Conversation AI is the engine behind automated customer chats inside Captivation Hub. It's built to handle layered questions, hold its train of thought across multiple replies, and answer with a level of accuracy that doesn't drop off after the first message — all on the channels your contacts are already messaging you on. The sections below cover what the bot can do, where it works, and how to get it ready to talk to real customers.
Heads up: Want to know which earlier messages the bot pulled into context before answering? Open the Response Info panel — it surfaces the conversation history the AI considered, which makes auditing replies a lot easier.
Step 1 — Pick a Mode for the Bot
Each sub-account can run Conversation AI in one of three modes:
- OFF — Live conversations don't get any AI involvement, but you still have full access to Bot Trial and the training tools so you can shape the bot before turning it loose.
- Suggestive — Replies show up inside the message composer as drafts. Your team can fire them off as-is or tweak the wording before sending.
- Auto-Pilot — Hands-free. The bot answers contacts on your behalf the moment a message lands.
Form Bots: Built-In Conversational Polish
If you're using a Guided Form bot, you'll get these quality-of-life improvements without any extra setup:
- Question phrasing rotates so the bot doesn't feel repetitive.
- Tone adapts to what the contact has said earlier in the thread.
- Off-topic answers get redirected gently rather than blocking the flow.
One nice touch: if you've renamed the standard CRM objects in your account — say Contacts is now Clients, or Opportunities is now Deals — the bot mirrors those custom names in its UI, so what your team sees lines up with the rest of Captivation Hub.
About the Initial Message (Form Bots only): When you've configured an Initial Message, the bot opens with that as a standalone greeting and waits for the contact's reply before the Guided Form starts. Skip the Initial Message and the form launches the moment the contact sends their first message.
Step 2 — Choose Where the Bot Talks
Conversation AI is currently available across these channels:
- SMS
- Facebook Messenger
- Web Chat (SMS Chat)
- Live Chat
To turn channels on or off, navigate to Settings → Conversation AI and use the Supported Channels dropdown to pick the ones you want covered.
Step 3 — Train the Bot
Bot training lives in the Bot Training tab inside Conversation AI settings. You've got two options for feeding it information:
- Point it at web URLs or public links and let it crawl your existing content.
- Add Question and Answer pairs by hand for the responses you want it to nail every time.
Training itself doesn't cost anything — train as much or as often as you want.
Step 4 — Set the Bot's Intent
Two intents are available, and which one you choose shapes how the bot behaves with contacts:
- General Support / Q&A — The bot pulls from your training material to answer whatever the contact asks.
- Appointment Booking — The bot runs through a customizable set of questions and books a slot on the calendar at the end.
One thing worth knowing: if a contact already has an active or confirmed appointment, the bot temporarily switches to General Support for that contact. Once the appointment is completed or cancelled, it reverts to whatever intent you've set.
Step 5 — Try It Out in Bot Trial
Before you let the bot loose, head over to the Bot Trial tab in your Conversation AI settings. Pick the intent you want to test, and the bot will respond to you exactly the way it would respond to a real contact — no charges, no live conversations affected.
While you're testing, the thumbs-up and thumbs-down icons under each response are the fastest way to flag good and bad answers. Down-votes can be turned into FAQs that retrain the bot directly.
Step 6 — Drop the Bot Into Workflows
The Conversation AI workflow action lets you pull bot intelligence into automations. Inside a workflow, you can:
- Write a fully custom prompt for that specific moment in the journey.
- Branch contacts down different paths based on how they answer.
- Ask targeted questions and use the responses to drive workflow logic.
Frequently Asked Questions
Is there a way to cap how long the bot keeps replying before a human takes over?
Yes — Advanced Settings has a maximum message count you can configure. Once the bot hits that number, it either stops responding or hands the thread off to a teammate.
Can I run the bot on one channel but skip the others?
Absolutely. Captivation Hub gives you channel-by-channel control, either inside each channel's settings or from the multi-bot view if you're juggling more than one bot.
How do I get the AI chatbot onto my website?
Build your Conversation AI bot, make sure Web Chat is listed under Supported Channels, then install the chat widget on your Captivation Hub funnel or site. The AI piece comes along for the ride automatically.
What happens if I rename "Contacts" or "Opportunities" — does the bot still know what to call them?
It does. Update the names in Settings → Objects at the sub-account level and the bot picks up the change everywhere it surfaces those labels.
For Form Bots, does the Initial Message kick off the form right away?
Only when there isn't an Initial Message set. If one is configured, the bot delivers it as a standalone greeting and starts the form on the contact's next message.
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