Skip to content
AI Employee

Conversations AI Bots can now Respond to Images

Enable bots to understand customer images across chat, social, and SMS/MMS. Faster resolutions, multi-image support, and channel compatibility in GHL Customer Care.

4 min read878 words4 explained imagesUpdated Mon, 1 Jun at 11:12 AM
View as markdownOpen in ClaudeOpen in ChatGPT
Each image has a one line explanation. Switch to full detail for the step it belongs to, the fields and buttons involved, examples and the whole procedure.
On this page
  1. What is Conversations AI Image Response?
  2. Key Benefits of Conversations AI Image Response
  3. Supported Image Types
  4. Channel Compatibility
  5. Multi-Image Support
  6. How To Setup Conversations AI Image Response
  7. Frequently Asked Questions
  8. Related Articles

Video 1 Open in a new tab

Conversation AI Image Response allows supported Conversation AI bots to analyze customer-shared images and reply with context-aware messages. When enabled, the bot can use visual context from supported image files across supported channels such as Live Chat, Facebook Messenger, Instagram DMs, WhatsApp, and SMS/MMS.

TABLE OF CONTENTS

What is Conversations AI Image Response?

Conversation AI Image Response enables supported GHL Customer Care bots to interpret customer-shared images, such as product photos, screenshots, receipts, menus, or issue photos, and respond with context-aware messages. When a contact sends a supported image, the bot analyzes the visual content and uses that context to craft a helpful reply within the ongoing conversation.

This feature is supported when the bot is operating in Autopilot Mode. If the bot is configured in Suggestive Mode, enabling image response will not activate image processing.

Key Benefits of Conversations AI Image Response

The benefits below focus on tangible outcomes you can expect after enabling image responses—quicker resolutions, clearer conversations, and consistent experiences across channels.

  • Visual problem-solving: Analyze screenshots, receipts, menus, and product photos to provide precise, relevant guidance.

  • Stronger outcomes across visual use cases: Provide more helpful assistance for support tickets, appointment intake/prep, product questions, and document sharing/verification.

  • Faster resolution: Reduce follow-up questions about “what’s on screen,” shortening handle time and improving customer satisfaction.

  • Omni-channel consistency: Maintain the same helpful experience on Live Chat, Facebook Messenger, Instagram DMs, WhatsApp, and SMS/MMS (U.S. & Canada).

  • Multi-image context: Process multiple images sent together and respond coherently in a single message.

  • Operational efficiency: Deflect routine inquiries and empower teams to focus on escalations and high-value tasks.

Supported Image Types

File format support determines whether images can be analyzed reliably. For the smoothest experience, use commonly supported image formats.

Supported for Conversation AI image response:

  • JPG (.jpg)
  • JPEG (.jpeg)
  • PNG (.png)
Note: HEIC files may be supported as Live Chat attachments, but HEIC support for Conversation AI image response may be limited. If the bot does not respond correctly to a HEIC image, ask the contact to resend the image as JPG, JPEG, or PNG.

Channel Compatibility

Channel support depends on the channels connected to the bot and whether those channels support receiving image messages.

Conversation AI Image Response can be used with supported images received through:

  • Live Chat
  • Facebook Messenger
  • Instagram Direct Messages
  • WhatsApp
  • SMS/MMS, where MMS is supported
Note: Delivery, file size, and preview behavior can vary by channel, carrier, region, and file type. For example, JPG and PNG files may show inline previews in Live Chat, while HEIC files may appear as downloadable files instead of inline previews.

Multi-Image Support

Customers often share multiple pictures to explain a situation. Handling several images at once keeps conversations concise and avoids fragmented replies.

When multiple images are sent together, the bot analyzes them as a group and provides a single, coherent response that references relevant visual details, reducing message clutter and improving clarity.

How To Setup Conversations AI Image Response

Proper setup ensures your bot can analyze supported images and respond in the same conversation thread.

  1. From your sub-account, go to AI Agents → Conversation AI → Agent List.
    Step 1 of 7: From your sub-account, go to AI Agents → Conversation AI → Agent List What this shows Step 1 of 7: From your sub-account, go to AI Agents → Conversation AI → Agent List. What this shows Shows what this covers for step 1 of 7 in the "How To Setup Conversations AI Image Response" section of "Conversations AI Bots can now Respond to Images". This screenshot accompanies step 1 of 7 in the "How To Setup Conversations AI Image Response" section of "Conversations AI Bots can now Respond to Images". At this point in the walkthrough you from your sub-account, go to AI Agents → Conversation AI → Agent List. The next step is to click the three-dot menu next to the bot you want to configure, then select Edit. Step 1 of 7Image 1 of 4 What this coversFrom your sub-account, go to AI Agents → Conversation AI → Agent List.
    Buttons and menus referenced AI Agents → Conversation AI → Agent ListEditImages
    Next stepClick the three-dot menu next to the bot you want to configure, then select Edit.
    All 7 steps in this procedure
    1. From your sub-account, go to AI Agents → Conversation AI → Agent List. this image
    2. Click the three-dot menu next to the bot you want to configure, then select Edit.
    3. Make sure the bot is configured to operate in Autopilot Mode. Image response is not supported in Suggestive Mode
    4. Go to Bot Settings → Also allow this bot to respond to.
    5. Enable Images.
    6. Save your changes.
    7. Test the bot from a connected channel by sending a supported image file, such as JPG, JPEG, or PNG. Confirm the bot’s reply references the image context.
  2. Click the three-dot menu next to the bot you want to configure, then select Edit.
    Step 2 of 7: Click the three-dot menu next to the bot you want to configure, then… What this shows Step 2 of 7: Click the three-dot menu next to the bot you want to configure, then select Edit. What this shows Shows what to choose for step 2 of 7 in the "How To Setup Conversations AI Image Response" section of "Conversations AI Bots can now Respond to Images". This screenshot accompanies step 2 of 7 in the "How To Setup Conversations AI Image Response" section of "Conversations AI Bots can now Respond to Images". At this point in the walkthrough you click the three-dot menu next to the bot you want to configure, then select Edit. The next step is to make sure the bot is configured to operate in Autopilot Mode. Image response is not supported in Suggestive Mode. Step 2 of 7Image 2 of 4 What to chooseClick the three-dot menu next to the bot you want to configure, then select Edit.
    Buttons and menus referenced EditAI Agents → Conversation AI → Agent ListImages
    Next stepMake sure the bot is configured to operate in Autopilot Mode. Image response is not supported in Suggestive Mode
    All 7 steps in this procedure
    1. From your sub-account, go to AI Agents → Conversation AI → Agent List.
    2. Click the three-dot menu next to the bot you want to configure, then select Edit. this image
    3. Make sure the bot is configured to operate in Autopilot Mode. Image response is not supported in Suggestive Mode
    4. Go to Bot Settings → Also allow this bot to respond to.
    5. Enable Images.
    6. Save your changes.
    7. Test the bot from a connected channel by sending a supported image file, such as JPG, JPEG, or PNG. Confirm the bot’s reply references the image context.

  3. Make sure the bot is configured to operate in Autopilot Mode. Image response is not supported in Suggestive Mode

    Step 3 of 7: Make sure the bot is configured to operate in Autopilot Mode. Image… What this shows Step 3 of 7: Make sure the bot is configured to operate in Autopilot Mode. What this shows Shows what this covers for step 3 of 7 in the "How To Setup Conversations AI Image Response" section of "Conversations AI Bots can now Respond to Images". This screenshot accompanies step 3 of 7 in the "How To Setup Conversations AI Image Response" section of "Conversations AI Bots can now Respond to Images". At this point in the walkthrough you make sure the bot is configured to operate in Autopilot Mode. Image response is not supported in Suggestive Mode. The next step is to go to Bot Settings → Also allow this bot to respond to. Step 3 of 7Image 3 of 4 What this coversMake sure the bot is configured to operate in Autopilot Mode. Image response is not supported in Suggestive Mode
    Buttons and menus referenced AI Agents → Conversation AI → Agent ListEditImages
    Next stepGo to Bot Settings → Also allow this bot to respond to.
    All 7 steps in this procedure
    1. From your sub-account, go to AI Agents → Conversation AI → Agent List.
    2. Click the three-dot menu next to the bot you want to configure, then select Edit.
    3. Make sure the bot is configured to operate in Autopilot Mode. Image response is not supported in Suggestive Mode this image
    4. Go to Bot Settings → Also allow this bot to respond to.
    5. Enable Images.
    6. Save your changes.
    7. Test the bot from a connected channel by sending a supported image file, such as JPG, JPEG, or PNG. Confirm the bot’s reply references the image context.

  4. Go to Bot Settings → Also allow this bot to respond to.

  5. Enable Images.
  6. Save your changes.
  7. Test the bot from a connected channel by sending a supported image file, such as JPG, JPEG, or PNG. Confirm the bot’s reply references the image context.
    Step 7 of 7: Test the bot from a connected channel by sending a supported image… What this shows Step 7 of 7: Test the bot from a connected channel by sending a supported image file, such as JPG, JPEG, or PNG. What this shows Shows how to confirm for step 7 of 7 in the "How To Setup Conversations AI Image Response" section of "Conversations AI Bots can now Respond to Images". This screenshot accompanies step 7 of 7 in the "How To Setup Conversations AI Image Response" section of "Conversations AI Bots can now Respond to Images". At this point in the walkthrough you test the bot from a connected channel by sending a supported image file, such as JPG, JPEG, or PNG. Confirm the bot’s reply references the image context. Step 7 of 7Image 4 of 4 How to confirmTest the bot from a connected channel by sending a supported image file, such as JPG, JPEG, or PNG. Confirm the bot’s reply references the image context.
    Buttons and menus referenced AI Agents → Conversation AI → Agent ListEditImages
    All 7 steps in this procedure
    1. From your sub-account, go to AI Agents → Conversation AI → Agent List.
    2. Click the three-dot menu next to the bot you want to configure, then select Edit.
    3. Make sure the bot is configured to operate in Autopilot Mode. Image response is not supported in Suggestive Mode
    4. Go to Bot Settings → Also allow this bot to respond to.
    5. Enable Images.
    6. Save your changes.
    7. Test the bot from a connected channel by sending a supported image file, such as JPG, JPEG, or PNG. Confirm the bot’s reply references the image context. this image

Frequently Asked Questions

Q: Is there an extra fee to use Image Response?
No Labs add-on is required. Standard messaging rates and any applicable AI usage/pricing in your account apply. For details, see GHL Customer Care Pricing and Conversations AI plan documentation.

Q: What image size is supported?
Limits vary by channel and carrier. For best results, use JPG/PNG within the channel’s recommended maximum. See Media Library Specs & Formats and your channel’s media guidelines.

Q: Will images sent during workflow-initiated conversations be analyzed?
If the workflow routes the conversation to a bot with Images enabled, incoming supported images will be analyzed and responded to in the same thread.

Q: Can I enable Image Response on some channels but not others?
The Images setting is configured per bot and applies to the channels that bot handles. To vary behavior by channel, route conversations to different bots or use separate bots per channel.

Q: Does this handle HEIC from iPhone?
HEIC support is coming soon. Until then, ask users to resend as JPG/PNG or enable device settings that capture photos in a compatible format.

Q: Why did the bot’s response feel generic for a photo?
Low image quality, heavy compression, or missing context can reduce accuracy. Ask for a clearer image and a short note (e.g., “problem area on the hinge”).

Frequently asked questions

What is Conversations AI Image Response?
Conversation AI Image Response enables supported GHL Customer Care bots to interpret customer-shared images, such as product photos, screenshots, receipts, menus, or issue photos, and respond with context-aware messages. When a contact sends a supported image, the bot analyzes the visual content and uses that context to craft a helpful reply within the ongoing conversation. This feature is supported when the bot is operating in Autopilot Mode . If the bot is configured in Suggestive Mode , enabling image response will not activate image processing.

Was this guide helpful?

Related guides

Bot Status for Individual Contacts4 min read · 6 imagesGuided Form Based Setup for Conversation AI5 min read · 12 imagesConversation AI Agents Dashboard5 min read · 5 imagesConversation AI- Bot Snapshots4 min read · 3 images