Quick Answer
Conversation AI can assist with replies or handle supported conversations automatically.
Go to Settings → Conversation AI, select the bot you want to configure, and review Bot Settings, Training, and Bot Goals. You can use Suggestive mode for guided reply recommendations or Auto-pilot mode for automated responses based on your channels and rules.
Automating Conversations Without Losing Control
You may want to automate conversations, but it’s not always clear how to balance automation with control and accuracy.
Conversation AI allows you to respond to contacts automatically or with guided suggestions across multiple channels.
Without a clear setup, automation can feel unpredictable or hard to manage.
Conversation AI helps you respond to contacts automatically and intelligently across multiple channels. You can run it in a helpful assist mode with suggestions or use a fully automated Auto-pilot mode for hands-free responses.
At a Glance
Before You Begin
Decide how much control you want the bot to have before enabling automation across your messaging channels.
- Choose whether you want Suggestive mode or Auto-pilot mode.
- Identify the channels where the bot should be active.
- Prepare the information or URLs you want to use for training.
- Decide which actions the bot should be allowed to perform through Bot Goals.
- Consider starting with Suggestive mode while training and goals are still being refined.
Step 1: Configure Bot Settings
Bot Settings control how the bot responds and which channels it can use.
Open Conversation AI
Go to Settings → Conversation AI and select the bot you want to configure.
Choose the Conversation Mode
Choose Suggestive or Auto-pilot mode.
Suggestive mode can provide up to three recommended responses when you click into the message box. Auto-pilot mode can handle supported conversations automatically based on your configuration.
Configure Sleep Time
Configure sleep time based on your needs. The original guide states that sleep time can be extended up to 48 hours or disabled entirely.
Configure Feedback
Enable Thumbs Up/Down feedback when that option is available and useful for reviewing responses.
Select the Supported Channels
Choose the channels where the bot should be allowed to respond.
Core Modes and Supported Channels
- Suggestive mode: Offers up to three recommended replies while you remain in control of the final response.
- Auto-pilot mode: Handles supported conversations automatically based on your channels and rules.
- Data capture: Can update contact information when a contact shares details during a conversation.
- Conversation analysis: Helps you review performance and improve responses over time.
Depending on your setup, Conversation AI can be used across channels such as SMS, Facebook, Instagram, Web Chat or Live Chat, Google Business Profile, and WhatsApp.
Step 2: Train the Bot
Training teaches the bot what information it should use when responding.
Exact URL
Train the bot from one specific page.
All URLs in a Domain
Train the bot using content across an entire domain.
All URLs in a Path
Train the bot from URLs contained within a specific folder or section of a website.
Single-page applications may need additional crawling support
The original guide notes that if the website is a single-page app, SPA crawling can be enabled when that option is available so the bot can capture more of the content correctly.
Step 3: Configure Bot Goals
Bot Goals define what the bot should do—not only what it should say.
Appointment Booking
Allow the bot to help contacts schedule appointments.
Trigger Workflows
Let the bot start a workflow when the configured conditions are met.
Add Contact Info
Allow the bot to add contact information to empty fields when details are shared during the conversation.
Stop Bot
Stop bot responses based on configured rules or conditions.
Transfer Between Bots
Transfer the conversation between bots when your setup requires a different assistant or purpose.
Auto Follow-Up
Use automated follow-up behavior when it is part of the configured bot goal.
Bot Management Tools
- Edit, delete, duplicate, or set a primary bot.
- Search and use bulk actions to manage training URLs.
- Review performance in the Conversation AI Dashboard to see what is working.
Common Conversation AI Use Cases
- Customer support: Answer common questions and guide troubleshooting.
- Lead generation: Qualify contacts and capture lead information.
- Appointment booking: Help contacts schedule, confirm, reschedule, or cancel appointments.
Best Practices
- Start with Suggestive mode when needed: This lets you review recommendations before giving the bot more control.
- Train from relevant content: Use pages and information that directly support the questions and tasks the bot should handle.
- Define goals carefully: Give the bot only the actions needed for the customer experience you are building.
- Review performance: Use dashboard data and conversation activity to identify where training, prompts, or goals may need improvement.
Frequently Asked Questions
What is the purpose of the Conversation AI feature?
Conversation AI helps you engage contacts with intelligent, automated replies across supported channels, improving response speed and consistency.
How does suggestive mode work in Conversation AI?
Suggestive mode provides up to three response suggestions when you click into the message box, helping you reply faster while staying in control.
How do I activate auto-pilot mode for the AI bot?
Open Settings, go to Conversation AI, select your bot, then configure Bot Settings for the channels you want and enable Auto-pilot mode.
Can the AI bot capture and update contact names during chats?
Yes. If a contact shares their name during the conversation, the bot can update the contact record automatically.
How does the extended sleep time limit feature work?
Sleep time can be extended up to 48 hours, or you can disable sleep mode entirely depending on your setup and needs.
What training options are available when using URLs?
You can train the bot with a single exact URL, all URLs across a domain, or all URLs within a specific path.
Continue Learning
Continue with these related Conversation AI guides as you configure, train, and improve your bots.
