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Workflow X Conversation AI - Conversation AI Action *Beta

By integrating Conversation AI into Workflow X, tasks such as customer support, data entry, and scheduling can be automated, significantly reducing the time and effort required for these activities. This allows team members to focus on more strategic initiatives and complex problem-solving. Additionally, Conversation AI can provide real-time insights and analytics, enabling better decision-making and process improvements.

Question for the Contact

This is the main question that the bot will ask the customer. The bot will ask this question along with replying to an inbound message from a contact (if it exists)

Branches and Conditions

There are 2 standard branches that are created for each action with the capability to create new branches.

Standard Branches:

  1. Time Out - The contact does not reply back in the time specified in the action

  2. No Condition Met - The contact replied within the timeout period but no condition was met

New Branches:

  • Each Branch needs to have a Name and a Condition based on which the contact will go down that branch.

Prompt - Personality and Additional Instructions

The "Advanced Bot Configuration" toggle gives you the ability to see and customize the "Personality" and "Additional Instruction" for the conversation AI Bot.

The Prompt is generated by combining:

  1. "Personality" 

  2. "Additional Instruction"

  3. Question for the contact

  4. Context from the Bot Training done for the Conversation AI Bot

  5. Previous Conversation between the sub-account and the contact

Channel

Choose one channel from SMS, FB, and IG where the bot sends the message to the contact

Mechanism of the Conversation AI Action

Following the configuration of the "Conversation AI" action, contact processing proceeds as follows:

  1. The prompt is generated and the message is sent from the conversation AI bot to the contact (if required the context for the bot is available from "Bot Training" in the conversation AI Bot sub-account settings).

  2. The bot now waits for a reply from the contact for the time configured in the action

  3. If the contact fails to reply within the time period, it moves down to the "Time-Out" branch (use this branch to create follow-ups).

  4. Once the contact replies within the time period, the bot checks which condition is met from the contact's reply to the bot. If no condition is met, the contact moves down to the "No condition Met" branch (use the "GOTO" actions to ask the questions).

  5. If a condition is met, the contact moves down to that respective branch.

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