Use the Conversation AI Workflow Action to send AI-generated message, wait for the contact’s reply, and route the workflow using branches and conditions. This article shows how to use the Conversation AI Workflow Action in HighLevel.
TABLE OF CONTENTS
- What is the Conversation AI Workflow Action?
- Key Benefits of Conversation AI Workflow Action
- How To Setup Conversation AI Workflow Action
- Frequently Asked Questions
- Related Articles
What is the Conversation AI Workflow Action?
The Conversation AI Workflow Action sends a single AI-generated message to a contact, waits for a reply, and routes the workflow based on the contact’s response. It uses your bot’s prompt settings and training to craft the reply and supports branching for different outcomes.
Key Benefits of Conversation AI Workflow Action
Targeted outreach: Ask a specific question and wait for a direct reply from the contact.
Smart routing: Evaluate the contact’s response against branches and conditions to guide next steps.
Prompt-aware replies: Combine Personality, Additional Instructions, the Question, training data, and conversation history for context.
Channel choice: Send on a selected channel (SMS, Facebook, WhatsApp, Live Chat, Instagram).
How To Setup Conversation AI Workflow Action
Follow these steps to add the action to a workflow and configure it for consistent, predictable outcomes.
Log in to your sub-account.
Go to Automations > Workflows.
Create a new workflow or open an existing one.
Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS).
Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action.
You can Toggle Advanced Bot Configuration to override the bot’s defaults:
Personality — define tone.
Additional Instructions — goals/intents and guidance. If left off, the action uses the bot’s existing configuration.
In Question, enter the message the bot should send. You can use custom values.
Set Timeout (how long to wait for a reply) in minutes, hours, or days.
Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat.
Turn on Skip if answered to bypass this action when an answer is given manually.
Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches).
Set Wait time in seconds (delay before the bot replies so it can collect incoming messages).
Configure Branches & Conditions:
Time Out and No Condition Met are always present and cannot be removed.
Add additional branches and define clear matching conditions.
Click Save Action.
Use Test Workflow to validate before going live. (Optional but recommended)
Publish the workflow and Save.
Frequently Asked Questions
Q: What happens if the contact doesn’t reply?
The workflow follows the Time Out branch.
Q: What if no condition matches the contact’s reply?
The workflow follows the No Condition Met branch.
Q: Can I add more branches?
Yes. Create additional branches and add conditions to match more outcomes.
Q: What information does the AI use to craft its message?
The AI uses Personality, Additional Instructions, the Question, Training, and Conversation history.
Q: Which channels are supported?
SMS, Facebook, WhatsApp, Live Chat, and Instagram can be selected.
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