Bot Conflict Handling in Acele
🧭 Introduction
When multiple automations or live chat interactions happen at the same time, bot conflicts may arise. These occur when more than one reply is triggered for the same user action—causing double replies or interference with live agent chats.
Acele includes built-in conflict handling mechanisms to prevent these issues. Whether you’re toggling between automated and manual replies or managing overlapping flows like auto-replies and broadcasts, Acele ensures smooth and professional communication via WhatsApp.
💡 Use Cases
- Suppressing bot replies during live human chat
- Preventing double messages from multiple reply triggers
- Managing WhatsApp template restrictions vs. regular messages
- Ensuring only one flow executes per user interaction
- Temporarily disabling bot replies during business off-hours or agent takeover
🔍 How Conflict Handling Works in Acele
1. Flow Priority Management
Acele prioritizes message flows in the following order:
| Priority | Flow Type |
|---|---|
| 1️⃣ | Human Agent Conversations |
| 2️⃣ | Triggered Bot Replies |
| 3️⃣ | Auto Replies (e.g., fallback) |
| 4️⃣ | Broadcast Messages |
| 5️⃣ | No Match Responses |
When a higher-priority flow is active (e.g., human agent), lower-priority ones are automatically suppressed.
2. Disable Bot Reply During Human Chat
Enable this toggle to prevent bot responses while an agent is active in chat:
- Navigate to Bot Configuration > Signature Message Section
- Toggle Bot Reply Disable → ON
✅ Ensures bots don’t interrupt ongoing human conversations.
3. Configure Business Hours
Prevent the bot from replying outside defined work times:
- Go to Bot Configuration > Business Hour Settings
- Set Timezone, Start & End Time, and Off Day
- Enable Disable Bot Reply toggle during off hours
- Optionally show a message like: “Our team is currently offline.”
4. Separate Flows and Triggers Clearly
To avoid unintentional overlap:
- Assign unique keywords to each flow
- Avoid using vague triggers like “Hi” in multiple flows
- Use fallback options sparingly in No Match settings
5. WhatsApp Template Conflicts
WhatsApp has a 24-hour messaging window, so:
- Use approved templates outside the window
- Avoid sending multiple templates for the same event
- Monitor delivery via logs
🛠️ How to Set It Up
| Setting | Steps |
|---|---|
| Bot Reply Disable | Bot Configuration → Signature Message Section → Toggle ON |
| Business Hour Rules | Bot Configuration → Set Timezone, Active Hours, Off Days → Enable Reply Blocking During Off Hours |
| Unique Flow Triggers | Use clearly defined keywords for each automation to avoid overlaps |
| No Match Settings | Enable only if fallback is necessary. Use “Once a day” mode to avoid spamming users |
| Log Monitoring | Review Bot Error Logs to debug message issues, webhook failures, or template rejections |
📌 Summary Table
| Feature | Purpose |
|---|---|
| Bot Reply Disable | Suppresses bot messages during live agent chat |
| Business Hour Settings | Avoids bot replies outside support hours |
| Flow Priority Structure | Prevents conflicting responses |
| Unique Triggers | Ensures separate logic for different automations |
| WhatsApp Template Rules | Prevents message failure due to API limitations |
❓ FAQs
Q: What happens if two flows trigger at once?
Acele follows the priority order—e.g., human chat will always override auto-replies or broadcasts.
Q: Can I pause bot replies for specific users?
Yes. If an agent starts chatting or if the message is received outside working hours (with auto-reply disabled), the bot will pause.
Q: Why are some WhatsApp templates failing?
Usually due to using unapproved templates or sending outside the 24-hour session window without a valid template.
Q: How do I identify message conflicts?
Use Bot Error Logs to diagnose and resolve errors, misfired automations, or template issues.
Q: Can multiple bots run on the same WhatsApp number?
No. Only one active bot instance per WhatsApp number is supported in Acele.
🏁 Conclusion
Smart bot conflict management is essential for creating a professional WhatsApp experience. With Acele, you’re equipped to manage priorities, live chats, schedules, and automation overlaps—all from a single dashboard.
🛡️ Automate with precision. Support with control. Communicate with confidence.
