Conversations AI Bots Can Now Respond to Images

Understanding Image Response for AI Bots

Your CRM’s Conversations AI feature now includes the ability for AI bots to understand and respond to images sent by contacts. When this capability is enabled, your bot can analyze the content of pictures, such as product photos or screenshots, and generate a relevant, context-aware reply within the ongoing chat.

This functionality is only active when the AI bot is set to Autopilot Mode. It is not available for bots operating in Suggestive Mode.

Benefits of Using Image Response

Enabling image responses for your AI bot offers several key advantages:

• Enhanced Problem-Solving: The bot can interpret visual information from screenshots, receipts, or product images to provide accurate assistance.
• Faster Resolutions: By understanding what is shown in an image, the bot can answer questions immediately, reducing the need for follow-up messages and speeding up resolution times.
• Multi-Channel Support: Deliver a consistent, helpful experience across supported channels like Live Chat, Facebook Messenger, Instagram DMs, WhatsApp, and SMS/MMS.
• Handles Multiple Images: When a contact sends several images at once, the bot analyzes them as a group and provides a single, coherent response.
• Increased Efficiency: Automate responses to common visual inquiries, allowing your team to concentrate on more complex issues.

Supported Image Types and Channels

For reliable analysis, the bot supports the following common image file formats:

• JPG (.jpg)
• JPEG (.jpeg)
• PNG (.png)

Note: Support for HEIC files (commonly used by iPhones) is currently limited. If the bot does not respond correctly to a HEIC image, ask the contact to resend it as a JPG, JPEG, or PNG file.

This feature works on channels that support receiving image messages, including Live Chat, Facebook Messenger, Instagram Direct Messages, WhatsApp, and SMS/MMS (where MMS is available). Please be aware that file size limits and preview behavior can differ depending on the channel and carrier.

How to Set Up Image Response

Follow these steps to enable image responses for your AI bot.

1. Navigate to AI Agents → Conversation AI → Agent List within your sub-account.
2. Click the three-dot menu next to the bot you wish to configure and select Edit.
3. Ensure the bot is configured to operate in Autopilot Mode.
4. Go to the Bot Settings section and find the option labeled Also allow this bot to respond to.
5. Enable the toggle for Images.
6. Save your changes.

To test the setup, send a supported image (like a JPG or PNG) to the bot from a connected channel and verify that its reply references the image's content.

Frequently Asked Questions

Is there an extra cost for this feature?

No additional add-on is required. Standard messaging rates and your account's applicable AI usage fees will apply.

What is the maximum image size supported?

Size limits depend on the specific channel and carrier. For best results, use JPG or PNG files within the recommended maximum size for the channel you are using.

Will images sent in workflow-triggered conversations be analyzed?

Yes. If a workflow routes a conversation to a bot that has the Images feature enabled, any supported images sent in that conversation thread will be analyzed.

Can I enable this for only specific channels?

The setting is applied per bot. If you need different behavior on different channels, you can route conversations to separate bots configured for each channel.

Why did the bot's response seem generic for a photo I sent?

This can happen if the image is low quality, heavily compressed, or lacks sufficient context. For better results, ask the contact to provide a clearer image along with a brief description.