Conversations AI
Conversations AI adds AI receptionist functionality to your Conversations platform. The AI assistant can handle incoming communications across multiple channels when you or your team are unavailable.
What Conversations AI Unlocks
Conversations AI gives you access to three powerful AI components:
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AI Receptionist - Automated assistant that handles calls, messages, and web chat across all channels. See AI Workforce Overview for setup and capabilities.
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AI Capabilities - Custom behaviors and actions the AI can perform, like booking appointments or checking inventory. Learn more in AI Capabilities.
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Knowledge Base - Business information and content the AI references to provide accurate answers. Configure sources in Knowledge Base.
Together, these components create an intelligent receptionist that knows your business and can take meaningful action on your behalf.
Related Guides
- AI Website Knowledge Training - Train your AI on website content and business information
- Customizing Your Chatbot Behavior - Configure AI personality and response style
- Set up Conversations for web chat - Set up intelligent web chat for your website
AI Receptionist Capabilities
The AI assistant functions as an automated receptionist with these capabilities:
Voice Call Handling (Premium only)
- Answers incoming phone calls automatically
- Collects caller information (name, phone number, reason for call)
- Books appointments using connected calendar systems
- Provides business information (hours, location, services)
- Transfers calls to human staff when requested
Message Response Automation
- Responds to SMS messages with relevant business information
- Handles WhatsApp conversations in multiple languages
- Replies to Facebook and Instagram direct messages
- Processes web chat interactions on your website
- Manages email inquiries through the unified Conversations interface
Lead Information Collection
- Captures contact details from all communication channels
- Records inquiry context and lead source
- Creates CRM entries automatically
- Tags conversations for follow-up priority
- Logs interaction history for team reference
Custom Business Actions
- Connect to external APIs through Custom Capabilities
- Check appointment availability in booking systems
- Verify inventory or service availability
- Process simple requests without human intervention
- Execute custom workflows based on inquiry type
Knowledge Base Integration
- Access business profile information (hours, location, services)
- Reference uploaded documents and FAQ content
- Provide accurate answers based on business-specific training
- Direct complex inquiries to appropriate staff
- Maintain conversation context across interactions
Product Editions
| Feature | Standard | Pro | Premium |
|---|---|---|---|
| AI Web Chat | ✔ | ✔ | ✔ |
| WhatsApp/Facebook/Instagram AI | ✔ | ✔ | ✔ |
| Custom Capabilities | ✔ | ✔ | ✔ |
| SMS Messaging (US/Canada only) | - | ✔ | ✔ |
| Missed Call Text-Back | - | ✔ | ✔ |
| Voice Call Handling | - | - | ✔ |
| Voice Appointment Booking | - | - | ✔ |
Geographic Availability
- Standard: Available globally
- Pro/Premium: SMS and voice features limited to US and Canada
- International: Use Standard edition with web chat, WhatsApp, Facebook, Instagram
Configuration Requirements
Basic Setup
- Business App account with Conversations enabled
- Business profile completed (name, address, hours, services)
- At least one communication channel activated (web chat, SMS, etc.)
AI Assistant Training
- Upload business knowledge documents
- Configure FAQ responses
- Set business hours and availability
- Define service offerings and pricing (if applicable)
Channel-Specific Setup
- SMS: Automatic number assignment (US/Canada)
- Voice: Phone number forwarding setup (Premium)
- Web Chat: Installation code for website
- Social Media: Connect Facebook/Instagram business accounts
- WhatsApp: WhatsApp Business account connection
Integration Setup
CRM Integration
- Contacts automatically created from conversations
- Lead source tracking for each interaction
- Conversation history attached to contact records
- Team assignment and follow-up task creation
Calendar Integration
- Connect booking systems for appointment scheduling
- Real-time availability checking
- Automatic appointment confirmation
- Sync with team calendars for availability
Custom Capabilities
- API endpoint configuration for external systems
- Custom prompt creation for specific business processes
- Testing and validation of custom actions
- Error handling for failed API connections
Frequently Asked Questions
Which Conversations AI edition should I choose?
- Choose Standard if WhatsApp, Facebook, Instagram and web chat are your main channels
- Go with Pro if you need SMS support (US/Canada only)
- Upgrade to Premium if you handle voice calls and want full AI receptionist functionality
What countries can use SMS messaging?
Currently, businesses located in United States and Canada can use SMS messaging. International businesses can use web chat, email, Facebook, or Instagram chat.
How is my business assigned an SMS number?
When activating Conversations AI Pro, you automatically receive an SMS number. The system first attempts to assign a local number based on your business address. If unavailable, a neighboring area number is assigned. View your assigned number at Settings > Conversations Settings > Your SMS number.
Can I get an 800-number instead?
If no local numbers are available, contact support for assistance with 800-number assignment.
How much does the AI assistant know about my business?
The AI assistant accesses your business profile information (location, hours, services) and can be trained with additional knowledge including FAQs, pricing details, service descriptions, and appointment booking instructions for accurate, personalized responses.
How will I know if I received a message?
New messages appear live in Business App without page refreshing. You can receive instant email notifications for new messages or daily digest emails.
What websites support web chat?
Web chat installs on any website where custom code can be added to the <head> element. A WordPress plugin is provided for easy WordPress installation.
Can AI respond to social media post comments?
No, AI only responds to direct messages between customers and your business page, not public post comments.
Can I connect personal social accounts?
No, you need an Instagram Business account or Facebook Business Page for AI integration.
What about spam messages?
Currently, there's no spam blocking feature. If you experience unusually high spam, contact support for number reassignment.
Setup Process
- Product Activation: Enable Conversations AI edition
- Business Profile: Complete all business information fields
- AI Training: Upload knowledge documents and configure responses
- Channel Setup: Connect required communication channels
- Integration Testing: Verify AI responses and human handoff
- Team Training: Ensure staff understand AI handoff procedures
- Monitoring: Review conversation logs and adjust AI responses
Management & Maintenance
Ongoing Training
- Review AI conversation logs weekly
- Update knowledge base when services change
- Add new FAQ responses based on common questions
- Refine Custom Capabilities based on usage patterns
Performance Monitoring
- Track response accuracy across channels
- Monitor lead capture and conversion rates
- Review missed call recovery effectiveness
- Analyze team handoff success rates
Troubleshooting
- AI not responding: Check knowledge base completeness
- Missed appointments: Verify calendar integration settings
- Poor call quality: Review voice settings and network connection
- Integration failures: Test API connections and credentials
Conversations AI requires regular maintenance and training to function effectively as your AI receptionist.