Setting Up Conversation AI

This article will guide you through setting up and configuring Conversation AI so that you can take full advantage of the power of conversational AI inside your FG Funnels® account!

In this article

What Is Conversation AI?

Conversation AI is an AI-powered communication tool in FG Funnels that helps automate conversations with contacts across supported channels. It can respond to inbound messages, collect information, answer questions, assist with appointment booking, and support workflows based on how the bot is configured.

Conversation AI bots can be created for different business needs, such as general Q&A, lead capture, appointment booking, or more advanced multi-step conversation flows. Proper setup ensures the bot responds on the correct channels, follows your business goals, and provides a consistent customer experience.

Key Benefits Of Conversation AI

  • Multi-Channel Communication: Connect your bot to supported channels such as SMS, Email, Facebook, Instagram, WhatsApp, Chat Widget/SMS Chat, and Live Chat.

  • Lead Capture: Collect key contact details like name, email, phone number, address, and custom qualification answers.

  • Appointment Booking: Allow the bot to help contacts book, reschedule, or cancel appointments based on your configuration.

  • Faster Response Handling: Use wait time settings and response modes to control when and how the bot replies.

  • Primary Bot Control: Assign one primary bot to handle general inbound messages on selected channels.

  • Testing Before Launch: Test the bot from the setup panel before setting it live in Suggestive or Auto-Pilot mode.

  • Advanced Customization: Use knowledge bases, actions, response settings, and workflows to improve bot behavior.

  • Build with AI: Describe the bot you want in plain language and let FG Funnels set up channels, hours, booking, handoffs, and knowledge base connections for you, then fine-tune it by chat.

Setup Methods for Conversation AI Bots

Conversation AI offers multiple setup methods so you can choose the best option based on your use case and level of customization. You can describe the bot you want and let FG Funnels build it for you, write your own prompt, or use a visual flow builder for more advanced use cases.

When you click Create Agent, you can choose from three setup methods: Create with AI, Prompt Based Agent, and Flow Based Builder.

Build with AI

Build with AI is best when you'd rather describe the bot you want in plain language than set up prompts and actions by hand. Describe your bot from scratch, or start from a template for booking, lead capture, or support, and FG Funnels generates the instructions, settings, and actions for you. Then you can customize the bot through chat, test its responses, and make adjustments before going live.

Build with AI can automatically configure:

  • Inbound channels and outbound triggers
  • Working hours and reply delays
  • Appointment booking and human handoffs
  • Knowledge Base connections
  • Bot instructions and opening messages

If it needs more information, such as which calendar to use or who should receive a handoff, it asks you directly in the chat.

Tip: A good first bot answers questions about your main offer and books discovery calls on your FG Funnels calendar.

To create a bot with Build with AI:

  1. Go to AI Agents > Conversation AI > Create Agent.
  2. Select Create with AI, then click Start with AI.

Create New Agent window with Create with AI, Prompt Based Agent, and Flow Based Builder

  1. Under What should your AI agent do?, describe what you want your bot to do, or pick a template under Or start from a template. Then click Build agent.

What should your AI agent do? box with a sample description, example prompts, and the Build agent button

  1. Answer any questions Build with AI asks, such as selecting a booking calendar or handoff recipient.

Build with AI asking which calendar to use for discovery calls

  1. Review the generated bot's settings, instructions, channels, and actions.

Generated agent with channels, working hours, mode, actions, reply delay, and instructions

  1. Request any changes in the chat, such as adjusting working hours, reply delays, or handoff settings.

Chat request to reply Monday through Friday, 9 AM to 5 PM, with Working hours updated

  1. Click Test agent to chat with your bot the way a lead would. Test messages are never sent to your contacts. When you're ready to go live, change Mode from Off to Suggestive or Auto-pilot.

Test your agent panel with a sample booking request and the agent's reply

IMPORTANT: Creating or saving a bot does not automatically activate it. The bot must be enabled in the appropriate mode, and outbound messaging must be activated separately if needed.

Customize your bot through chat

Build with AI lets you update bot settings and instructions without moving through multiple configuration screens. Describe the changes you want, and the builder updates the supported settings automatically. For example, you can ask:

  • "Only reply Monday through Saturday, from 9 AM to 8 PM."
  • "Add a missed-call trigger."
  • "Send pricing questions to the sales manager."
  • "Make the opening message friendlier."
  • "Wait five seconds before replying."

You can also ask Build with AI to rewrite your bot's instructions, change its goals, or update its opening message.

Switch between Build with AI and the manual editor

You can switch between Build with AI and the manual editor whenever you need more control. Click Switch to manual editor to edit settings and instructions directly. To return to conversational editing, click Build with AI in the manual editor.

Manual editor with the Build with AI button at the top

Prompt Based Agent

Prompt Based Agent is best if you're comfortable writing detailed instructions and want full control over your bot's personality, goals, and behavior.

Use Prompt Based Agent when you need:

  • Custom instructions you write yourself
  • A choice of AI model
  • Appointment booking or general Q&A with your own wording
  • Actions such as appointment booking, workflow triggers, human handover, transfer bot, and auto follow-up

To create a Prompt Based Agent:

Note: Prompt quality directly impacts the bot's performance. For guidance on writing better prompts, see Customize Conversation AI Agent Responses.

  1. Go to AI Agents > Conversation AI > Create Agent.
  2. Under Prompt Based Agent, click Create New Agent.
  3. Choose a starting point, then click Continue:
    • General Q&A answers common questions.
    • Appointment booking helps contacts pick and confirm appointment times.
    • Start from Scratch gives you a blank agent to build yourself.

Create new agent window with General Q&A, Appointment booking, and Start from Scratch

  1. Edit the prompt in the editor. General Q&A and Appointment booking start with a sample prompt you can change or replace.
  2. Set up your actions, mode, and other settings in the panels on the right. See Build and Deploy Settings.
  3. Click Save. You can test your agent once it's saved.

Prompt Based Agent editor with a sample prompt and the settings panels

Flow Based Builder

Flow Based Builder is best for advanced users who need visual logic, branching, and multi-step conversation paths, such as detailed lead qualification or multi-step appointment flows.

Use Flow Based Builder when you need:

  • A visual, drag-and-drop conversation flow
  • Multi-step lead qualification and appointment booking
  • Complex logic and branching
  • More control over how contacts move through the conversation

To create a Flow Based Builder agent:

  1. Go to AI Agents > Conversation AI > Create Agent.
  2. Under Flow Based Builder, click Create New Agent. The flow canvas opens.
  3. Use Add node to build your flow with nodes such as AI Agent, Router, Bot Transfer, and End Node, or click Build with AI to describe the flow in plain language.
  4. Use Variables and Settings at the top to configure the flow, then click Test to try it.

Flow Based Builder canvas with the Add node panel, Variables, Settings, and Test

For a full walkthrough, see Conversation AI Flow Builder.

Build and Deploy Settings

Every agent has two tabs at the top of the editor: Build for how the agent thinks and responds, and Deploy for where and when it answers.

Build tab

The Build tab has the prompt editor on the left, settings panels in the middle, and the test chat on the right.

  • Model and Business Name: Choose the AI model and the business name the agent uses.
  • Prompt editor: Write or edit the agent's instructions. Click Custom Values to insert account details, or Prompt Optimizer to improve the prompt.
  • Actions: Click Setup Your Actions to add API Call, Appointment Booking, Trigger a Workflow, Contact Info, Stop Bot, Human Handover, Transfer Bot, or Auto Followup.
  • Knowledge Base Triggers: Choose when the agent should use each knowledge base. See Knowledge Base.
  • Mode: Set the agent to Off, Suggestive, or Auto-pilot, and configure email settings.
  • Timing & Pacing: Set the wait time before responding, the maximum messages per conversation, and whether the agent pauses when you send a manual or workflow message.
  • Response Behavior: Turn on response style settings and rich elements, and allow the agent to respond to images and voice notes (Auto-pilot only).
  • Summary Settings: Turn on conversation summaries. For details, see How to Generate Conversation Summaries and Transcript in Conversation AI.

Build tab with the prompt editor, Mode and Timing & Pacing panels, and Test your agent

Setup Your Actions list with API Call, Appointment Booking, Trigger a Workflow, Contact Info, Stop Bot, Human Handover, Transfer Bot, and Auto Followup

FG Funnels® Pro Tip: Avoid including details about calendar slots in appointment booking prompts. This can lead to the bot generating incorrect responses, commonly known as "hallucinations." Use the Appointment Booking action instead.

Deploy tab

The Deploy tab controls where and when your agent answers.

  • Channels: See which channels the agent answers on, and click Set up to add SMS, WhatsApp, Email, Instagram, Facebook, TikTok, or Live chat.
  • Working hours: Choose when the agent replies.
  • Agent details: Review the agent's model, mode, actions, knowledge base, and summary settings at a glance. Click Edit in Build to make changes.

Deploy tab with Channels, Working hours, and Agent details

Knowledge Base

A knowledge base gives your agent the information it needs to answer questions accurately. Manage your knowledge bases under AI Agents > Knowledge Base, then connect them to an agent with Knowledge Base Triggers on the agent's Build tab.

  • Click Create knowledge base to add one, or Create with AI to build one with AI.
  • Add sources such as website pages, FAQs, and Google Sheets that stay in sync as you edit them.
  • Use Knowledge Base Triggers to tell the agent which knowledge base to use for which kinds of questions.

AI Agents > Knowledge Base with Create with AI and Create knowledge base

Test and Improve Your Agent

The Test your agent panel lets you chat with your agent before it goes live. Test messages are never sent to your contacts.

  1. Chat with the agent: Send a message the way a lead would, or click one of the example messages.
  2. Give feedback on answers: Use the thumbs up and thumbs down buttons under each reply.
  3. Optimize your prompt: Click Optimize Prompt in the Prompt Optimizer panel to test five fresh scenarios and improve the prompt.
  4. Reset the conversation: Click the reset button at the top of the test panel to start over after making changes.

Frequently Asked Questions

Q: Do I need to create a new bot, or can I edit an existing one?

You can do either. To edit an existing bot, go to AI Agents > Conversation AI > Agents List, then click the agent name.

Q: Which setup method should I choose?

Use Build with AI if you'd like to describe what you want and have FG Funnels configure the bot for you. Use Prompt Based Agent if you are comfortable writing detailed prompts. Use Flow Based Builder if you need advanced logic, branching, and multi-step conversation paths.

Q: Does Build with AI turn my bot on automatically?

No. Creating or saving a bot does not activate it. Enable the bot in the appropriate mode when you're ready, and activate outbound messaging separately if you need it.

Q: Can I switch between Build with AI and editing manually?

Yes. Click Switch to manual editor to edit settings and instructions directly, and click Build with AI in the manual editor to return to chat-based editing.

Q: Does the bot respond immediately after I save it?

No. New agents start in Off mode. Change Mode to Suggestive or Auto-pilot when you are ready.

Q: What is the difference between Suggestive and Auto-Pilot?

Suggestive mode creates reply suggestions for your team to review and send manually. Auto-Pilot sends replies automatically based on the bot’s configuration.

Q: Should I test the bot before using Auto-Pilot?

Yes. Test lead capture, FAQs, appointment booking, unknown questions, and any workflow-related behavior before enabling Auto-Pilot.

Q: Can the bot collect contact information?

Yes. The bot can collect details such as name, email, phone number, street address, city, and custom question responses depending on the setup.

Q: Can Conversation AI book appointments?

Yes. If appointment booking is enabled, the bot can help contacts schedule appointments based on the calendar configuration available in your setup.

Q: What happens if the bot does not know the answer?

You can set up email notifications so selected users are alerted when the bot cannot answer a question. In the Build tab, open Mode and click Configure Email Settings.

Q: Can I customize how the bot sounds?

Yes. Edit the prompt in the Build tab, ask Build with AI to change the tone, or turn on response style settings under Response Behavior.

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