Conversation AI is a sophisticated feature designed to enhance customer communication, automate appointment scheduling, and capture contact information. It will be a great helper in managing your responses and converting leads. So, let’s learn how to configure it.

To start, navigate to the Conversation AI tab in the AI Agents section. Within Conversation AI, you can edit an already existing bot or create a new bot.

Select how you wish to create your bot; you can pick between a Guided Form Setup, a Prompt-Based Bot, or a Flow-Based Builder. For this article, we’ll use a Prompt-Based Bot.

Next, select a template or start from scratch.

Bot Settings #

Bot Name #

Give your bot a distinctive name to personalize interactions and maintain brand consistency.

Bot Status #

Within the “Bot Status” segment for Conversation AI, you are presented with three unique modes to select from:

1. Off: This feature completely switches off the Conversation AI. While you can modify settings and particulars, the AI will cease engaging with your customers.
2. Suggestive: In this mode, Conversation AI serves as a helpful tool within the chat interface by offering potential responses to customer queries. You can send these suggestions as they are, make changes before dispatching them, or bypass the suggestions altogether.
3. Auto-Pilot: This mode empowers Conversation AI to autonomously dispatch messages to your customers, enhancing customer engagement and boosting response speed. When a message comes in, the system strategically waits before engaging the GPT API, allowing for the possibility of receiving multiple messages. It functions independently, facilitating communication without the need for manual oversight.

Supported Channels #

This section allows you to pick the platforms on which Conversation AI will operate. Here are the currently supported channels:

• Instagram: Conversation AI can reply to direct messages on your company’s Instagram account.
• Facebook: Enable Conversation AI to communicate with clients via your company’s Facebook page or Messenger.
• SMS: This allows for automated replies to text messages from your clients.
• Chat Widget (SMS Chat): Keeps your live chat active around the clock, even when your team is offline.
• Live chat: Keep the 24/7 chat active even when your team is not available by having the Conversation AI reply for you.
• WhatsApp: Automates customer interactions on WhatsApp, ensuring timely responses.
• Email: When an inbound email is received, Conversation AI processes and responds automatically based on configured rules and context.

By choosing these channels, you are ensuring that your clients receive quick, automated responses regardless of the platform they use to reach out to you.

Email Responses #

If using the Email conversation channel, click “Configure Email Settings” to modify the sender details, reply behaviour, and email format.

Note: Your template must contain the custom value “{{ai.response}}” for the Conversation AI to inject the generated response.

Review your email preview and, if satisfied, click Save in the bottom right corner.

AI Bot Trial #

Utilize the AI Bot Trial feature to understand how it will interact with your customers. Refine any settings afterward until you are satisfied.

Advanced Settings #

In the Advanced Settings section, you can fine-tune the bot’s behavior, such as setting the Business Name.

Auto Pilot Mode #

This mode allows the bot to operate independently, handling customer inquiries, booking appointments, and even triggering workflows without human intervention. The options to set are:

1. Wait time before responding: This defines the total time that can pass between receiving a message and the bot’s response.
2. Maximum messages a bot can send in a conversation: The bot will go to sleep for that contact if this limit is reached in that conversation.
3. Allow this bot to respond to images and/or voice notes: By enabling this option, the bot will respond to images and voice notes.
4. Send bot to sleep when I send a message manually or through workflow: The bot will stop responding if you manually respond to the message or a workflow sends a response before the AI response.

Response Settings #

Toggle the Response Style Settings switch to choose the tone for your message. You can choose from any of these three options:

• Concise: Short, crisp replies (~30 words).
• Balanced: Moderate detail (about 80 words).
• Detailed: More comprehensive replies (up to 200 words).

These settings apply only to the selected bot.

Note: Response Style serves as a soft guideline rather than a strict word limit; avoid adding conflicting length instructions in your prompt, as prompt-level directives may override or interfere with the selected style.

Bot Training #

In this section, you can guide how Conversation AI uses the Knowledge Base by adding optional triggers and instructions. Without any triggers, the AI decides on its own when to reference the Knowledge Base, following its default behavior.

Click “Add Knowledge Base Trigger” to define up to 4 triggers, each with up to 7 Knowledge Bases, to signal when specific information should be used.

When a condition is met, the AI prioritizes the relevant Knowledge Base, which improves accuracy and ensures important information is not missed.

Test Your Bot #

After configuring your triggers, you can try out the bot and interact with it to get a feel for how it will interact with your customers. You can also write a message and get a response from your bot. If you don’t like the way it answers, click on the thumbs down to change how the bot will respond in the future.

Bot Goals #

Prompt #

Here, you can define the bot’s primary purpose by setting up the Personality, Intent, and Additional Information. You can edit the Prompt, personalize the bot as much as you want, and include Custom Values, specific responses, and tidbits of information you want the bot to use.

1. Personality: Customize the tone and style of the bot’s responses to match your brand voice. This will also clarify the things the bot can or cannot do, ensuring transparency.
2. Goal: Specify the key objectives the bot should focus on, such as lead generation or customer support.
3. Additional Information: Provide guidelines for the bot, including any extra details or context to improve its performance.

Configure Your Actions #

• Appointment Booking: Enable the bot to schedule appointments directly from the chat interface. You can have the bot do the full booking or check the box to limit the bot to only sending the calendar link.
• Trigger a Workflow: Set up the bot to initiate specific workflows based on customer interactions.
• Contact Info: Allow the bot to collect and store customer contact information for follow-ups.
• Stop Bot: Require the bot to stop when a specified condition is met.
• Human Handover: Transfer the conversation to a team member when a specified condition is met.
• Transfer Bot: Transfer the conversation to another bot when a specified condition is met.
• Auto Followup: Allow the bot to follow up with the contact when a specified condition is met.

Conversation Summary #

Enable the Conversation Summary feature to generate a condensed message after each bot conversation. You can set the inactivity time and minimum messages required to generate the summary, trigger a workflow, save the summary to a custom field, or receive an email notification for each summary.

Dashboard #

1. Filters: Use the Channel Selector and Date Range Selector to refine your insights and focus on specific data points.
2. Total Unique Contacts: Represents the number of unique contacts engaged with the bot on a particular date, providing a clear overview of bot interaction.
3. Total Actions Triggered: Indicates the total number of actions initiated and completed by the bot, showing how actively it is driving user engagement.
4. Total Appointments Booked: Reflects the total number of successful appointment bookings made through the bot, highlighting its effectiveness in scheduling.
5. Time Saved: Estimates the reduction in manual effort by leveraging the bot, showcasing how much time has been saved compared to traditional methods.
6. Total Messages: Displays the overall number of messages exchanged between the bot and users, giving insight into the level of interaction.
7. Average Messages per Contact: Shows the average number of messages exchanged per contact, helping you fine-tune bot interactions for efficiency.

Use the Conversation AI feature to enhance customer communication, automate repetitive tasks, and ensure timely, consistent responses across every channel.

Frequently Asked Questions #

Can I use Conversation AI on multiple messaging platforms? #

Yes. Conversation AI can be used across a variety of active channels, such as SMS, Google My Business, Facebook, Instagram, WhatsApp, live chat, the chat widget, and email, so you can deliver AI-driven responses wherever customers reach out.

Does Conversation AI offer available appointment slots in the chat? #

Not directly, especially in Auto-Pilot Mode. Instead, it directs customers to a booking link where they can select their desired slots.

What is the advantage of Suggestive Mode? #

Suggestive Mode provides real-time, AI-generated reply suggestions inside the chat interface, which you can send as-is, edit, or ignore—giving your team a head start without fully automating responses.

How does Conversation AI handle out-of-context responses? #

The bot follows specific conditions for its start, sleep, and end states. To stay on topic, the system references the last 10 conversations or up to an 800-word limit to generate contextually appropriate responses.

What is the difference between the three bot statuses? #

Off disables the AI from engaging customers, Suggestive offers reply suggestions for your team to review, and Auto-Pilot lets the bot respond to customers on its own.

Where do I see how my bot is performing? #

The Conversation AI Dashboard shows metrics such as unique contacts, actions triggered, appointments booked, time saved, total messages, and average messages per contact, filtered by channel and date range.