Conversation AI Bot - Explained

There are Six Key Pillars of the Conversation AI Bot:

1. Conversation AI Modes and settings

2. Supported conversation channels

3. Training the Bot

4. Configuring Bot's Intent

5. Testing the Bot (Bot Trial)

6. Workflow X Conversation AI

Conversation AI Modes and Settings

There are three modes for your Conversation AI bot:

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 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.

Supported Conversation Channels

The bot currently supports the following channels:

1. SMS

2. FB

3. IG

4. Web Chat (SMS Chat)

5. Live Chat

Go to "Settings" > "Conversation AI" and select "Supported Channels" to choose which channels the bot will communicate through:

If there is a channel that you would like us to add, please add an idea to the ideas board.

Training the Bot

There are 2 ways to train your bot in the "Bot Training" section of the Conversation AI settings page in your account settings:

1. Through web URLs and public links

2. Adding Question and Answer pairs

Please Note:

Bot training is free of cost.

Configuring Bot's Intent

The bot currently supports two intents:

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 i.e. 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 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 FAQ's 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