Who This Is For / When to Use
Use Conversation AI when you want to:
Ask contacts questions inside workflows.
Classify intent or responses automatically.
Route contacts to different workflow paths based on AI interpretation.
Prevent repetitive questions using conversation history.
Control response timing and channel behavior.
This action is commonly used for lead qualification, appointment booking, intent detection, and conversational routing.
What the Conversation AI Action Does
The Conversation AI workflow action:
Sends an AI-driven question to a contact.
Interprets free-text responses using natural language understanding.
Automatically routes the contact to the correct branch.
Supports timeout handling if no response is received.
Can skip asking the question if the answer already exists in the conversation.
Each execution is fully logged inside workflow execution history.
Where to Find the Conversation AI Action
Go to Automations → Workflows.
Create a new workflow or open an existing one.
Click Create Workflow or open the workflow options menu.
Adding Conversation AI to a Workflow
In the workflow builder, click the + icon.
Select Conversation AI from the action list.
Conversation AI Configuration Fields
Action Name
Internal name for identifying the action inside the workflow.
Does not affect contact-facing behavior.
Question
The message the AI bot will ask the contact.
Supports natural language and open-ended questions.
AI evaluates meaning, not just keywords.
Time Out
Defines how long the system waits for a response.
Supports minutes or hours.
When time expires, the contact is routed to the Time Out branch.
Selecting the Channel
You can choose the channel where the question is sent:
SMS
Facebook
Instagram
WhatsApp
Live Chat
WhatsApp requires a connected and compliant WhatsApp Business account.
Skip If Answered (Optional)
When enabled, the AI will not ask the question if the answer already exists in the conversation history.
Prevents repetitive questions.
Creates a smoother, more natural experience.
Automatically evaluates previous messages.
Bot Response Controls
Bot Responses Limit
Maximum number of messages the bot can send during this action.
Helps prevent looping or over-messaging.
Wait Time Before Responding
Controls how long the bot waits before replying.
Allows the bot to collect multiple user messages before responding.
Range: 10–300 seconds
Default: 10 seconds
Branches and Conditions
Conversation AI uses branches to route contacts automatically.
Default Branches
No Condition Met – AI could not confidently match an answer.
Time Out – Contact did not reply within the timeout window.
Custom Branches
You can add unlimited custom branches using natural-language intent descriptions.
Examples:
Marketing agency owner
Real estate professional
Existing business owner
Starting a new business
The AI evaluates meaning, not exact wording.
Save, Test, and Publish
Click Save Action.
Use Test Workflow to simulate responses.
Publish the workflow when behavior is confirmed.
Example Use Case
Favorite Color Question
Question: “What is your favorite color?”
Contact previously answered “Blue.”
With Skip If Answered enabled:
The bot does not ask again.
The workflow continues automatically to the next step.
Common Issues and Fixes
Bot repeats the question
→ Enable Skip If Answered.
Contacts go to No Condition Met
→ Improve branch condition descriptions with clearer intent language.
Delayed responses feel unnatural
→ Reduce the Wait Time Before Responding.
WhatsApp messages not sending
→ Confirm the WhatsApp Business account is connected and approved.
FAQ
What happens if the answer is not found in the conversation history?
If no prior answer exists, the bot asks the question normally and waits for a response.
Can I turn off Skip If Answered?
Yes. Toggle Skip If Answered off to always ask the question.
How does Conversation AI decide which branch to use?
The AI evaluates intent and meaning from the response and routes the contact to the best-matching branch.
What actions work well after Conversation AI?
Common follow-ups include:
Appointment booking
Tag application
Pipeline updates
Human handoff
Additional AI questions
Can Conversation AI be used with WhatsApp?
Yes. WhatsApp can be selected as a channel if the account is properly connected and compliant.
What happens if the stored answer is outdated?
Conversation AI assumes existing data is correct.
If updates are needed, use:
A separate update workflow, or
A manual human handoff step.