Configuring the Conversation AI Bot Action in Workflows

Overview

The Conversation AI Bot action allows you to integrate an AI-powered conversational agent directly into your workflows. You can use this action to ask contacts questions, handle their inquiries, and route the conversation based on their answers, all without manual intervention. This is ideal for automating initial support, qualifying leads, or gathering information from contacts.

Configuring the Action

To use the Conversation AI Bot action, you must add and configure it within a workflow.

Adding the Action

In your workflow builder, locate and drag the Conversation AI Bot action into your workflow sequence.

Configuring the Core Settings

Once added, you will see several fields to configure the bot's behavior.

• Question: This is the primary question or prompt the AI bot will send to the contact. You can use custom values from the contact record or workflow to personalize the message.
• Channel: Select the communication channel for this interaction, such as SMS, Facebook Messenger, Instagram Direct Message, or Live Chat. The bot will converse with the contact through this selected channel.
• Time Out: Set a duration (in minutes or hours) for how long the bot should wait for the contact's response. If no reply is received within this time, the workflow can proceed down a designated path.
• Skip If Answered: When enabled, this action will be skipped if the contact has already provided an answer to the configured question earlier in the conversation.
• Bot Responses Limit: Define the maximum number of messages the AI bot can send during this single interaction. This helps control the conversation length.

Using Advanced Bot Configurations

For more control over the bot's interaction style, toggle on the Advanced Bot Configurations option. This reveals additional settings:

• Personality: Define the tone and style of the bot's replies. You can select from predefined personalities like Friendly and Professional or Determined.
• Additional Instructions: Provide specific context or rules for the AI to follow. For example, you can instruct it to avoid certain topics, emphasize key information, or handle sensitive queries in a particular way.

Setting Up Branches

Branches determine what happens after the bot interacts with the contact. You can create paths based on different outcomes.

• No Condition Met: This branch is followed if the contact's response does not match any other defined conditions in your workflow. You might use it to send a generic follow-up or route to a human agent.
• Bot times out: This branch is followed if the contact does not reply within the configured Time Out period. You can use it to trigger a different follow-up sequence.

Example Use Case

Scenario: Automating initial support for messages received via Facebook.

• Workflow Trigger: New Message Received.
• Condition: Message is from Facebook.
• Action: Conversation AI Bot.

Bot Configuration:

• Question: "Hi there! What can I help you with today?"
• Personality: Friendly and Professional.
• Channel: Facebook.
• Time Out: 60 minutes.

Branch Configuration:

1. Branch: No Relevant Reply
   • Condition: No Condition Met.
   • Next Action: Send an automated message: "I'm sorry, I didn't quite understand. Could you please rephrase your question?"
2. Branch: No Reply Received
   • Condition: Bot times out.
   • Next Action: Create a task for a human agent to follow up with the contact.