Quick Answer
How do you use Conversation AI inside a workflow?
Open Automation → Workflows, create or edit a workflow, click +, and add the Conversation AI action. Select the messaging channel, configure questions or prompts, optionally enable Skip if Answered, set the bot response wait time, add branches based on answers, then save and test the workflow.
What the Conversation AI Workflow Action Does
A workflow can automate many business processes, but conversations may still require manual replies before the contact can move forward.
The Conversation AI workflow action lets you hand part of the conversation to an AI bot directly inside a workflow.
The bot can ask questions, use supported messaging channels, and route contacts into workflow branches based on their answers.
Features such as Skip Action and response wait time can also make the interaction smoother by avoiding repeated questions and controlling how quickly the bot responds.
Conversation AI becomes part of the workflow logic
Instead of keeping automated workflows and customer conversations separate, this action lets answers collected in the conversation influence what happens next in the workflow.
Conversation AI Action at a Glance
Before You Begin
Decide what information the bot should collect and what should happen after each possible answer.
- Open or create the workflow where Conversation AI should run.
- Choose the messaging channel the bot should use.
- Prepare the questions or prompts the bot needs for the workflow.
- Decide whether previous answers should allow the action to be skipped.
- Plan branches for the answers the workflow may receive.
- Choose an appropriate response delay for the conversation.
- If using WhatsApp, confirm the required WhatsApp Business setup is available.
Step-by-Step: Set Up the Conversation AI Workflow Action
Add Conversation AI to the workflow, select the communication channel, and configure how the bot should interact with the contact.
Open the Workflow
Go to Automation → Workflows and open an existing workflow or create a new one.
Add Conversation AI
Click + and search for the Conversation AI workflow action.
Select the Channel
Choose the messaging channel the bot should use.
The source guide gives examples including SMS, Facebook, Instagram, WhatsApp, and Live Chat.
Configure Questions or Prompts
Add the questions, prompts, or instructions needed for the workflow use case.
Configure Skip Action if Needed
Enable Skip Action, often labeled Skip if Answered, when you do not want the bot to repeat a question that has already been answered.
Set Wait Time Before Responding
Choose how long the bot should wait before sending its response when you want more natural pacing.
Add Branches and Conditions
Configure the workflow paths that should run based on the contact's answer.
Save and Test
Save the workflow and test the Conversation AI action on the selected channel before using it with live contacts.
How Skip Action Works
Skip Action, also described as Skip if Answered, prevents the bot from asking a question again when the answer already exists in the conversation history.
When an Answer Already Exists
The bot can skip the question and use the existing answer to continue through the relevant workflow branch.
When No Answer Exists
The bot asks the question normally.
When Skip Action Is Disabled
The bot can ask the question even when an answer already exists in the conversation history.
Build branching for existing answers
When Skip if Answered is enabled, make sure the workflow can route the existing answer into the correct branch instead of assuming the question will always be asked again.
Configure Wait Time Before Responding
Wait time adds a delay before Conversation AI replies, which can make automated interactions feel less immediate and more natural.
The source page gives a typical example range of 10–300 seconds, depending on the available settings.
This can be especially useful for Live Chat, direct messages, and other higher-touch conversations where response pacing matters.
Balance speed with natural pacing
A response that is too immediate may feel robotic, while an unnecessarily long delay can create friction or reduce engagement.
WhatsApp Considerations
Supported Automation
The source guide gives examples such as appointment booking, sales Q&A responses, follow-up messages, and routing actions.
WhatsApp Business Requirement
A compliant WhatsApp Business setup is typically required for WhatsApp workflow messaging and automation.
Test Delivery Carefully
WhatsApp compliance requirements and template rules can affect message delivery depending on the account configuration.
Workflow Action Best Practices
Frequently Asked Questions
What happens if the answer is not found in the conversation history?
Can I toggle the Skip Action option off?
How does this feature impact branching conditions?
What types of actions can be automated using WhatsApp?
Do I need special permissions or accounts to use WhatsApp for workflows?
Continue Learning
Continue learning how Conversation AI works inside workflows and how other AI actions can extend your automation.
