Using Conversation AI in the Mobile App

What is Conversation AI in the Mobile App?

Conversation AI in the mobile app brings your configured AI assistant directly to your phone, enabling you to manage customer interactions on the go. It mirrors the behavior you've set up on the desktop version of your CRM, allowing you to view AI-generated replies, use suggested responses, and control bot activity for specific conversations without needing to be at your computer.

This feature works within supported messaging channels available in the Conversations section of the app, such as WhatsApp, Facebook, and Instagram.

Key Benefits

• Faster Responses: Quickly reply to customers using automatic AI replies or AI-generated suggestions.
• Greater Control: Pause, activate, or schedule bot reactivation for individual conversations directly from your mobile device.
• Consistent Experience: Maintain the same AI behavior and training configured on the desktop while messaging from your phone.
• Flexible Modes: Choose between Autopilot Mode for fully automated replies or Suggestive Mode for reviewing and editing suggestions before sending.
• Usage Management: Easily control when the AI is active to manage your usage effectively.

Prerequisites

Before you can use Conversation AI in the mobile app, you must complete the initial setup on the desktop version of your CRM. The mobile app allows you to interact with and manage the bot during conversations, but core configuration is done on desktop.

Ensure the following:

• Conversation AI is enabled for your location.
• The bot has been fully configured on desktop.
• The desired mode (Autopilot or Suggestive) is selected on desktop.
• Your messaging channels (e.g., WhatsApp, Facebook) are connected.
• Your CRM mobile app is updated to the latest supported version.

How to Use Conversation AI in the Mobile App

Step 1: Configure on Desktop

First, set up your Conversation AI bot on the desktop version of your CRM:

1. Navigate to AI Agents > Conversation AI.
2. Create a new bot or select an existing one.
3. Configure the bot's settings and choose either Autopilot Mode or Suggestive Mode.

Step 2: Open a Conversation on Mobile

Open the CRM mobile app and go to the Conversations section. Select a conversation from one of your connected messaging channels.

Step 3: Interact with Conversation AI

Depending on the mode configured:

• In Autopilot Mode, the AI will reply automatically after the delay you set on desktop.
• In Suggestive Mode, tap into the message field to see AI-generated reply suggestions. You can then choose, edit, and send the response manually.

Step 4: Manage Bot Activity

To control the bot for a specific conversation:

1. Tap the ellipsis menu (⋯) in the top-right corner of the conversation screen.
2. Select Edit AI Settings.
3. Choose to activate, pause, or schedule reactivation for the bot.
4. Tap Save to apply your changes.

Frequently Asked Questions

Can I configure Conversation AI entirely from the mobile app?

No. Core setup, including bot training, mode selection, and advanced settings, must be done on the desktop. The mobile app is for interacting with the AI in conversations and managing its activity per conversation.

What's the difference between Autopilot and Suggestive Mode on mobile?

Autopilot Mode sends replies automatically after a delay. Suggestive Mode provides AI-generated suggestions that you must review and send manually.

Can I pause the bot for just one conversation?

Yes. Open the conversation, tap the ellipsis menu, select Edit AI Settings, and turn off Activate Bot. This only affects that specific conversation.

Can the bot turn back on automatically after being paused?

Yes. When pausing, enable Reactivate After, set the timeframe, and save. The bot will reactivate after the specified time.

Which messaging channels support Conversation AI on mobile?

It works with supported channels in the Conversations area, including WhatsApp, Facebook, and Instagram.

Does pausing the bot affect AI usage?

Yes, pausing stops the bot from responding in that conversation, which can help manage your AI activity and usage.

Why don't I see AI suggestions in a conversation?

Check that Conversation AI is configured on desktop, Suggestive Mode is selected, the channel is supported, and your app is updated.

Why isn't the bot responding automatically?

Ensure Conversation AI is active, Autopilot Mode is selected, the bot isn't paused for that conversation, and the response delay has passed.