Who This Is For / When to Use
Use Conversation AI if you want to:
Automate replies to inbound conversations
Assist agents with suggested responses
Fully automate conversations using Auto Pilot
Train bots using websites or FAQs
Trigger actions like workflows, appointment booking, or bot transfers
What Conversation AI Does
Conversation AI enables businesses to deploy AI-powered bots that can:
Respond to customer messages
Suggest replies or reply automatically
Capture contact information
Trigger workflows
Book appointments
Follow up automatically
Transfer conversations between bots
Stop responding based on defined conditions
Supported Channels
Conversation AI supports the following channels:
SMS
Facebook
Instagram
Web Chat (SMS Chat)
Live Chat
Google Business Profile
WhatsApp (requires WhatsApp setup to be active)
Create a Conversation AI Bot
Go to AI Agents > Conversation AI
Click Create Bot
Choose a bot type:
General Q&A
Appointment Booking
Start from Scratch
Bot Settings
Set Bot Status
Each bot must run in one mode:
Off – Bot does not assist or reply
Suggestive – Bot suggests up to 3 responses inside the conversation
Auto Pilot – Bot replies automatically using trained data
Supported Communication Channels
Select the channels where this bot should be active.
Auto Pilot Advanced Settings
When Auto Pilot is enabled, configure:
Wait time before responding
Maximum messages per contact
Send bot to sleep when a manual message is sent
Sleep duration can be set up to 48 hours
Sleep can be disabled entirely
Bot Training
Bot training defines what the AI knows and how it responds.
Training Methods
You can train bots using:
Web crawler (URLs)
Manual Q&A entries
Feedback from conversations (thumbs up / down)
Web Crawler (Beta)
Use the Web Crawler to train bots from websites, including SPAs.
Crawl Options
Exact URL – Trains from one page
All URLs in this Domain – Crawls the entire domain
All URLs with this Path – Crawls all pages matching a URL path
Select Pages to Train
After crawling:
Review discovered URLs
Select relevant pages
Click Train Bot
URL Training Status
Each URL shows a status:
Trained – Successfully learned
Failed – Crawl or training failed
You can refresh or delete URLs individually.
Manage Trained URLs
Use bulk tools to manage URLs:
Refresh training
Delete URLs
Search URLs by keyword
Conversing With Your Bot
Use the Test Your Bot panel to:
Simulate real conversations
Provide thumbs up/down feedback
Validate responses before going live
Bot Goals
Bot Goals define what the bot is allowed to do.
Each goal requires:
A unique prompt
A separate bot if the goal is different
Appointment Booking
Allows the bot to:
Fetch available calendar slots
Book appointments
Send booking links only (optional)
Options include:
Pause bot after booking
Trigger workflows after booking
Transfer to an employee after booking
Trigger a Workflow
Automatically trigger workflows when conditions are met.
You must define:
Action name
Workflow(s) to trigger
Clear trigger condition
Add Contact Info
Updates empty contact fields only.
Important rules:
Email and phone update automatically
Prompt must explicitly ask for the data
Without a prompt instruction, fields will not update
Stop Bot
Stops the bot when defined phrases or scenarios occur.
You can configure:
Example phrases (e.g., “Bye”, “Goodbye”)
Final message
Reactivation timer
Optional tags applied after stopping
Transfer Bot
Transfers the conversation to another bot.
Requirements:
Both bots must be active
Both bots must support the same channel
Trigger conditions must be clearly defined
Auto Followup
Automatically re-engages contacts who:
Stop replying
Are busy
Ask to respond later
You can:
Configure up to 5 follow-ups
Set delays per follow-up
Let AI send messages or trigger workflows
Follow-ups will not send if the bot is inactive or outside working hours.
Bot Management (Quick Actions)
From the bot list, you can:
Edit bot
Duplicate bot
Open in new tab
Set as primary
Delete bot
Common Issues and Fixes
Bot is not responding
Ensure bot status is Suggestive or Auto Pilot
Confirm supported channels are selected
Verify the bot is set as Primary if required
Bot is responding incorrectly
Review training URLs
Remove irrelevant pages
Add manual Q&A
Use thumbs down feedback to retrain
Contact fields are not updating
Confirm the field is empty
Ensure the prompt explicitly asks for the information