*** Please be aware that additional charges apply when using Conversation AI. You can find more details in our Additional Charges guide. ***
Conversation AI allows you to create an AI Agent that can respond to messages, answer customer questions and help manage conversations with your audience.
You can customise how your AI Agent responds, what it can help with and when it should take action, giving you more flexibility when managing customer conversations.
In this guide, we'll walk through how to create your Conversation AI Agent, configure its settings and get it ready to interact with your customers.
Step 1: Open Conversation AI
Log in to your FEA Create dashboard.
Head to AI Agents > Conversation AI.
Click Agent List.
Select the option to create a new AI Agent.
You'll be able to choose how you'd like to build your Conversation AI Agent.
Step 2: Choose Your Setup Method
There are two ways to build your Conversation AI Agent.
Prompt Based Bot
The Prompt Based Bot allows you to create your AI Agent using written instructions.
You can describe what you'd like your AI Agent to do, how it should communicate with customers and what its main responsibilities should be.
This is a good option if you'd like to give your AI Agent instructions in your own words rather than building individual conversation steps.
When writing your prompt, consider including:
Your business name and what you offer.
The role of your AI Agent.
The types of questions it should answer.
How you'd like it to communicate with customers.
Any important instructions or boundaries it should follow.
When it should direct a customer to a team member.
Be as clear and specific as possible so your AI Agent understands what you expect from it.
Flow Based Builder
The Flow Based Builder allows you to create structured conversations using individual steps and actions.
You can build conversation paths that guide customers through different questions and responses depending on what they say or select.
This is particularly useful if you'd like more control over how conversations progress.
You can create different paths for different enquiries, helping guide customers towards the information or next step they're looking for.
Choose the setup method that best suits the type of conversations you'd like your AI Agent to handle.
Step 3: Configure Your Bot Settings
Once you've created your AI Agent, you can customise its settings to control how it interacts with customers.
Depending on the options available in your account, these may include:
Communication Channels
Choose where your AI Agent should respond to incoming conversations.
Working Hours
Configure when your AI Agent should be available to respond to customers.
Response Delays
Set how long your AI Agent should wait before responding. This can help make conversations feel more natural.
Take a moment to review the available settings and adjust them to suit your business.
Step 4: Configure Your Bot Goals
Bot Goals allow you to define what you'd like your AI Agent to achieve during conversations.
Depending on your requirements, this can include:
Collecting customer contact information.
Helping customers book appointments.
Triggering workflows.
Directing customers towards a particular action.
Think about the main purpose of your AI Agent and which actions you'd like it to take when speaking with customers.
Step 5: Choose Your Response Mode
Conversation AI offers different response modes, allowing you to control how much involvement your AI Agent has in managing conversations.
The available modes are:
Off
The AI Agent won't automatically respond to conversations.
Suggestive
The AI Agent suggests responses for you or your team to review before sending.
Auto-Pilot
The AI Agent automatically responds to incoming conversations based on its configuration and instructions.
If you're new to Conversation AI, it's a good idea to test your agent using Suggestive mode before switching to Auto-Pilot.
This gives you an opportunity to review its responses and make adjustments before allowing it to respond automatically.
Step 6: Train Your Conversation AI Agent
To help your AI Agent provide useful and accurate responses, you'll need to give it information about your business.
You can do this by creating and connecting a Knowledge Base containing information about your products, services, policies and frequently asked questions.
For a step-by-step walkthrough, see our separate guide:
This covers adding website content, FAQs, documents, Rich Text, tables and supported Google Drive sources.
Step 7: Test Your Conversation AI Agent
Before allowing your AI Agent to manage customer conversations, take some time to test it.
Try asking questions that your customers are likely to ask, including:
Questions about your products or services.
Questions about pricing.
Questions about appointments.
Questions about your policies.
Questions that require the AI Agent to direct the customer to someone on your team.
Check that the responses are accurate, helpful and aligned with the instructions you've provided.
If something isn't quite right, revisit your prompt, settings or Knowledge Base and make any necessary changes.
Advanced Settings
You may also have access to additional configuration options within your Conversation AI settings.
It's worth reviewing these to make sure your AI Agent behaves in the way you'd like and that its responses and actions are appropriate for your business.
Additional Charges
Some Conversation AI features and usage may incur additional charges.
For more information about usage costs and how these are calculated, please see our guide:
You're Ready to Get Started!
Once you've configured and tested your Conversation AI Agent, you're ready to start using it to help manage customer conversations.
Remember to review its responses regularly and keep its instructions and Knowledge Base up to date as your business changes.
Have fun exploring what Conversation AI can do for your business! ✨