How does Conversation AI support businesses in managing customer communications?

Conversation AI enhances customer communication by automating appointment scheduling, capturing contact information, and offering flexible engagement options such as Suggestive and Auto-Pilot modes to suit business needs.

What are the different modes available in Conversation AI and what do they do?

Conversation AI offers three modes: Off, which disables interaction with customers; Suggestive, which provides potential responses to customer queries for manual review and dispatch; and Auto-Pilot, which autonomously responds to customer messages to enhance engagement and response speed.

Can Conversation AI be integrated with multiple messaging platforms and what are its capabilities in handling out-of-context responses?

Yes, Conversation AI can be integrated with a variety of messaging platforms including SMS, Facebook, Instagram, and WhatsApp. It is designed to manage out-of-context responses by adhering to conditions for start, sleep, and end states, using the last ten conversations or an 800-word limit to ensure contextually appropriate responses.

Can I keep the bot asleep indefinitely after sending a manual or workflow message?

Yes. You can now prevent the bot from ever reactivating automatically after a manual or workflow-triggered message. Simply turn off the “Reactivate bot after” option in Bot Settings. When this option is disabled, the bot will remain asleep indefinitely for that contact and will only wake up if you explicitly choose to reactivate it.

Conversation AI | NotLuck Help

Conversation AI is a sophisticated feature designed to enhance customer communication, automate appointment scheduling, and capture contact information. It's a great helper in managing your responses and converting leads. So, let's learn how to configure it.

To start, navigate to the Conversation AI tab in the AI Agents section. Within Conversation AI, you can edit an already existing bot or create a new bot.

Select how you wish to create your bot; you can choose between a Guided Form Setup, a Prompt-Based Bot, or a Flow-Based Builder. For this article, we'll use a Prompt-Based Bot.

Next, select a template or start from scratch.

Bot Settings

Bot Name

Give your bot a distinctive name to personalise interactions and maintain brand consistency.

Bot Status

Within the "Bot Status" segment for Conversation AI, you have three unique modes to choose from:

Off: This completely switches off the Conversation AI. Whilst you can modify settings and particulars, the AI will stop engaging with your customers.
Suggestive: In this mode, Conversation AI serves as a helpful tool within the chat interface by offering potential responses to customer queries. You can send these suggestions as they are, make changes before dispatching them, or bypass the suggestions altogether.
Auto-Pilot: This mode lets Conversation AI autonomously dispatch messages to your customers, enhancing customer engagement and boosting response speed. If a message comes in, the system strategically waits for 2 minutes before engaging the GPT API, allowing for the possibility of receiving multiple messages. It functions independently, facilitating effortless communication without the need for manual oversight.

Supported Channels

This section allows you to pick the platforms on which Conversation AI will operate. Here are the currently supported channels:

Instagram: Conversation AI can reply to direct messages on your company's Instagram account.
Facebook: Enable Conversation AI to communicate with clients via your company's Facebook page or Messenger.
SMS: This allows for automated replies to text messages from your clients.
Chat Widget (SMS Chat): Keeps your live chat active around the clock, even when your team is offline.
Live chat: Keep the 24/7 chat active even when your team is not available by having the Conversation AI reply for you.
WhatsApp: Automates customer interactions on WhatsApp, ensuring timely responses.
Email: When an inbound email is received, Conversation AI processes and responds automatically based on configured rules and context.

By choosing these channels, you're ensuring that your clients receive quick, automated responses regardless of the platform they use to reach out to you.

Email Responses

If using the Email conversation channel, click "Configure Email Settings" to modify the sender details, reply behaviour, and email format.

📌 Note: Your template must contain the custom value "{{ai.response}}" for the Conversation AI to inject the generated response.

Review your email preview and, if satisfied, click Save in the bottom right corner.

AI Bot Trial

Use the AI Bot Trial feature to understand how it will interact with your customers. Refine any settings afterwards until you're satisfied.

Advanced Settings

In the Advanced Settings section, you can fine-tune the bot's behaviour, such as setting the Business Name.

Auto Pilot Mode

This mode allows the bot to operate independently, handling customer inquiries, booking appointments, and even triggering workflows without human intervention. The options to set are:

Wait time before responding: This defines the total time that can pass between receiving a message and the bot's response.
Maximum messages a Bot can send in a Conversation: The bot will go to sleep for that contact if this limit is reached in that conversation.
Allow this bot to respond to Images and/or Voice Notes: By enabling this option, the bot will respond to images and voice notes.
Send Bot to sleep when I send a message manually or through workflow: The bot will stop responding if you manually respond to the message or a workflow sends a response before the AI response.

Response Settings

Toggle the Response Style Settings switch to choose the tone for your message. You can choose from any of these three options:

Concise: Short, crisp replies (~30 words)
Balanced: Moderate detail (about 80 words)
Detailed: More comprehensive replies (up to 200 words)

These settings apply only to the selected bot.

📌 Note: Response Style serves as a soft guideline rather than a strict word limit; avoid adding conflicting length instructions in your prompt, as prompt-level directives may override or interfere with the selected style.

Bot Training

In this section, you can guide how Conversation AI uses the Knowledge Base by adding optional triggers and instructions. Without any triggers, the AI decides on its own when to reference the Knowledge Base, following its default behaviour.

Click "Add Knowledge Base Trigger" to define up to 4 triggers, each with up to 7 Knowledge Bases, to signal when specific information should be used.

When a condition is met, the AI prioritises the relevant Knowledge Base, whilst still retaining the ability to use it independently when needed. This helps improve response accuracy and ensures important information is not missed.

Test Your Bot

After configuring your triggers, you can try out the bot and interact with it to get a feel for how it will interact with your customers. You can also write a message and get a response from your bot. If you don't like the way it answers, click the thumbs down to change how the bot will respond in the future.

Bot Goals

Prompt

Here, you can define the bot's primary purpose by setting up the Personality, Intent, and Additional information. You can edit the Prompt, personalise the bot as much as you want, and include Custom Value, specific responses, and tidbits of information you want the bot to use.

Personality: Customise the tone and style of the bot's responses to match your brand voice. This will also clarify what the bot can or cannot do, ensuring transparency.
Goal: Specify the key objectives the bot should focus on, such as lead generation or customer support.
Additional Information: Provide guidelines for the bot, including any extra details or context to improve its performance.

Configure Your Actions

Appointment Booking: Enable the bot to schedule appointments directly from the chat interface. You can have the bot do the full booking or check the box to limit the bot to only sending the calendar link.
Trigger a Workflow: Set up the bot to initiate specific workflows based on customer interactions.
Contact Info: Allow the bot to collect and store customer contact information for follow-ups.
Stop Bot: Require the bot to stop when a specified condition is met.
Human Handover: Transfer the conversation to a team member when a specified condition is met.
Transfer Bot: Transfer the conversation to another bot when a specified condition is met.
Auto Followup: Allow the bot to follow up with the contact when a specified condition is met.

Conversation Summary

Enable the Conversation Summary feature to generate a condensed message after each bot conversation. You can set the inactivity time and minimum messages required to generate the summary, trigger a workflow, save the summary to a custom field, or receive an email notification for each summary.

Dashboard

Filters: Use the Channel Selector and Date Range Selector to refine your insights and focus on specific data points.
Total Unique Contacts: Represents the number of unique contacts engaged with the bot on a particular date, providing a clear overview of bot interaction.
Total Actions Triggered: Indicates the total number of actions initiated and completed by the bot, showing how actively it is driving user engagement.
Total Appointment Booked: This reflects the total number of successful appointment bookings made through the bot, highlighting its effectiveness in scheduling.
Time Saved: Estimates the reduction in manual effort by leveraging the bot, showcasing how much time has been saved in comparison to traditional methods.
Total Unique Contacts: This chart displays the total number of unique contacts who spoke to the bot within the selected time frame.
Total Messages: Displays the overall number of messages exchanged between the bot and users, giving insight into the level of interaction.
Average Messages per Contact: This helps optimise response settings by showing the average number of messages exchanged per contact, aiding in fine-tuning bot interactions for efficiency.

Use the Conversation AI feature to enhance customer communication, automate repetitive tasks, and ensure timely responses across multiple platforms. By customising its settings and training it effectively, you can create a seamless and efficient experience for both your team and your customers.

Frequently Asked Questions

Q: Does Conversation AI offer available appointment slots?

Conversation AI doesn't directly offer available appointment slots, especially in Auto-Pilot Mode. Instead, it directs customers to a booking link where they can select their desired slots.

Q: What advantages does Suggestive Mode offer?

Real-time suggestions generated by AI.

Q: Can I use Conversation AI on numerous messaging platforms?

Absolutely. Conversation AI can be incorporated into a variety of active channels, such as SMS, Google My Business (GMB), Facebook (FB), and Instagram (IG). This allows you to deliver AI-driven responses across multiple platforms.

Q: How does Conversation AI handle responses that are out of context?

Conversation AI is engineered to adhere to specific conditions for start, sleep, and end states, including managing out-of-context responses. The system leverages the last ten (10) conversations or up to an 800-word limit to ensure contextually appropriate responses.