Answer questions, gather the details your team needs, and help customers book. Build an inbound conversation flow or configure an agent to follow up by SMS when a new lead comes in.
New builder, outbound and MCP capabilities are available through Labs. Channels and actions need configuration.
Business knowledge
Lead qualification
Appointment booking
Human handoff
A visitor may need an answer before they are ready to book. Give your agent the information, tools and routes to help at each stage.
Example setup: an appointment inquiry. The actual questions, actions and handoffs depend on your configuration.
Use approved business information to answer routine questions and identify what the visitor needs.
Collect the details needed to qualify the inquiry and choose the next conversation path.
Use a configured calendar to help book an appointment, or route the conversation to another specialist agent.
Define a handoff for requests that need a person, including questions outside the agent’s scope.
Prompt-based outbound agents can start SMS conversations from a CRM event or an audience you select. Set the purpose, sending hours and follow-up rules before activating outreach.
01 / Triggered SMS
Start a conversation after a form submission, missed call, appointment event or selected opportunity change. Use an AI-generated opening guided by your instructions, or write a fixed opening message.
Each qualifying trigger can start separate outreach. Review overlapping triggers and sending windows during setup.
02 / AI Campaigns
Choose contacts, a Smart List or a predefined segment for a reactivation campaign. Send at once, schedule a start, or work through the audience in timed batches. Assign the agent to continue when people reply.
Campaign scheduling controls the first message. Later follow-ups use the agent’s separate settings.
Outbound requires an eligible SMS number, messaging compliance confirmation and activation. Use an appropriate, consented audience and respect opt-outs. AI usage and communication charges can apply.
Describe your booking, lead-capture or support agent. Build with AI drafts its setup, asks for missing details, and lets you refine the instructions through chat.
The inbound Flow Builder connects agents with their own instructions and tools. Add routes, waits and transfers so the conversation can move between tasks.
Supported prompt-based agents can match replies to dropdown, checkbox and radio options. The Contact Info action fills empty fields; it does not overwrite details already saved.
Give a supported inbound prompt-based agent access to selected MCP tools for tasks such as checking a calendar or retrieving information from another app. Connections and permissions determine what it can do.
Configure what happens when a contact goes quiet, is busy or asks to hear from you later. Choose active hours and a contact or business timezone for follow-ups.
Use supported buttons, lists, images and files to help customers choose a service or open a useful resource. Rich Elements varies by channel; unsupported channels receive plain text.
Choose when the agent should hand over. In an inbound flow, a Global AI Agent can handle requests that may arise anywhere, such as asking to speak with a person.
Preview outbound messages without sending them, review conversation activity, and use Agent Health to prepare prompt improvements for your approval.
A clear purpose makes it easier to choose the right knowledge, test the response and know when a person should take over.
Start with one inquiry type. Add the business information the agent should use and define what belongs with your team.
Set the calendar, connected tools, working hours and handoff rules. For outbound SMS, configure the sender, audience and activation separately.
Check common questions, unclear requests, booking and handoff paths. Outbound message previews are simulated; action tools in other tests may still change real account data.
Turn on the intended mode, review early conversations, and adjust the setup as you learn what customers ask.
Conversation AI can answer customer messages using your business knowledge, collect lead details, book appointments through configured calendars, and hand conversations to your team. Prompt-based outbound agents can also start SMS conversations after selected CRM events or through an AI Campaign. You choose its channels, instructions, actions and availability.
Yes. Build with AI can draft instructions and supported settings from your description or a template. You can refine the setup through chat, review its channels and actions, and test the result. Saving the agent does not automatically activate it; outbound messaging also requires separate activation.
The new Conversation AI Flow Builder is designed for inbound conversations. It connects specialized agents, routing, waits and handoffs on a visual canvas. Use a supported prompt-based agent for outbound opening messages and AI Campaigns.
Native outbound triggers and AI Campaigns currently start conversations through SMS. Set an eligible sending number, complete the messaging requirements, and activate outbound before use. Subsequent follow-ups have their own supported channels, timing and settings. Consent, opt-outs and applicable sending rules still apply.
Yes. MCP connections let supported prompt-based agents use selected tools from connected apps or a compatible custom server. For prompt-based agents, MCP requires inbound Auto-Pilot mode and is not supported in Suggestive mode. Available tools also depend on the builder, selected connections and permissions.
Rich Elements lets supported prompt-based agents send interactive replies on WhatsApp, Facebook Messenger, Instagram mobile and Live Chat. Available buttons, lists, images, files and formatting vary by channel. Unsupported channels use plain text. Choose the allowed elements and test the experience on the channels your customers use.
Choose selected contacts, a Smart List or a predefined segment, then send immediately, schedule a start, or use drip batches with sending days and hours. These settings control the initial outreach. Configure later follow-ups separately on the agent, including active hours and the contact or business timezone.
No. Agent Health can review recent calls or chats and prepare tested prompt improvements through Self Healing. You review the recommendation and prompt changes before applying them to the live agent. Monitoring uses a sample of conversations and does not guarantee future results.
Conversation AI is usage-based, with eligible usage covered by the AI Employee add-on according to its plan allowance and fair-use terms. SMS and other communication charges can also apply. The AI Features page explains the current AI Employee coverage and usage rules.
Review AI Employee coverage and usage before choosing your setup.
Choose an inquiry to handle, set the handoff to your team, and test the experience before activating it.
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