Conversation AI Bot - Explained
The Conversation AI is an advanced feature that leverages AI technologies to enhance customer interactions with your business. The Bot solves complex problems and provides safer, more accurate answers than any AI Chatbot on the market.
Conversation AI Modes And Settings
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OFF: This is the default mode where the conversation AI feature is inactive. Bot training and bot trial are still active to train and test the bot before launching the bot
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Suggestive: The bot responses are available inside the message composer box for the sub-account user to send as is or edit before sending.
- Auto-Pilot: The bot automatically responds to a contact on behalf of the business.
Primary vs Non-Primary Agents
Primary and non-primary agent settings determine how an agent is used across channels and workflows. This helps users control which agent handles general inbound conversations and which agents are reserved for more specific use cases.
A primary agent can handle general inbound conversations for the channels you assign. Non-primary agents are typically used inside workflows and respond only when invoked there.
Supported Conversation Channels
- SMS
- Chat Widget (SMS Chat)
- Live Chat
You can select which channels you'd like each bot to communicate through by going to "AI Agents" > "Conversation AI" > "Agents List" > selecting the agent you want to edit > "Bot Settings" and then adding/removing the channels via the "Supported Communication Channels/Providers" dropdown.
Training The Bot
There are 2 ways to train your bot in the "Bot Training" section of the Conversation AI settings page in your sub-account settings:
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Web Crawler: Allows you to use data from URLs, paths, entire domains, and even Google Docs
- Custom bot responses: Adding question and answer pairs.
Note: Bot training is free of cost
Configuring Bot's Intent
Currently, there are multiple intents supported by the bot:
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General Support or Q/A: Provides information to the contact's queries based on the training information
- Appointment Booking: Ask a few questions (customizable) and then book an appointment on the calendar.
- Note: If an appointment for a contact is already booked ie in the Active/Confirmer state, the intent will dynamically switch to General support for that contact till the appointment is either completed or cancelled
- Trigger a workflow or workflow action
- Gather Contact Information
Testing The Bot (Bot Trial)
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The Conversation AI bot is FREE to test in the "Bot Trial" tab of your account's Conversation AI settings page.
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The intent to test can be selected from the dropdown and the bot will respond to you the same way it will respond to a contact
- Feedback can be provided by using the "Thumbs Up" and "Thumbs Down" buttons under each bot's response to fine-tune and output can be further improved by adding more FAQs to knowledge base.
Workflow X Conversation AI
Utilize the power of your bot training within workflows by using the Conversation AI Action following:
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Customization your entire prompt
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Conditional movement of the contact within the workflow
- Ask specific questions and create branches based on the contact's reply
Frequently Asked Questions
Q: Is Conversation AI only for fully automated replies?
No. Users can configure Conversation AI in Suggestive mode to draft replies for review, or in Autopilot mode to send replies automatically.
Q: Can different agents have different purposes?
Yes. Users can configure agents differently depending on the use case, such as general support, appointment booking, lead qualification, or workflow-specific messaging.
Q: Does the bot need training before it can answer accurately?
Training is recommended so the bot can use approved business-specific information when responding to contacts.
Q: Can the bot follow a specific tone or brand style?
Yes. Brand Voice and Additional Instructions help control tone, wording, and conversation behavior.
Q: Can Conversation AI book appointments?
Yes, when the proper Bot Goals and appointment booking settings are configured.
Q: Where can users review what the bot has done?
Users can review bot activity through the Conversation AI dashboard and agent logs.
Q: Can I control how many messages the bot sends before it stops or hands off to an agent?
Yes. In the Advanced Settings section, you can define the maximum message count before the bot stops responding or transfers the conversation to a human agent.
Q: Can I turn on the AI for just one channel while turning it off for the others?
Yes. FG Funnels supports channel-specific bot control. You can assign or disable the bot per communication channel from within each channel’s settings or in the multi-bot view.
Q: How do I add the AI chatbot to my website?
Once you’ve built your Conversation AI Bot and added “Web Chat” as a supported channel, the AI functionality will automatically be included when you install the chat widget on your FG Funnels funnel/website.
Q: Am I training ChatGPT when I use the AI prompts and apps?
No, you are not training ChatGPT when you use the AI prompts or apps. Any data processed through the OpenAI API—including features such as Content AI, Conversation AI, Workflow AI, and "GPT powered by OpenAI"—is not used to train OpenAI’s models.
Q: I have a global market and want to set up AI agents in different languages. Will an English knowledge base translate in real time for the conversational AI agents, so I don't need to concern myself with translation?
Currently, an English-only knowledge base will not be automatically translated for use with Conversation AI agents in other languages. To support customers in multiple languages, we recommend the following:
- Create a separate knowledge base for each language you wish to support (e.g., Spanish, French, etc.).
- Then, create a dedicated AI agent for each language, ensuring it is connected only to the corresponding knowledge base.
This approach helps ensure your AI agents provide accurate and natural responses in each language.
Q: How many AI agents can I create?
At this time, you can create up to 20 AI agents within a single subaccount.