Skip to content
Workflows

Workflow Actions - Conversation AI

Use the Conversation AI Bot workflow action to ask a question, wait for a reply, branch on conditions, pick a channel, and leverage prompt context effectively.

2 min read561 words14 explained images
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. Key Benefits of Conversation AI Workflow Action
  2. How To Setup Conversation AI Workflow Action
  3. Frequently Asked Questions
  4. Related Articles

Use the Conversation AI Workflow Action to send AI-generated message, wait for the contact’s reply, and route the workflow using branches and conditions. This article shows how to use the Conversation AI Workflow Action in GHL Customer Care.

TABLE OF CONTENTS

What is the Conversation AI Workflow Action?

The Conversation AI Workflow Action sends a single AI-generated message to a contact, waits for a reply, and routes the workflow based on the contact’s response. It uses your bot’s prompt settings and training to craft the reply and supports branching for different outcomes.

Key Benefits of Conversation AI Workflow Action

  • Targeted outreach: Ask a specific question and wait for a direct reply from the contact.

  • Smart routing: Evaluate the contact’s response against branches and conditions to guide next steps.

  • Prompt-aware replies: Combine Personality, Additional Instructions, the Question, training data, and conversation history for context.

  • Channel choice: Send on a selected channel (SMS, Facebook, WhatsApp, Live Chat, Instagram).

How To Setup Conversation AI Workflow Action

Follow these steps to add the action to a workflow and configure it for consistent, predictable outcomes.

  1. Log in to your sub-account.

  2. Go to Automations > Workflows.

    Step 2 of 16: Go to Automations > Workflows What this shows Step 2 of 16: Go to Automations > Workflows. What this shows Shows where to go for step 2 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". This screenshot accompanies step 2 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you go to Automations > Workflows. For context, this section explains: Follow these steps to add the action to a workflow and configure it for consistent, predictable outcomes. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to create a new workflow or open an existing one. Step 2 of 16Path: Automations > WorkflowsImage 1 of 14 Where to goGo to Automations > Workflows.
    Fields in this part of the guide Configure Branches & Conditions:
    Buttons and menus referenced Automations > Workflowsnewworkflowopenexisting+ Add New TriggertriggerReply Channel+addActionConversation AI
    Next stepCreate a new workflow or open an existing one.
    All 14 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows. this image
    3. Create a new workflow or open an existing one.
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS).
    5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action.
    6. You can Toggle Advanced Bot Configuration to override the bot’s defaults:
    7. In Question, enter the message the bot should send. You can use custom values.
    8. Set Timeout (how long to wait for a reply) in minutes, hours, or days.
    9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat.
    10. Turn on Skip if answered to bypass this action when an answer is given manually.
    11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches).
    12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages).
    13. Configure Branches & Conditions:
    14. Click Save Action.
     

  3. Create a new workflow or open an existing one.

    Step 3 of 16: Create a new workflow or open an existing one What this shows Step 3 of 16: Create a new workflow or open an existing one. What this shows Shows what this covers for step 3 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". This screenshot accompanies step 3 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you create a new workflow or open an existing one. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). Step 3 of 16Path: Automations > WorkflowsImage 2 of 14 What this coversCreate a new workflow or open an existing one.
    Fields in this part of the guide Configure Branches & Conditions:
    Buttons and menus referenced newworkflowopenexistingAutomations > Workflows+ Add New TriggertriggerReply Channel+addActionConversation AI
    Next stepClick on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS).
    All 14 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows.
    3. Create a new workflow or open an existing one. this image
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS).
    5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action.
    6. You can Toggle Advanced Bot Configuration to override the bot’s defaults:
    7. In Question, enter the message the bot should send. You can use custom values.
    8. Set Timeout (how long to wait for a reply) in minutes, hours, or days.
    9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat.
    10. Turn on Skip if answered to bypass this action when an answer is given manually.
    11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches).
    12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages).
    13. Configure Branches & Conditions:
    14. Click Save Action.

  4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS).

    Step 4 of 16: Click on the + Add New Trigger button to add a trigger (e.g., Customer… What this shows Step 4 of 16: Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). What this shows Shows what to click for step 4 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". This animation accompanies step 4 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. Step 4 of 16Path: Automations > WorkflowsImage 3 of 14 What to clickClick on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS).
    Fields in this part of the guide Configure Branches & Conditions:
    Buttons and menus referenced + Add New TriggertriggerReply ChannelAutomations > Workflowsnewworkflowopenexisting+addActionConversation AI
    Next stepClick + to add an Action and search for Conversation AI. Select Conversation AI action and name the action.
    All 14 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows.
    3. Create a new workflow or open an existing one.
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). this image
    5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action.
    6. You can Toggle Advanced Bot Configuration to override the bot’s defaults:
    7. In Question, enter the message the bot should send. You can use custom values.
    8. Set Timeout (how long to wait for a reply) in minutes, hours, or days.
    9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat.
    10. Turn on Skip if answered to bypass this action when an answer is given manually.
    11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches).
    12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages).
    13. Configure Branches & Conditions:
    14. Click Save Action.

  5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action.

    Step 5 of 16: Click + to add an Action and search for Conversation AI. Select… What this shows Step 5 of 16: Click + to add an Action and search for Conversation AI. What this shows Shows what to choose for step 5 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". This animation accompanies step 5 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to you can Toggle Advanced Bot Configuration to override the bot’s defaults. Step 5 of 16Path: Automations > WorkflowsImage 4 of 14 What to chooseClick + to add an Action and search for Conversation AI. Select Conversation AI action and name the action.
    Fields in this part of the guide Configure Branches & Conditions:
    Buttons and menus referenced +addActionConversation AInameAutomations > Workflowsnewworkflowopenexisting+ Add New Triggertrigger
    Next stepYou can Toggle Advanced Bot Configuration to override the bot’s defaults:
    All 14 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows.
    3. Create a new workflow or open an existing one.
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS).
    5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. this image
    6. You can Toggle Advanced Bot Configuration to override the bot’s defaults:
    7. In Question, enter the message the bot should send. You can use custom values.
    8. Set Timeout (how long to wait for a reply) in minutes, hours, or days.
    9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat.
    10. Turn on Skip if answered to bypass this action when an answer is given manually.
    11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches).
    12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages).
    13. Configure Branches & Conditions:
    14. Click Save Action.

  6. You can Toggle Advanced Bot Configuration to override the bot’s defaults:

    • Personality — define tone.

    • Additional Instructions — goals/intents and guidance. If left off, the action uses the bot’s existing configuration.

      Step 2 of 2: Additional Instructions — goals/intents and guidance. If left off, the… What this shows Step 2 of 2: Additional Instructions — goals/intents and guidance. What this shows Shows what this covers for step 2 of 2 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". This screenshot accompanies step 2 of 2 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you additional Instructions — goals/intents and guidance. If left off, the action uses the bot’s existing configuration. This part of the guide covers 1 field, listed below. Step 2 of 2Image 5 of 14 What this coversAdditional Instructions — goals/intents and guidance. If left off, the action uses the bot’s existing configuration.
      Fields in this part of the guide Configure Branches & Conditions:
      Buttons and menus referenced Additional InstructionsAutomations > Workflowsnewworkflowopenexisting+ Add New TriggertriggerReply Channel+addAction
      All 2 steps in this procedure
      1. Personality — define tone.
      2. Additional Instructions — goals/intents and guidance. If left off, the action uses the bot’s existing configuration. this image

  7. In Question, enter the message the bot should send. You can use custom values.

    Step 7 of 16: In Question, enter the message the bot should send. You can use custom… What this shows Step 7 of 16: In Question, enter the message the bot should send. What this shows Shows what to fill in for step 7 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". This screenshot accompanies step 7 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you in Question, enter the message the bot should send. You can use custom values. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to set Timeout (how long to wait for a reply) in minutes, hours, or days. Step 7 of 16Path: Automations > WorkflowsImage 6 of 14 What to fill inIn Question, enter the message the bot should send. You can use custom values.
    Fields in this part of the guide Configure Branches & Conditions:
    Buttons and menus referenced Questioncustom valuesAutomations > Workflowsnewworkflowopenexisting+ Add New TriggertriggerReply Channel+add
    Next stepSet Timeout (how long to wait for a reply) in minutes, hours, or days.
    All 14 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows.
    3. Create a new workflow or open an existing one.
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS).
    5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action.
    6. You can Toggle Advanced Bot Configuration to override the bot’s defaults:
    7. In Question, enter the message the bot should send. You can use custom values. this image
    8. Set Timeout (how long to wait for a reply) in minutes, hours, or days.
    9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat.
    10. Turn on Skip if answered to bypass this action when an answer is given manually.
    11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches).
    12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages).
    13. Configure Branches & Conditions:
    14. Click Save Action.

  8. Set Timeout (how long to wait for a reply) in minutes, hours, or days.

    Step 8 of 16: Set Timeout (how long to wait for a reply) in minutes, hours, or days What this shows Step 8 of 16: Set Timeout (how long to wait for a reply) in minutes, hours, or days. What this shows Shows what this covers for step 8 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". This screenshot accompanies step 8 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you set Timeout (how long to wait for a reply) in minutes, hours, or days. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. Step 8 of 16Path: Automations > WorkflowsImage 7 of 14 What this coversSet Timeout (how long to wait for a reply) in minutes, hours, or days.
    Fields in this part of the guide Configure Branches & Conditions:
    Buttons and menus referenced TimeoutAutomations > Workflowsnewworkflowopenexisting+ Add New TriggertriggerReply Channel+addAction
    Next stepChoose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat.
    All 14 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows.
    3. Create a new workflow or open an existing one.
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS).
    5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action.
    6. You can Toggle Advanced Bot Configuration to override the bot’s defaults:
    7. In Question, enter the message the bot should send. You can use custom values.
    8. Set Timeout (how long to wait for a reply) in minutes, hours, or days. this image
    9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat.
    10. Turn on Skip if answered to bypass this action when an answer is given manually.
    11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches).
    12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages).
    13. Configure Branches & Conditions:
    14. Click Save Action.

  9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat.

    Step 9 of 16: Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp… What this shows Step 9 of 16: Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. What this shows Shows what to choose for step 9 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". This screenshot accompanies step 9 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to turn on Skip if answered to bypass this action when an answer is given manually. Step 9 of 16Path: Automations > WorkflowsImage 8 of 14 What to chooseChoose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat.
    Fields in this part of the guide Configure Branches & Conditions:
    Buttons and menus referenced ChannelAutomations > Workflowsnewworkflowopenexisting+ Add New TriggertriggerReply Channel+addAction
    Next stepTurn on Skip if answered to bypass this action when an answer is given manually.
    All 14 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows.
    3. Create a new workflow or open an existing one.
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS).
    5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action.
    6. You can Toggle Advanced Bot Configuration to override the bot’s defaults:
    7. In Question, enter the message the bot should send. You can use custom values.
    8. Set Timeout (how long to wait for a reply) in minutes, hours, or days.
    9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. this image
    10. Turn on Skip if answered to bypass this action when an answer is given manually.
    11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches).
    12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages).
    13. Configure Branches & Conditions:
    14. Click Save Action.

  10. Turn on Skip if answered to bypass this action when an answer is given manually.

    Step 10 of 16: Turn on Skip if answered to bypass this action when an answer is given… What this shows Step 10 of 16: Turn on Skip if answered to bypass this action when an answer is given manually. What this shows Shows what this covers for step 10 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". This screenshot accompanies step 10 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you turn on Skip if answered to bypass this action when an answer is given manually. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). Step 10 of 16Path: Automations > WorkflowsImage 9 of 14 What this coversTurn on Skip if answered to bypass this action when an answer is given manually.
    Fields in this part of the guide Configure Branches & Conditions:
    Buttons and menus referenced Skip if answeredAutomations > Workflowsnewworkflowopenexisting+ Add New TriggertriggerReply Channel+addAction
    Next stepSet Bot responses limit (max AI messages before routing to No Condition Met if nothing matches).
    All 14 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows.
    3. Create a new workflow or open an existing one.
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS).
    5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action.
    6. You can Toggle Advanced Bot Configuration to override the bot’s defaults:
    7. In Question, enter the message the bot should send. You can use custom values.
    8. Set Timeout (how long to wait for a reply) in minutes, hours, or days.
    9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat.
    10. Turn on Skip if answered to bypass this action when an answer is given manually. this image
    11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches).
    12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages).
    13. Configure Branches & Conditions:
    14. Click Save Action.

  11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches).

    Step 11 of 16: Set Bot responses limit (max AI messages before routing to No… What this shows Step 11 of 16: Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). What this shows Shows what this covers for step 11 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". This screenshot accompanies step 11 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to set Wait time in seconds (delay before the bot replies so it can collect incoming messages). Step 11 of 16Path: Automations > WorkflowsImage 10 of 14 What this coversSet Bot responses limit (max AI messages before routing to No Condition Met if nothing matches).
    Fields in this part of the guide Configure Branches & Conditions:
    Buttons and menus referenced Bot responses limitNo Condition MetAutomations > Workflowsnewworkflowopenexisting+ Add New TriggertriggerReply Channel+add
    Next stepSet Wait time in seconds (delay before the bot replies so it can collect incoming messages).
    All 14 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows.
    3. Create a new workflow or open an existing one.
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS).
    5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action.
    6. You can Toggle Advanced Bot Configuration to override the bot’s defaults:
    7. In Question, enter the message the bot should send. You can use custom values.
    8. Set Timeout (how long to wait for a reply) in minutes, hours, or days.
    9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat.
    10. Turn on Skip if answered to bypass this action when an answer is given manually.
    11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). this image
    12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages).
    13. Configure Branches & Conditions:
    14. Click Save Action.

  12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages).

    Step 12 of 16: Set Wait time in seconds (delay before the bot replies so it can… What this shows Step 12 of 16: Set Wait time in seconds (delay before the bot replies so it can collect incoming messages). What this shows Shows what this covers for step 12 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". This screenshot accompanies step 12 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you set Wait time in seconds (delay before the bot replies so it can collect incoming messages). The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to configure Branches & Conditions. Step 12 of 16Path: Automations > WorkflowsImage 11 of 14 What this coversSet Wait time in seconds (delay before the bot replies so it can collect incoming messages).
    Fields in this part of the guide Configure Branches & Conditions:
    Buttons and menus referenced Wait time in secondsAutomations > Workflowsnewworkflowopenexisting+ Add New TriggertriggerReply Channel+addAction
    Next stepConfigure Branches & Conditions:
    All 14 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows.
    3. Create a new workflow or open an existing one.
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS).
    5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action.
    6. You can Toggle Advanced Bot Configuration to override the bot’s defaults:
    7. In Question, enter the message the bot should send. You can use custom values.
    8. Set Timeout (how long to wait for a reply) in minutes, hours, or days.
    9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat.
    10. Turn on Skip if answered to bypass this action when an answer is given manually.
    11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches).
    12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages). this image
    13. Configure Branches & Conditions:
    14. Click Save Action.

  13. Configure Branches & Conditions:

    • Time Out and No Condition Met are always present and cannot be removed.

    • Add additional branches and define clear matching conditions.

      Step 2 of 2: Add additional branches and define clear matching conditions What this shows Step 2 of 2: Add additional branches and define clear matching conditions. What this shows Shows what this covers for step 2 of 2 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". This screenshot accompanies step 2 of 2 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you add additional branches and define clear matching conditions. This part of the guide covers 1 field, listed below. Step 2 of 2Image 12 of 14 What this coversAdd additional branches and define clear matching conditions.
      Fields in this part of the guide Configure Branches & Conditions:
      Buttons and menus referenced Automations > Workflowsnewworkflowopenexisting+ Add New TriggertriggerReply Channel+addActionConversation AI
      All 2 steps in this procedure
      1. Time Out and No Condition Met are always present and cannot be removed.
      2. Add additional branches and define clear matching conditions. this image

  14. Click Save Action.

    Step 14 of 16: Click Save Action What this shows Step 14 of 16: Click Save Action. What this shows Shows how to confirm for step 14 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". This screenshot accompanies step 14 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you click Save Action. For context, this section explains: Follow these steps to add the action to a workflow and configure it for consistent, predictable outcomes. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to use Test Workflow to validate before going live. (Optional but recommended). Step 14 of 16Path: Automations > WorkflowsImage 13 of 14 How to confirmClick Save Action.
    Fields in this part of the guide Configure Branches & Conditions:
    Buttons and menus referenced Save ActionAutomations > Workflowsnewworkflowopenexisting+ Add New TriggertriggerReply Channel+addAction
    Next stepUse Test Workflow to validate before going live. (Optional but recommended)
    All 14 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows.
    3. Create a new workflow or open an existing one.
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS).
    5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action.
    6. You can Toggle Advanced Bot Configuration to override the bot’s defaults:
    7. In Question, enter the message the bot should send. You can use custom values.
    8. Set Timeout (how long to wait for a reply) in minutes, hours, or days.
    9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat.
    10. Turn on Skip if answered to bypass this action when an answer is given manually.
    11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches).
    12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages).
    13. Configure Branches & Conditions:
    14. Click Save Action. this image

  15. Use Test Workflow to validate before going live. (Optional but recommended)

  16. Publish the workflow and Save.

    Step 16 of 16: Publish the workflow and Save What this shows Step 16 of 16: Publish the workflow and Save. What this shows Shows how to confirm for step 16 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". This screenshot accompanies step 16 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you publish the workflow and Save. For context, this section explains: Follow these steps to add the action to a workflow and configure it for consistent, predictable outcomes. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. Step 16 of 16Path: Automations > WorkflowsImage 14 of 14 How to confirmPublish the workflow and Save.
    Fields in this part of the guide Configure Branches & Conditions:
    Buttons and menus referenced PublishSaveAutomations > Workflowsnewworkflowopenexisting+ Add New TriggertriggerReply Channel+add
    All 14 steps in this procedure
    1. Log in to your sub-account.
    2. Go to Automations > Workflows.
    3. Create a new workflow or open an existing one.
    4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS).
    5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action.
    6. You can Toggle Advanced Bot Configuration to override the bot’s defaults:
    7. In Question, enter the message the bot should send. You can use custom values.
    8. Set Timeout (how long to wait for a reply) in minutes, hours, or days.
    9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat.
    10. Turn on Skip if answered to bypass this action when an answer is given manually.
    11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches).
    12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages).
    13. Configure Branches & Conditions:
    14. Click Save Action.

Frequently Asked Questions

Q: What happens if the contact doesn’t reply?

The workflow follows the Time Out branch.

Q: What if no condition matches the contact’s reply?
The workflow follows the No Condition Met branch.

Q: Can I add more branches?
Yes. Create additional branches and add conditions to match more outcomes.

Q: What information does the AI use to craft its message?
The AI uses Personality, Additional Instructions, the Question, Training, and Conversation history.

Q: Which channels are supported?
SMS, Facebook, WhatsApp, Live Chat, and Instagram can be selected.

Was this guide helpful?

Related guides

Workflow Action - Goal Event6 min read · 11 imagesWorkflow Action - Dare/Time Formatter2 min read · 3 imagesWorkflow Action - Number Formatter2 min read · 5 imagesConversation AI Post-Appointment Booking Actions1 min read · 4 images