The Conversation AI bot has 3 modes for your sub-account:
OFF: This is the default mode where the Conversation AI feature is inactive. Bot training and bot trial are still active to train and test the bot before launching the bot.
Suggestive: The bot responses are available inside the message composer box for the sub-account user to send as is or edit before sending.
Auto-Pilot: The bot automatically responds to a contact on behalf of the business.
Supported Conversation Channels
The bot currently supports the following channels:
SMS
Facebook
Instagram
Web Chat (SMS Chat)
Live Chat
You can select which channels you'd like the bot to communicate through by going to “Settings” > “Conversation AI” and adding the channels via the “Supported Channels” dropdown.
If there’s a channel you’d like us to add, please submit your idea on the Conversation AI ideas board.
Training the Bot
There are 2 ways to train your bot in the “Bot Training” section of the Conversation AI settings page in your sub-account settings:
Through web URLs and public links
Adding Question and Answer pairs
Note: Bot training is free of cost.
Configuring Bot's Intent
Currently, there are 2 intents supported by the bot:
General Support or Q/A: Provides information to the contact’s queries based on the training information.
Appointment Booking: Asks a few customizable questions and then books an appointment on the calendar.
Note: If an appointment for a contact is already booked (Active/Confirmed state), the intent will dynamically switch to General Support for that contact until the appointment is completed or canceled.
Testing the Bot (Bot Trial)
The Conversation AI bot is free to test in the “Bot Trial” tab of your Conversation AI sub-account settings page.
You can select the intent to test from the dropdown, and the bot will respond to you the same way it would respond to a contact.
Feedback can be provided using the thumbs up/down icons under each bot’s response to fine-tune and add FAQs for training.
Workflow × Conversation AI
Utilize the power of your bot training within workflows by using the Conversation AI Action, allowing you to:
Customize your entire prompt
Move the contact conditionally within the workflow
Ask specific questions and create branches based on the contact’s reply
Frequently Asked Questions
Q: Can I control how many messages the bot sends before it stops or hands off to an agent?
Yes. In the Advanced Settings section, you can define the maximum number of messages before the bot stops responding or transfers the conversation to a human agent.
Q: Can I turn on the AI for just one channel while turning it off for the others?
Yes. The CRM platform supports channel-specific bot control. You can enable or disable the bot per communication channel from within each channel’s settings or in the multi-bot view.
Q: How do I add the AI chatbot to my website?
Once you’ve built your Conversation AI Bot and added “Web Chat” as a supported channel, the AI functionality will automatically be included when you install the chat widget on your CRM platform website or funnel.