:

• Bots can be created and used only on Instagram

• Bot responds only to Instagra messages

Multi Channel Usage (WhatsApp + Instagram)

If both WhatsApp & Instagram are enabled:

• A single bot can be used for both channels

• The same bot works across both platforms

Behavior:

• WhatsApp message → Bot responds on WhatsApp

• Instagram message → Bot responds on Instagram

Building the Bot Workflow

Add Nodes

• Click Add Node or + icon

• Insert nodes into the workflow

Add Actions

• Click Add Action inside a node

• Select required action

Key Actions

Send WhatsApp Invite

• Used in WhatsApp + Instagram bots

• Captures customer mobile number

Steps:

• Click Add Action → Select Send WhatsApp Invite

• Enter message in Message field

• Click Create

Send Text Message

• Click Send Text

• Enter message in Message field

• Click Create

Customer Identification

• Instagram → Identified using Instagram ID

• WhatsApp → Identified using phone number

• Use Send WhatsApp Invite to collect phone numbers from Instagram users

Publishing the Bot

• Complete workflow

• Click Publish

• Verify status at the top

• Active bots appear in active state

Important Points

• Bot works only on the channels enabled during setup

• Bot actions behave the same across channels

• Instagram users are identified by Instagram ID

• Phone number capture requires Send WhatsApp Invite

• Use wildcard (*) only if needed

• Always Publish + Update after changes

• Complete workflow before publishing

Summary

• Create bots for WhatsApp, Instagram, or both

• Configure intent messages

• Build workflows using nodes and actions

• Capture mobile numbers using WhatsApp invite

• Publish bot to activate