In Conversation AI, an important option for building the bot is the Flow Based Builder. It provides a rich visual interface for laying out the conversation logic.
Access The Flow Based Builder
Navigate to AI Agents Conversation AI Create Bot button Create New Bot button (Flow Based Builder)
Bot Settings
On the Bot Settings Tab:
Name the bot
Set Bot Status to Auto Pilot
Select or deselect communication channels (ex: SMS, Instagram, Facebook, etc)
Set max messages to something like 100 (since this flow can handle long conversations).
Save the bot settings
Bot Goals
On the Bot Goals tab, set bot tone by selecting one or more keywords (ex: friendly and confident).
Describe the personality & style of the bot using sentences and merge fields (ex: "You are a bot for {{ai.businessname}}.").
Describe the intent behind the conversation using sentences and merge fields (ex: "Your goal is to help users choose a goal like {{ai.goals}} and book an appointment.").
Describe additional information & business context using sentences and merge fields. This is a good place to provide explicit examples of how the bot should communicate (ex: avoid: How may I assist you today?, use: Hey, how's it going?).
Specify unique conditions:
Stop Bot Wherever the contact is in the workflow, if they use vulgar language, or say "stop", etc the flow will immediately stop.
Human Handover When the bot doesn't know the answer or the contact asks for a human, the bot will immediately stop and notify a human.
Auto Followup Coming soon!
Toggle Appointment Options:
Cancel Allow bot to cancel the appointment.
Reschedule Allow bot to reschedule the appointment.
Save the Bot Goals.
Flow Based Builder
Navigate to bot Goals tab Click the Launch Flow Builder button.
You can tell you're in the AI Flow Builder (not the Automation Workflow builder) because it says "Back to Conversation aI" and "Test Bot" instead of "Workflow".
The default trigger is Chat Initiated. This trigger is the only way to start the flow.
AI Actions
Click the plus (+) to select an action. The available actions are the same as in the Workflow Builder but also with new AI Actions. Scroll to the AI Actions section.
AI Capture Information (AI Capture & Qualification)
Book Appointment
End Conversation
AI Splitter
AI Message
Custom Message
Transfer Bot
Continue Conversation
AI Action Capture Information (Qualify)
Describe the objective Input the prompt or instruction for this particular objective (max 500 chars). Example: "determine the name of the user".
Update contact field (optional) Select a contact field from the dropdown. Example: First Name.
Additional instructions Describe supporting directions for the objective. Example: "Let the user know we can't move forward if their budget is less than $5,000 but do not reveal that number. Just say 'We cannot move forward at {the number they said that was less than our threshold}."
Response example Specify an exact format. Example: "Specify USD currency: $#,###"
Skip objective if field is already filled outIf you used the Update Contact Field dropdown, and that field is already filled out in the Contact record, then this objective will be considered already met and will be skipped. Example: If Contact is coming from a Facebook form then name, email, etc will probably already be filled.
Maximum attempts An integer number. The bot will stop trying to fulfill the objective after X number of its own messages sent trying to fulfill it. Example: Max:2, Bot:What is your email address?,