Salesbot interruptions: What you need to know

Sometimes, when multiple bots are triggered in the same customer conversation, they can interrupt each other, stopping the work of one of the bots. This can happen due to a number of reasons, such as when two Salesbots are set up with the same trigger, such as receiving incoming messages from clients, for example:

Bot1 is a Welcome bot connected to Live Chat (or any other channel), triggered when a new lead is added to the pipeline. When a new client enters the chat, they are automatically added to Kommo as an incoming lead, prompting Bot1 to greet them.

At the same time, Bot2, configured with the same trigger, sends an internal message to the responsible user, notifying them of the new lead.

Because both Salesbots are triggered simultaneously, Kommo’s logic prevents one of them from launching.

However, due to our new update, this is no longer the case.

To solve some of these issues, Kommo introduced a Salesbot update. It includes new logic that decreases the number of scenarios where our bots can cut each other off. The key improvement is that Salesbots will now operate without interfering with each other in most cases.

However, there are still a few scenarios where Salesbot interruptions can occur. In these situations, one of the Salesbots will stop working:

If two bots are working at the same time and both have steps that pause until the client interacts with them, here's what happens:

• Bot1 will stop working as soon as Bot2 sends a pause step to the client.
• Bot2 will remain active and will resume its process as soon as the client responds in the chat.

Example: When a customer starts a chat, Bot1 sends a welcome message, saying, “Hi! How can I assist you today?”. Coincidently, Bot2 is triggered and sends a broadcast: “We have a special sale running right now! Enter your email to get a discount.” The conversation then pauses until the customer replies. In this flow, Bot1 stops functioning as soon as Bot2 is triggered, and Bot2 resumes only after receiving the customer’s reply.

If two bots send messages containing a step with a button, the second bot will either stop the work of the first bot or continue working at the same time as the first bot.

Example: When a client starts a chat, Bot1 offers options to learn about the restaurant's offer. Before the client replies, Bot2 sends a marketing broadcasting message. If the broadcast message includes any buttons, Bot1 will discontinue its work. If it doesn't, Bot1 will continue its work as usual.

If one bot sends a video to the client, the other bot might start its work even if the client has not viewed the video.

Example: Bot1 sends a product demo video and waits for the client to open or close it. If the client doesn’t respond in time, the conversation automatically closes, triggering an NPS survey about their experience – even if they didn’t watch the video. This disrupts the workflow because the NPS bot starts too early.

To learn about all Salesbot all steps, refer to our Salesbot steps and actions guide.

This new logic applies only to bots created after Kommo’s latest update. However, you can manually update any bots created before the update. To check if a Salesbot has been updated, open the bot. If the following notification appears at the top of the bot constructor, it means the bot has not yet been updated:

You can update it by following these steps:

1. Option 1: Click Update bot.

Click Update now.

The update is complete!

1. Option 2: Copy the existing bot.

Once you make a new copy of the existing bot, it will automatically use the updated logic.

To copy a bot, open the list of your Salesbots by clicking Settings > Templates & Bots.

Select the bot you want to copy by checking the box next to its name.

Click Copy.

A new bot will appear in the list. Don’t forget to delete the old copy to ensure everything functions properly.

Need more help setting up or troubleshooting? Contact us by sending an email to support@kommo.com or write to us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

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