Campaign context matters
The runtime receives the campaign and conversation context for an inbound reply. A saved bot is not automatically assigned to every company conversation.
Can a customer’s campaign reply reach an AI assistant with the right instructions and tools?
Configure and test an AI assistant for campaign replies
Yes. The Bots workspace lets you configure a customer-facing assistant, save its prompt and tool choices, test a conversation, and assign it to a campaign. Eligible inbound campaign replies can run through that assistant. Review the test conversation and tool results before using it with customers.
Configure and test an AI assistant for campaign replies
Create the assistant for a specific conversation
Open Bots, create an agent, and choose the relevant starting template or configuration. Define the business context, prompt, and expected scope of the customer conversation.
Configure the permitted tools and behavior
Review the tools and settings available for the assistant. Give it only the operations needed for its role, such as answering questions or helping gather the information for a booking.
Run a test conversation
Select the assistant in the tester, enter a representative customer message, and review the reply. Continue the conversation across several messages to see how it handles missing details.
Inspect actions as well as wording
The test view shows tool activity, results, and retained variables where available. Check that a requested action produces the intended record or request rather than assuming that a confident reply means the action succeeded.
Assign the assistant to the campaign
Attach the saved assistant to the intended SMS campaign and enable it for that campaign. Confirm the campaign and phone setup so eligible incoming replies resolve to the correct assistant.
Review real replies and adjust the setup
Follow the conversation in Nexus and inspect the outcome. Update the prompt or tool configuration when a representative scenario needs a different response; staff should still review exceptions and incomplete requests.
Available tools define the actions
Customer-facing agents can only use their permitted tools and the information available in the session. Some operations create an asynchronous request that must complete before the result is treated as finished.
Before you get started
Questions about this workflow
Can I test it before assigning it to a campaign?
Yes. The bot tester supports a multi-message conversation and displays tool activity and variables returned by the runtime.
Does creating a bot turn it on for every incoming text?
No. Configure and enable the assistant for the intended campaign and confirm the inbound number and conversation mapping.
Will it perform every action a staff member can perform?
No. Behavior depends on the configured customer-facing tools, permissions, and required information. Test the specific conversation and resulting action you need.
Walk through your work in Nexus
Bring an example of the work you manage today. We’ll demonstrate the steps, customer view, and setup relevant to your team.