How to Set Up a Conversation AI Bot

Modified on: Wed, 3 Jun, 2026 at 10:02 AM

Conversation AI helps businesses automate customer conversations across supported communication channels in HighLevel. This guide walks you through creating, configuring, testing, and launching a Conversation AI bot using a streamlined setup flow. You can use Conversation AI to collect lead details, answer common questions, support appointment booking, and route conversations more efficiently.

TABLE OF CONTENTS

What is Conversation AI?
Key Benefits of Conversation AI
Setup Methods for Conversation AI Bots
Frequently Asked Questions
Related Articles

What is Conversation AI?

Conversation AI is an AI-powered communication tool in HighLevel 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 bot training, Brand Voice, advanced settings, response settings, and workflows to improve bot behavior.

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. Simple bots can be created with a guided form, while more advanced use cases can use prompt-based setup or a visual flow builder.

HighLevel currently provides three main setup methods:

Guided Form Setup

Guided Form Setup is best for straightforward use cases such as lead capture, appointment booking, and general Q&A. This option is ideal when you want a structured setup experience without writing detailed prompts from scratch.

Use Guided Form Setup when you need:

Simple lead capture
Appointment booking
General Q&A
Basic objectives and information collection
A beginner-friendly bot setup experience

To create a Guided Form bot:

Note: For a deeper walkthrough, refer to Guided Form Based Setup for Conversation AI.

Go to AI Agents > Conversation AI > + Create Bot.
Select Guided Form Setup.
Click Create New Bot.
Choose the bot type, such as:
- General Q&A
- Appointment Booking
Select or create a Brand Voice.
Configure Bot Settings.
Configure Bot Goals.
Save the bot.
Choose whether the bot should remain Off, use Suggestive mode, or use Auto-Pilot.
Or click Go to Advanced Settings to continue configuring the bot.

Prompt Based Bot

Prompt Based Bot setup is best for users who are comfortable writing detailed prompts and want more control over the bot’s personality, goals, actions, and behavior.

IMPORTANT: Selecting a "Bot Template" when creating your bot will ONLY affect the "Prompts" for your conversation AI bot.

You can always overwrite anything added from the template you selected, but if you select a template, HighLevel will populate the following areas for you to create foundational bot prompts.

Use Prompt Based Bot when you need:

More personalized bot behavior
Custom instructions and prompts
LLM model selection
Custom bot personality and goals
Actions such as appointment booking, workflow triggers, human handover, stop bot, transfer bot, auto follow-up, and conversation summaries

To create a Prompt Based Bot:

Note: Prompt quality directly impacts the bot’s performance. For guidance on writing better prompts, refer to AI Prompting 101 and Customize your AI responses using Prompts.

Go to AI Agents > Conversation AI > + Create Bot.
Select Prompt Based Bot.
Choose one of the available options, such as:
- General Q&A
- Appointment Booking
- Marketplace Template
- Start from Scratch
Continue into the bot editor.
Configure Bot Settings.
Configure Bot Training.
Configure Bot Goals using prompts, model settings, and actions.

Flow Based Builder

Flow Based Builder is best for advanced users who need visual logic, branching, and multi-step conversation paths. This setup method works well for more complex lead qualification, nurturing, and appointment flows.

Note: For detailed setup instructions, refer to Conversation AI Flow Builder.

Use Flow Based Builder when you need:

Visual flow-based setup
Advanced lead qualification
Multi-step objectives
Complex logic and branching
Advanced appointment booking flows
More control over how contacts move through the conversation

To create a Flow Based Builder bot:

Go to AI Agents > Conversation AI > + Create Bot.
Select Flow Based Builder.
Click Create New Bot.
Continue into the bot editor.
Configure Bot Settings.
Configure Bot Training.
Open Bot Goals.
Click Launch Flow Builder to create the visual conversation flow.
Configure global bot behavior, including:
- Tone
- Personality and style
- Conversation intent
- Additional business information
- Business context
Configure available actions such as:
- Stop bot
- Human handover
- Auto follow-up
Configure appointment-related options, if needed.
Enable conversation summaries, if needed.

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 > Agent List, then click the bot name or use the three-dot menu and select Edit.

Q: Which setup method should I choose?
Use Guided Form Setup for simple lead capture, appointment booking, or general Q&A. Use Prompt Based Bot if you are comfortable writing detailed prompts. Use Flow Based Builder if you need advanced logic, branching, and multi-step conversation paths.

Q: Does the bot respond immediately after I save it?
Not necessarily. New bots may be set to Off by default. Review the bot status and switch it 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 configure email notifications so selected users are alerted when the bot cannot answer a question.

Q: Can I customize how the bot sounds?
Yes. You can select or create a Brand Voice, add instructions, configure bot goals, and adjust response settings to

align the bot with your business tone.