Workflow X Conversation AI - Conversation AI Action *Beta

Question for the Contact

This is the primary question the bot will ask the customer. The question is sent along with any replies to existing inbound messages from the contact, ensuring seamless conversation continuity.

Branches and Conditions

Each Conversation AI Action creates two default branches:

• Time Out:
  The contact does not reply within the specified time.

• No Condition Met:
  The contact replies within the time limit, but none of the defined conditions are met.

You can also create new branches by defining:

• Branch Name: A unique identifier for the branch.

• Condition: The criteria that must be met for the contact to follow this path.

  

Prompt - Personality and Additional Instructions

Use the Advanced Bot Configuration toggle to customize:

• Personality: Define the bot’s tone, e.g., friendly, professional, etc.

• Additional Instructions: Provide specific guidance for handling responses.

The bot’s prompt is created using:

• Personality

• Additional Instructions

• The question for the contact

• Context from bot training

• Previous conversation history

  

Channel

Select the communication channel for the bot's message:

• SMS

• Facebook Messenger

• Instagram

Mechanism of the Conversation AI Action

Here’s how the process flows:

1. Prompt Generation:
   The bot generates a prompt using the configured personality, instructions, and context.

2. Message Sent:
   The bot sends the message to the contact via the selected channel.

3. Wait for Reply:
   The bot waits for a reply within the time frame configured in the action.

4. Branching:

   • If no reply is received, the workflow follows the Time Out branch (ideal for follow-ups).

   • If a reply is received but does not meet any conditions, it follows the No Condition Met branch.

   • If a condition is met, the workflow follows the respective branch.

Use GOTO actions within branches to loop back or guide the workflow based on responses.