Channel and conditions on the AI Agent
The same AI Agent can serve several channels and adapt the prompt, extra contexts, and ready-made tools based on the conversation origin, the funnel stage, and the customer's tags.
Changelog: v2026.8.8
Channel in context
On every turn, the agent receives the current channel in the system context message:
- name (e.g. Sales WhatsApp)
- type (WhatsApp, Instagram, email, etc.)
- ID
- identifier (phone number, Instagram handle, email…)
The AI can tell conversations apart and adapt tone, offers, and transfers.
Condition rules
The same rules apply to the prompt, extra contexts, and ready-made tools.
| Setup | Result |
|---|---|
| No filter | Always included |
| Several channels (or stages, or tags) | OR — one match is enough |
| Channel and funnel and tags | AND — every filled type must match |
Example: channels A and B + VIP tag → the condition holds if the channel is A or B and the customer has the VIP tag.
If / else in the prompt text
On the Context tab, the editor has a branch button to insert a conditional block.
- Pick channel, stage, and/or tags
- Fill in the if true text
- (Optional) fill in if false
- The block is inserted; in the editor,
{{#if}},{{else}}, and{{/if}}are highlighted
Only the matching branch is sent to the AI. Without if false, the block is omitted when the condition does not match.
Extra contexts
Each extra context can have Show when. Matching blocks are concatenated into one text at the end.
- No condition = always included
- WhatsApp list remains available as a template
- Blank type is for conditional texts (tone, rules, offers per channel)
Ready-made tools
On each system action, use Available when. The tool is sent to the AI only if the condition matches.
Custom tools and the knowledge base do not use this filter in this version.
Test
On the Test tab, open Simulate context and pick channel, stage, and tags. The test applies the same rules as a live conversation (if / else blocks and extra contexts).
Limitations
- No nested if / else (several blocks in sequence are fine)
- Conditions do not apply to custom tools or the knowledge base yet
- The agent is still tied to channels through the flow / trigger; this feature does not create a direct prompt↔channel binding