Hold an AI-Led Conversation Inside a Workflow

The Conversation AI action asks a contact a question, lets an AI continue the chat, and then sends the contact down a path that matches what they said. It is useful for qualifying leads, collecting a missing detail, or checking interest before a human steps in.

How it behaves

The action sends your Question on the channel you pick, waits for a reply, and responds using the bot's training, your extra instructions and the chat history. The contact stays inside the action until a branch condition is matched, the Timeout passes, or the Bot responses limit is reached.

Key settings

• Advanced Bot Configuration: override the bot's Personality and Additional Instructions for this step only.
• Question: the opening message. Custom values are allowed.
• Timeout: how long to wait for a reply, in minutes, hours or days.
• Channel: one of SMS, Facebook, Instagram, WhatsApp or Live Chat per action.
• Skip if answered: bypass the step when a person already handled the question.
• Bot responses limit: the most AI messages this step may send before it falls to No Condition Met.
• Wait time in seconds: a pause so several quick messages are read together.

Branches

You define your own branches with conditions (for example "wants pricing" or "not interested"). Two built-in branches always exist and cannot be removed: Time Out and No Condition Met.

Set it up

1. Add the action from the + menu and name it clearly.
2. Write the question and choose the channel and timeout.
3. Add branches for each outcome that matters.
4. Click Save Action, then use Test Workflow before publishing.

Good to know: This step's response limit is separate from any message limits set on the bot itself, so check both when conversations end sooner than expected.