Conversation AI: Live Chat Channel in Workflow Action

Introducing Live Chat as a Workflow Action Channel

You can now include live chat as a channel option when setting up a conversation AI bot within a workflow. This enhancement allows your automated sequences to initiate real-time, human-like chat interactions directly with contacts, bridging the gap between automation and personal engagement.

How to Add a Live Chat Action to a Workflow

To use this feature, you need to edit or create a workflow and add a conversation AI bot action.

1. Navigate to the Workflows section of your CRM and open the workflow you wish to edit.
2. Add a new action or edit an existing one, and select the option to add a Conversation AI Bot.

1. In the action configuration, you will see an option to choose the channel for the conversation. Select Live Chat from the available channels.

1. After selecting Live Chat, configure the specific message or prompt that the AI bot will use to start the conversation with the contact.
2. Save the action and activate your workflow. When a contact triggers this workflow step, they will receive a live chat message from the AI bot, creating an interactive experience.

Expected Outcome

Once configured, contacts entering this workflow step will see a live chat window appear (if embedded on your site) or receive a chat message through your CRM's chat interface. The AI bot will engage them based on your settings, allowing for dynamic, automated conversations that feel personal and immediate.