Articles on: Conversations

Conversation AI

Welcome to the future of engaging and efficient business interactions! Our Conversation AI is here to transform how you engage with customers and streamline appointment bookings. Let's explore this feature and how it simplifies communication.


Introducing Conversation AI


This feature is designed to revolutionize business interactions by enhancing engagement and facilitating faster, more efficient appointment bookings. The Conversation AI operates in a suggestive mode, offering up to three response suggestions for user queries in SMS, Facebook, or Instagram conversations.


How to Activate the FeatureBot Setting


Follow these simple steps to enable this feature:


  • Navigate to Settings, then Conversation AI
  • Under Bot Settings, set up your preferences:



  • Suggestive Mode:
  • This feature provides assistance, information, and conversational support when switched on.
  • Whenever you click on the "Type a Message" box on the Conversations page, the bot will suggest up to three responses, offering a seamless communication experience.



  • The bot will ask questions to determine the services the contact is looking for, where they wish to receive these services, and whether they are willing to book an appointment. The bot will send the booking link once all the questions are answered positively.


  • AI-Enhanced Name Capture in Live Chats:


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The bot will capture and update contact names during live chat conversations. The AI automatically recognizes and updates the contact information if a contact mentions their name during the interaction. For example, if someone says, "Hi, this is Priya," the AI will detect "Priya" as the contact's name and update the record accordingly.


BEFORE:



AFTER:



Query Detection Flow


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  • The Query Detection Flow is designed to enhance the capability of conversation AI to identify context and extract specific questions from conversations, improving its ability to provide accurate and helpful responses. By analyzing up to five preceding messages in a conversation, it better understands customer needs for support or appointments. This feature operates automatically, enhancing AI training without requiring manual input.
  • Benefit: It allows for more relevant and context-aware responses, enriching customer interactions. To use, simply continue training the AI via feedback on conversations, as the system will process and learn from these interactions in the background.


Note: There are no additional setup steps required; all improvements occur automatically within your platform's conversation settings.


The Auto-Pilot Mode:


  • It enables you to respond to leads and conversations instantly at any time of the day or night.
  • Auto-pilot is available for the 3 channels: SMS, Facebook, Instagram, Chat widget, and live chat. The channels can be configured in the Bot Settings tab.



  • Every Auto-pilot Bot's message will contain Thumbs up and Thumbs down to provide feedback, add FAQs, and train the bot.



  • A timer will be displayed for a contact within the conversation box whenever the auto-pilot is activated, and an inbound message is received indicating that the bot is replying to that conversation.


  • Extended Sleep Time Limit: You can now set the sleep time for up to 48 hours, allowing for more extended periods of inactivity as needed. This feature is perfect for accommodating more extended periods of inactivity as the business requires.



  • Option to Disable Sleep: For those requiring continuous operation, we've added the option to turn off the sleep functionality completely. This ensures that the AI Bot is always ready to engage without interruptions.


  • Add the supported channels you want to use for the AI bot



  • Configure the advanced settings as needed



Bot Trial


In this tab, you have the option to play with the bot by having a conversation. With this feature, you can train the bot, by giving a thumbs up or down depending on the question.



Bot Training


Bot training equips the Conversation AI Bot with the knowledge and capabilities it needs to interact intelligently with users. This involves teaching the bot to understand user queries and respond accurately, either by inputting data manually or by letting the bot crawl web content.


A well-trained bot can enhance customer support, streamline information retrieval, and improve user experiences. Regularly updating and refining a bot's training ensures it stays up-to-date, adapts to changing user needs, and consistently delivers high-quality assistance.



WebCrawler Training for SPAs


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The AI bot can now crawl and train using dynamic content from single-page applications (SPAs), ensuring it can handle JavaScript-based content effectively. This enhancement allows the bot to gather information from SPAs accurately, improving its ability to respond to user queries.



Exact URL


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With the Exact URL method, the bot will crawl the URL provided and train itself based on the information it finds there.


  • How to use Exact URL Mode:
  • Go to the "Bot Training" in Conversation AI Bot's settings.
  • Choose the option "Exact URL."
  • Enter the URL you want to crawl and hit "Get Data."



All URLs in this Domain


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If you want to train your bot with a broader range of information from a specific domain, you can choose the "All URLs in this Domain" option. The bot will crawl all the pages and links on the specified domain and provide you with the option to select which pages to train from.


  • How to use All URLs in this Domain Mode:


  • Go to the "Bot Training" in Conversation AI Bot's settings.
  • Choose the option "All URLs in this domain."
  • Enter the URL and hit "Get Data."
  • Wait for the pages to load, and then you'll be presented with a list of available URLs.
  • Choose the pages that will be relevant to training the bot and hit "Train Bot."


  • All URLs with this Path
  • The bot will crawl all pages on the provided URL and allow you to select which pages to train from, based on the existence of the specified path in the page URL



How to use All URLs with this Path Mode:


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  • Go to the "Bot Training" in Conversation AI Bot's settings.
  • Choose the option "All URLs with this Path."
  • Enter the URL and hit "Get Data."
  • Wait for the pages to load, and then you'll be presented with a list of available URLs.
  • Choose the pages that will be relevant to training the bot and hit "Train Bot."



The URL will have one of these 2 statuses:


  • Trained - The bot successfully learned from this URL. The "Last data refreshed at" date-time is also visible which can be used to identify if a fresh data refresh is required for that specific URL
  • Failed - The bot failed to train for this URL. You can either refresh and try again or delete the URL


Manage URLs:


  • Bulk Actions: Select URLs in bulk to delete or refresh them if needed.



  • Search Function: Use the search function to find specific URLs by entering keywords.




Enhanced Training Visibility for AI Conversations


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This feature allows businesses to manage better the training data used by their AI-driven conversation assistants. When training these assistants using websites or documents, users can view the exact data captured during the process. This ensures more accurate responses by allowing businesses to review and edit the scraped information as needed.


Benefit:

Gain control over what data is included in the AI’s knowledge base, improving accuracy and relevance in customer interactions.


How to Use:

After initiating training with a URL or document, wait until the training process completes. A new icon will appear, allowing you to view and modify the captured data. If adjustments are needed, simply edit the content directly from this view.


Special Requirements:


  • The URL must be fully accessible for the crawler to retrieve data.
  • Ensure that the content is relevant and up-to-date to enhance AI performance.


Edit and Manage Prompts


Customize the bot’s responses by editing and managing prompts for each intent, allowing for a more personalized conversational experience.


How to Edit Prompts:


  1. Access Intent Configuration:
  • Go to the Conversation AI settings and select "Configure Intents."
  1. Edit Prompts:
  • Select the intent you want to edit.
  • Customize the prompt to align with the desired conversational tone and information.



  1. Reset to Default:
  • All changes can be set to default simply by clicking on the rest to default button.



  1. Add Custom Values and Instructions:
  • Include specific business information or guidance within the prompt.




  • Use custom values, informal support and templates to make the bot’s responses dynamic and contextually relevant.





  1. Post-Appointment Booking Actions
  • Set the bot to "sleep" after booking an appointment, preventing further responses until reactivated. Additionally, trigger workflows automatically after an appointment is booked, streamlining subsequent actions.



Use Cases


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  • Customer Support: Automate responses to common inquiries and guide users through troubleshooting steps.
  • Lead Generation: Collect and qualify leads by asking relevant questions and storing responses for follow-up.
  • Appointment Booking: Tailor the bot’s personality and instructions to book appointments and provide personalized customer interactions.


FAQs


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Add questions and answers to train your bot too.



Configure Intents


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This section is where you configure in which calendar your leads will book. The bot will provide the URL.



  • Pick a calendar for your booking link. This ensures that your contacts receive the correct booking and scheduling information.


  • Customize the conversation flow by adding extra questions and answers that align with your business. The AI Bot engages in a series of questions to understand the services your contacts are seeking, their preferred location, and their willingness to book an appointment.


After completing these simple steps, your Conversation AI Bot is ready to shine on the "Conversation Page."


Seamlessly Engage on the Conversation Page


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Experience the power of the Conversation AI Bot on the Conversation Page. Click on the "Type a Message" box and watch the magic happen. The AI Bot instantly provides three potential responses, making your communication smooth and effortless.


FAQ’s


1. What is the purpose of the Conversation AI feature?


The Conversation AI feature enhances customer engagement by providing intelligent, automated responses during conversations. It helps businesses manage inquiries, schedule appointments, and guide potential leads smoothly across various channels like SMS, Facebook, and Instagram.


2. How does the suggestive mode work in the Conversation AI?


The suggestive mode offers up to three response suggestions whenever you click on the "Type a Message" box in the Conversations page. These suggestions help streamline communication by providing relevant and quick options for responding to customer queries.


3. How do I activate the auto-pilot mode for the AI bot?


You can enable the auto-pilot mode by going to the Bot Settings under the Conversation AI settings. Configure the bot for SMS, Facebook, and Instagram channels to ensure the bot responds instantly at any time, day or night.


4. Can the AI bot capture and update contact names during chats?


Yes, the AI bot is capable of capturing and updating contact names during live chat conversations. For example, if a user mentions their name, such as "Hi, this is Priya," the bot will automatically update the contact record with that name.


5. How does the extended sleep time limit feature work?


The extended sleep time limit allows you to set the AI bot’s inactivity period for up to 48 hours. This is useful for businesses needing longer periods of inactivity between responses. You can also disable sleep mode entirely if you need continuous operation.


6. What are the different training options for the AI bot using URLs?


You can train the AI bot using three URL options:


  • Exact URL: Crawl a specific URL for data.
  • All URLs in this Domain: Crawl an entire domain and select which pages to train from.
  • All URLs with this Path: Crawl all URLs within a path and choose relevant pages for training.


7. How do I manage and edit the prompts for the AI bot?


You can manage and edit the prompts by accessing the "Configure Intents" section under Conversation AI settings. From there, you can customize prompts for each intent and reset them to default if needed.


8. How can the bot be trained for better performance?


You can train the bot by providing relevant URLs or documents. It can also be trained using web crawlers for Single-Page Applications (SPAs) to ensure it captures dynamic content. Regular updates and reviews of training data ensure the bot remains effective and accurate.

Updated on: 21/11/2025

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