Conversation AI

An agent that replies on WhatsApp, Instagram, SMS and chat.

7 articles

How to choose between Suggestive and Auto-Pilot mode for the AIIn AI Agents › Conversation AI, open the agent and change its status. Suggestive shows the AI's reply for your team to review and send; Auto-Pilot replies on its own; Off doesn't reply.
How to create an AI agent that replies to customer messagesIn AI Agents › Conversation AI, click Create Bot, choose the guided form setup, fill in the name, channels, details to collect and goals, save, then pick Suggestive or Auto-Pilot mode.
How to have the AI book appointments on your calendarIn AI Agents › Conversation AI, edit the agent, turn on appointment booking in the goals and pick one or more calendars. You can also let the AI cancel and reschedule.
How to set the AI agent's goals and instructionsIn AI Agents › Conversation AI, edit the agent and fill in the goals (what it should ask and achieve), the additional instructions (rules and limits, up to 2,000 characters) and the response style (concise, balanced or detailed).
How to set the hours when Conversation AI replies and what it does after hoursTurn on Working Hours in Settings › Labs. Then, in AI Agents › Conversation AI, open the agent › Deploy tab › Working Hours, turn on Active Hours, pick the channels, timezone, days and times, and the after-hours options (auto-reply, team alert, tag, follow-up). Save.
How to turn off the AI for a contact and hand the conversation to a personIn Conversations, open the customer's conversation, click the AI status icon next to the message box and choose Inactive. You can keep the AI off until you turn it back on, or set it to come back after a while.
How to turn on AI for WhatsApp, Instagram, SMS or website chatIn AI Agents › Conversation AI, open the agent, go to the Deploy tab and switch on the channels where it should reply. For each channel you can pick the number, page or widget and filter by tags.