The Conversation AI workflow action gives you a way to drop AI-driven conversation moments into any automation. The action sends one AI-generated message to the contact, waits for a reply, and then routes the workflow down whichever branch matches the response. This guide walks through how to wire it up.
What the Conversation AI Workflow Action Actually Does
At its core, the action does three things in sequence: it sends a single AI-generated message that draws on your bot's prompt and training, waits for the contact to reply, and then evaluates that reply against the branches and conditions you've set so the workflow can take the right next step. It's the bridge between automated logic and a real, contextual conversation.
Why Teams Use It
- Targeted outreach — Ask one specific question and listen for a direct answer instead of designing an open-ended conversation.
- Smart routing — The contact's reply is matched against your branch conditions, so each customer flows down a different path automatically.
- Prompt-aware messaging — Personality, additional instructions, the question you're asking, training data, and prior conversation history all feed into the AI's reply.
- Channel flexibility — Pick the channel that fits the moment: SMS, Facebook, WhatsApp, Live Chat, or Instagram.
How to Set Up the Conversation AI Workflow Action
Follow these steps to add the action and configure it for predictable, repeatable outcomes.
Step 1 — Open the Workflow Builder
Sign in to your sub-account and head to Automations → Workflows.
Step 2 — Create or Open a Workflow
Either spin up a new workflow or open the one you want to add the action to.
Step 3 — Add a Trigger
Click + Add New Trigger and pick the trigger that fits — Customer Replied is a common choice for conversation-style flows. If your trigger needs a Reply Channel (SMS, for example), set it now.
Step 4 — Drop In the Conversation AI Action
Click the + to add an action, search for Conversation AI, select it, and give the action a name you'll recognize later.
Step 5 — Optional: Override the Bot's Defaults
Toggle on Advanced Bot Configuration if you want this specific action to behave differently from your bot's default settings. You can override:
- Personality — Set the tone for this moment in the workflow.
- Additional Instructions — Add any extra context or behavioral guidance for this single action.
Step 6 — Write the Question
Enter the prompt the AI should pose to the contact. This is the question the bot will phrase and send.
Step 7 — Set the Wait Time
Configure how long the action waits before generating a reply. The wait period gives the contact time to send their full response (some people send messages in pieces) before the AI starts processing.
Step 8 — Configure Branches and Conditions
Branches determine where the workflow sends the contact based on what they replied:
- Time Out and No Condition Met are always there. You can't remove them — they catch every edge case.
- Add as many additional branches as you need, with clear conditions that map specific reply types to specific paths.
Step 9 — Save the Action
Click Save Action once everything's configured.
Step 10 — Test Before Going Live
Run the workflow through Test Workflow to confirm everything fires the way you expect. It's optional, but worth it — testing now beats debugging in production.
Step 11 — Publish and Save
Once the test looks good, publish the workflow and hit Save. The action goes live the moment the workflow is published.
Frequently Asked Questions
What happens if the contact never replies?
The workflow takes the Time Out branch — that's its purpose. Use Time Out to send a follow-up, hand off to a human, or end the flow gracefully.
What if the reply doesn't match any of my branch conditions?
The workflow falls through to the No Condition Met branch. Use it as a catch-all so contacts don't get stranded.
Can I add more than the default branches?
Yes. Add as many branches as the conversation needs and define matching conditions on each. The workflow evaluates them in order.
What does the AI use to compose its message?
It pulls from Personality, Additional Instructions, the Question you wrote, your bot's training data, and the conversation history with the contact.
Which channels does this action support?
SMS, Facebook, WhatsApp, Live Chat, and Instagram.
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