Conversation AI: Add Contact Info

What “Add Contact Info” Does

Add Contact Info is a Conversation AI goal action that lets your bot collect or confirm contact details during a chat. It’s designed to keep records accurate by updating fields when they’re missing—without overwriting data that already exists.

Important Notes Before You Start

• Empty fields only: This action updates only fields that are blank (it does not overwrite existing details).
• Prompt-driven behavior: If your bot prompt doesn’t clearly instruct the bot to ask for details, it may not collect them.
• Email/phone behavior: Email and phone can often be captured automatically when a contact provides them in conversation.

How to Enable Add Contact Info

1. Open your bot in Conversation AI.
2. Click Bot Goals.
3. Select Add Contact Info.
4. If this is a brand-new bot, set the bot name first so goals can be configured.

Configure the Action Fields

When setting up Add Contact Info, you’ll typically configure:

• Action Name: A clear label (example: “Contact’s Date of Birth”).
• Select Field: Choose what to update (name, email, phone, business name, date of birth, etc.).
• What to Update: Add a description that clarifies what you want captured (example: “This is the business name of the contact.”).
• Output Example (optional): Show the desired format (example: “Jan 5, 1990”).

Bot Prompt Tips That Make This Work

The action works best when your bot prompt includes clear, direct instructions.

• Tell the bot exactly what to ask for (example: “Ask the customer for their date of birth.”).
• Use simple, natural wording so contacts understand what you’re requesting.
• If collecting multiple details, request them one at a time to avoid confusion.

Best Practices

• Start minimal: Collect only what you need for the next step (booking, qualification, support, etc.).
• Refine regularly: Review conversations and adjust your prompt when you notice missed info.
• Keep it human: Explain why you’re asking (“So I can send your confirmation…”).