Setting Up Conversation AI V2

Modified on: Mon, 16 Dec, 2024 at 3:54 PM

This article will guide you through setting up and configuring Conversation AI V2 so that you can take full advantage of the power of conversational AI inside your HighLevel sub-accounts!

TABLE OF CONTENTS

What is Conversation AI V2?
Key Benefits of Conversation AI V2
How to Set Up Conversation AI V2
Advanced Features and Settings
Bot Training
- Web Crawler
- Custom Bot Responses (FAQs)
Bot Goals
- Prompt
- Appointment Booking Actions
Test and Train Your Bot in Real-Time
Related Articles
Next Steps

What is Conversation AI V2?

Conversation AI V2 is the upgraded version of our conversational AI platform, designed to provide smarter, more flexible, and efficient customer interactions. This version introduces enhanced bot management, including primary bots and additional bots that can be built to serve individual and unique purposes, all with support for multi-channel communication.

Key Benefits of Conversation AI V2

Multi-Bot Support: Manage multiple bots to handle different types of conversations, ensuring specialized responses for various tasks.
Primary Bot for Inbound Conversations: Designate one primary bot to manage all inbound messages that aren't initiated within workflows, streamlining communication.
Workflow-Based Automation: Utilize additional bots to respond within workflows, enabling automated and context-specific interactions.
Multi-Channel Support: Enable bots to communicate through channels like SMS, Facebook, Instagram, and live chat.
Workflow Integration: Use bots within workflows to respond to messages automatically based on workflow configurations.
Real-Time Testing and Feedback: Use the chat window to test, give feedback, and refine the bot during setup, allowing immediate adjustments.
Prompt Templates & Customization: Tailor the bot’s behavior, personality, and intent to align with your brand and business goals with new prompt templates and full control over your bot's prompts.
Appointment Booking Actions: Automate scheduling with actions like sending booking links, transferring to another AI bot, and triggering workflows after bookings.

How to Set Up Conversation AI V2

Setting up Conversation AI V2 involves migrating existing bots, assigning a primary bot for general communication, creating additional bots for automated workflow responses, and configuring each bot for the appropriate channels.

Migrating Existing Bots

If you see an upgrade overlay, follow these steps:

Read the on-screen instructions for migrating your bots.
Confirm the migration process to upgrade your existing bots to the new V2 framework.

PLEASE NOTE: After migrating your bots from V1 to V2, all settings and configurations will remain exactly as they were and your bots will be enabled and fully functional.

Assigning a Primary Bot

The primary bot handles all conversations that were not initiated within a workflow, depending on the conversation channels that were assigned to it. To setup a primary bot follow the steps below:

PLEASE NOTE: You can change primary bots at any time. Changing which bot is the primary bot will not affect any of the configurations, but you will need to make sure that you assign any missing communication channels to your new primary bot if needed.

Create a Bot: Click the “Create Bot” button in the Conversation AI V2 dashboard.
Select a Prompt Template: Choose a prompt template that aligns with the bot’s purpose. The template information can be fully edited after creating your bot. Templates were designed to help you get started, or for customers that don't have much experience with customizing AI prompts.
- General Q&A Template: Template designed to prompt the bot's respponses for handling customer support and general inquiries.
- Appointment Booking Template: Template designed to prompt the bot's respponses for scheduling and managing appointments.
Set Bot Status: This controls how the bot interacts with incoming messages. There are three different statuses to choose from:
- Off: The bot is inactive and will not respond to any messages.
- Suggestive: The bot generates response suggestions that appear in the message composer. Users can review, edit, and send these suggestions manually.
- Auto-Pilot: The bot automatically responds to incoming messages on behalf of the business without manual intervention.
Assign Channels: In the bot settings, assign all the communication channels that you want the primary bot to communicate within (e.g., SMS, Facebook, Instagram, live chat). The primary bot will handle all inbound messages not initiated within a workflow.
Set the Bot as Primary: Ensure the bot is labeled with the “Primary” tag. Only one bot can be designated as the primary bot at a time.

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.

Non-Primary Bots

Any bot created that is not designated as the primary bot can be used to support conversations within workflows. These bots can respond to messages initiated through workflows based on the channels they are assigned to.

Assigning Conversation Channels

Assigning channels ensures that bots can communicate through specific platforms like SMS, Facebook, or live chat. The primary bot handles general inbound messages, while workflow-only bots respond within workflows based on the assigned channels.

Primary Bot

Assign all relevant channels to the primary bot to ensure it handles incoming conversations on those channels.

Other Bots

Assign specific channels based on where you want the bot to operate within workflows.
Ensure the channels in the workflow match the channels assigned to the bot.

Advanced Features and Settings

Advanced features allow you to customize bot behavior by configuring wait times, message limits, sleep mode, and FAQs. These settings help control response timing, prevent interruptions, and ensure accurate answers to common questions.

Business Name

The bot automatically fetches your business name from your account settings. This ensures that your business name is consistently used in conversations without needing to manually add it to prompts.
This saves time and maintains a uniform brand identity across all conversations.

Wait Time Before Responding

Configure the delay before the bot sends a reply to create a natural conversational flow.
Adjust this setting to give your customers time to respond before the bot engages again.

Most agencies find that the ideal time for the bot to respond is anywhere between 5-20 seconds. This will make the conversation feel more like a human is on the other end of the sms messages.

Maximum Message Limit

This setting controls the maximum number of messages the bot can send in a single interaction.

If the message limit feels too small, remember that it can be reset. When a conversation is marked as “read”, the message limit resets to the maximum number specified in this setting.

You can mark a conversation as “read” manually or through a workflow.
This ensures the bot can continue responding even if the message limit was previously reached.

HighLevel Pro Tip: Use workflows to automate marking conversations as "read" to prevent disruptions in the bot's responses!

Send Bot to Sleep

Temporarily disable the bot during manual responses or workflow-initiated actions. This prevents the bot from interrupting ongoing conversations. This ensures a seamless experience when a human agent or a workflow takes over the conversation.

Non-Primary Bots will NOT be affected by this setting since they operate exclusively within workflows. However, they will still be paused if a manual response is sent by a live agent.

Bot Training

Bot training helps improve the bot's accuracy and relevance in responses by using two key features: the Web Crawler and Custom Bot Responses (FAQs). These tools provide the bot with the information it needs to handle customer queries effectively.

Web Crawler

The Web Crawler is where you can provide the bot with URL's where your information exists across the internet, and store detailed information about your business, products, and services for the bot to reference. This ensures the bot can provide accurate, context-specific answers.

Adding URL's: Give the bot specific URL's or general domains, and store information from those URL's and domains in your bot's knowledge library.

You can add URL's in 3 different ways:

Exact URL: HighLevel will crawl the exact URL that you provide and only use the information found in that exact URL to train the bot.
- For example, if you used the URL "https://www.gohighlevel.com/" the bot would ONLY use the information found on that exact web page to train the bot.
All URL's with the Path: HighLevel will crawl all the URL's that have a particular "Path" that is found in the URL you provide, and only use that information to train the bot.
- For example, if you used the URL "https://www.gohighlevel.com/blog/marketing" the bot would crawl all the URLs that have the path "/blog/marketing/" and use the information found on those web pages to train the bot.
All URL's in this Domain: HighLevel will crawl all URLs that have the root domain of the URL that you provide and use the information found on all of those web pages to train the bot.
- For example, if you used the URL "https://www.gohighlevel.com/promo" the bot would use the information found on every web page that has a root domain of "https://www.gohighlevel.com/" to train the bot.

Upload Google Doc Information: When adding information to your bot's knowledge library, you can give the bot the URL of your Google Doc and the bot will be able to use all the data that exists in the specific Google Doc when it's communicating with prospects and customers.

Best Practices:

Ensure the knowledge base content is up-to-date and well-organized.
Use clear and concise language to make it easier for the bot to generate relevant responses.
Focus on key topics your customers commonly inquire about to enhance the bot's efficiency.

Custom Bot Responses (FAQs)

Custom Bot Responses (FAQs) allow you to define exact answers to common questions. This ensures the bot responds accurately and consistently. When a contact asks a question that matches or closely resembles an FAQ, the bot will respond with the exact answer defined in the FAQ section.

HighLevel Expert Tip: Use Custom Bot Responses (FAQs) to handle critical queries where precise answers are necessary!

How to Add Custom Bot Responses (FAQs):

Response Feedback: Provide feedback when the bot responds in a conversation to refine its responses by clicking the THUMBS UP or THUMBS DOWN buttons that are underneath the bot generated message.

Manual Creation: Create and save FAQs directly in the bot settings.

Bot Goals

Bot goals define the bot’s personality, intent, and additional instructions to align with your business needs. Setting these parameters helps the bot maintain the right tone and focus, whether resolving queries or generating leads.

Prompt

The prompt defines the core behavior of the bot by combining its personality, intent, and additional information. This helps guide the bot’s responses to ensure they align with your business needs and communication style.

HighLevel Pro Tip: Avoid including details about calendar slots in appointment booking prompts. This can lead to the bot generating incorrect responses, commonly known as “hallucinations.”

Personality: Personality determines the tone of the bot’s responses, such as friendly, professional, or formal, to match your brand’s communication style.

Some examples of different personalities you can use for your conversation AI would be:
- Friendly: Casual and approachable.
- Professional: Business-like and formal.
- Formal: Reserved and highly structured.
Intent: Intent specifies the bot's primary objective, such as resolving customer queries, generating leads, or providing information.

Some examples of different intents would be:
- Resolving Queries: Focus on answering customer questions.
- Generating Leads: Guide conversations toward lead generation and conversions.
Additional Information: Additional information allows you to provide specific instructions or details to customize the bot’s responses more precisely.

Appointment Booking Actions

Appointment booking actions help the bot facilitate scheduling by sending booking links, transferring conversations to employees, or triggering workflows after an appointment is booked.

PLEASE NOTE: These actions are independent of the "Appointment Booking" prompt template selected during bot creation and focus specifically on automating tasks related to appointment management.

Picking a Calendar: To assign appointment booking actions to your conversation AI bot you will need to first pick the calendar you want it to reference and book on. Use the dropdown to select the calendar from your sub-account's existing calendars.
Send Booking Link: Instead of displaying available calendar slots, the bot can send a direct booking link to customers. Ideal for businesses that prefer customers to choose slots independently from a calendar interface.
Pause After Booking: Disables any further bot responses once an appointment has been successfully booked. This ensures the bot does not continue the conversation unnecessarily, allowing for a smoother handoff to follow-up processes or human interaction.
Transfer to Employee: This feature allows the current AI bot to hand off a conversation to another AI bot. This enables specialized bots to take over based on the context or type of inquiry, ensuring the conversation is handled by the most appropriate bot. The handoff is seamless, allowing the new AI bot to continue the conversation without interruption.
- Use Case: When a general support bot needs to transfer a conversation to a booking bot or a specialized bot for more detailed assistance.
Trigger Workflow After Booking: Automate follow-ups or notifications after an appointment is booked. Send confirmation emails, reminders, or internal notifications automatically once an appointment is scheduled.
- IMPORTANT: You must FIRST create the workflow that you want to trigger, and then you can connect your bot to that workflow.

Test and Train Your Bot in Real-Time

The chat window in the Training and Goals sections allows you to test and refine your bot as you configure it. This real-time feature helps ensure your bot performs accurately before going live.

Chat with the Bot: Have full conversations with the bot with no limitations and at no cost. This helps you understand how the bot responds to different queries.
Give Feedback on Answers: Provide feedback on the bot’s responses. Positive feedback improves the bot’s behavior, while negative feedback automatically creates a new FAQ entry in the training section.
Edit the Prompts: Update the bot’s personality, intent, and additional information directly during testing by clicking the small edit icon next to the feedback buttons.
Reset the Conversation: After making edits, reset the conversation without refreshing your browser. This allows you to test changes immediately and continuously refine your bot.

Next Steps

After setting up Conversation AI V2:

Verify the primary bot and channel assignments.
Create workflow-only bots for specific tasks.
Explore advanced features and workflows to optimize customer interactions.