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 uses conversation history more reliably, improving how it maintains context across replies. 

Tip: You can also review which prior messages were considered by opening Response Info and checking the available history/context details (when enabled).

TABLE OF CONTENTS

• Conversation AI Modes and Settings
• Supported conversation channels
• Training the Bot
• Configuring Bot's Intent
• Testing the Bot (Bot Trial)
• Workflow X Conversation AI
• Frequently Asked Questions
• Related Articles

Conversation AI Modes and Settings

1. 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
   
   
2. Suggestive: The bot responses are available inside the message composer box for the sub-account user to send as is or edit before sending.
   
   
3. Auto-Pilot: The bot automatically responds to a contact on behalf of the business.

Guided Form: Conversational Quality Enhancements

• Automatically varies question phrasing to avoid repetition.
  
  

• Adjusts tone based on prior user inputs for natural flow.
  
  

• Gently refocuses off-topic replies to keep progress.
  
  

If you renamed standard CRM objects (for example, Contacts → Clients), Conversations AI displays those names throughout the bot UI for clarity and consistency. 

Note (Form-Based bots): If Initial Message is configured, the bot sends it as a standalone welcome message and starts the Guided Form flow on the contact’s next reply. If Initial Message is not configured, the flow starts immediately on the first message.

Supported conversation channels

1. SMS
   
   
2. FB
   
   
3. IG
   
   
4. Web Chat (SMS Chat)
   
   
5. Live Chat
   
   

You can select which channels you'd like the bot to communicate through by going to "Settings" > "Conversation AI" and adding the channels via the "Supported Channels" dropdown. 

If there is a channel that you would like us to add, please add an idea to the ideas board here https://highlevel.canny.io/conversation-ai

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:

1. Through web URLs and public links
   
   
2. Adding Question and Answer pairs

Note: Bot training is free of cost

Configuring Bot's Intent

Currently, there are 2 intents supported by the bot:

1. General Support or Q/A: Provides information to the contact's queries based on the training information
   
   
2. 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

Testing the Bot (Bot Trial)

• The Conversation AI bot is FREE to test in the "Bot Trial" tab of your Conversation AI Sub-account settings page.
  
  
• 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 Down" under each bot's response to fine-tune and add FaQs to be trained

Workflow X Conversation AI

Utilize the power of your bot training within workflows by using the Conversation AI Action following:

1. Customization your entire prompt
   
   
2. Conditional movement of the contact within the workflow
   
   
3. Ask specific questions and create branches based on the contact's reply

Frequently Asked Questions

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. GoHighLevel 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 HighLevel funnel/website.

Q: Can I change the “Contacts” or “Opportunities” labels the bot shows?
Yes. Rename your standard objects in Settings → Objects at the sub-account level. Conversations AI will reflect those names. See “How to Rename Standard Objects in Your CRM.”

Only if Initial Message is not set. When Initial Message is configured, the bot sends it first and begins the flow after the contact’s next reply.

Related Articles

• AI Employee Overview
  
  
• Setting Up Conversation AI
  
  
• Training Your Conversation AI Bot
  
  
• Auto-Pilot Mode in Conversation AI for Efficient Communication
  
  
• Pricing and Rebilling Conversation AI