Conversational AI
AI that replies in the inbox and over SMS/web chat.
Overview
An AI agent that can auto-respond in the unified inbox and web chat, answer FAQs, qualify leads, book appointments, and hand off to humans. Configurable with a knowledge base, persona, and guardrails.
What it's for
Provide instant, on-brand responses 24/7 and route or book when a human isn't needed.
Capabilities
Inbox auto-reply
AI drafts or auto-sends replies in SMS/email/web chat threads.
Knowledge base
Upload docs/FAQs the AI grounds its answers in.
Persona & guardrails
Set tone, allowed topics, and escalation rules.
Lead qualification
Ask qualifying questions and tag/route accordingly.
Appointment booking
AI can check availability and book into a calendar.
Human handoff
Escalate to a human or queue when confidence is low.
Use cases
After-hours support
AI handles inbound DMs/SMS after hours, answers from the KB, and books or queues for the morning.
Lead qualification
AI asks 3 qualifying questions, tags the lead hot/warm/cold, and books a call for hot leads.
AI prompt patterns
Copyable templates for prompting an AI agent about this feature.
Define the persona, knowledge sources, guardrails, allowed actions (book/qualify/handoff), and escalation rules for a [industry] AI agent.List the documents/FAQs to upload so a [industry] AI agent can answer the top 20 inbound questions accurately.Integrations & connections
- Operates inside the Unified Inbox and web chat
- Books into Calendars
- Tags and routes via Workflows
Gotchas & limits
Things an AI should not assume about this feature.