Who This Is For / When to Use
Use Conversation AI for Live Chat if you:
Want 24/7 live chat coverage
Need automated lead qualification
Route chats based on customer intent
Reduce manual chat handling for common requests
Key Features and Benefits
Automated Responses: Instantly respond to inbound chats using AI
24/7 Availability: Capture leads outside business hours
Keyword-Based Routing: Route conversations using intent detection
Lead Qualification: Ask structured questions automatically
Typing / Thinking Indicator: Shows AI response activity to users
Workflow-Based Control: Fully configurable inside workflows
Step 1: Access the Workflow Builder
Open your Kyrios dashboard.
Select the account where you want to enable Conversation AI.
Navigate to Automations.
Open an existing workflow or click Create Workflow.
Step 2: Configure the Workflow Trigger
Add a workflow trigger.
Select Customer replied.
Set Reply channel to Live Chat.
Save the trigger.
This ensures Conversation AI runs when a live chat message is received.
Step 3: Add the Conversation AI Action
Click + Add Action.
Search for and select Conversation AI Bot (Question Answer and General Q/A).
Name the action.
Enable Advanced Bot Configurations if needed.
Step 4: Configure the AI Conversation
Configure the AI behavior:
Personality: Define how the AI speaks and behaves
Objectives: Set what information the AI should collect
Conversation Rules: Control persistence and flow
Initial Question: The first message shown to the user
Timeout: How long the AI waits for a response
Channel: Ensure Live Chat is selected
Step 5: Create Branches for Customer Intent
Use branches to route conversations based on keywords:
No Condition Met: Default fallback
Time Out: Triggered when the user stops responding
Repair: Keyword-based routing
New Installation: Service-specific routing
Each branch can:
Send a follow-up message
Assign the conversation to a user
End the workflow
Step 6: Assign Conversations to Team Members
Inside each branch, add actions such as:
Send Live Chat Message
Assign to User
This ensures qualified chats are handed off correctly.
Step 7: Test the Live Chat Experience
Save and publish the workflow.
Open your website live chat widget.
Start a conversation.
Confirm the AI:
Sends the initial message
Responds correctly
Routes based on keywords
Managing Conversation AI Agents
Conversation AI agents are managed separately from workflows.
To manage agents:
Go to AI Agents from the dashboard.
Open Conversation AI.
Use the three-dot menu to manage agents.
Available actions:
Edit
Duplicate
Set as Primary
Open in new tab
Delete
Only the Primary Agent responds to inbound messages.
Bot Management with Quick Actions
Quick Actions allow fast agent control:
Edit Bot: Modify configuration
Duplicate Bot: Creates a copy in "Off" state
Set as Primary: Assigns inbound responsibility
Delete Bot: Permanently removes the agent
Pro Tips
Keep initial questions short and specific
Use service-based keywords for routing
Always include a fallback branch
Review execution logs to improve performance
FAQ
Can I use Conversation AI on channels other than live chat?
Yes. Conversation AI supports live chat, SMS, Facebook, and Instagram.
What happens if the AI cannot identify intent?
The workflow follows the No Condition Met or Time Out branch.
Can I customize all AI messages?
Yes. Every AI message and rule is configurable.
How do I track Conversation AI performance?
Use workflow execution logs and reports in the dashboard.
Does the typing indicator work on all channels?
No. The typing / thinking indicator is available for live chat only.
What happens when I duplicate a bot?
The duplicated bot copies all settings and is set to Off by default.