Aller au contenu principal

Conversations AI

Conversations AI is a paid upgrade to Conversations in Business App that adds an AI receptionist to handle your clients' incoming web chat, WhatsApp, Facebook, Instagram, SMS, and voice conversations. Available channels depend on the edition: Standard, Pro, or Premium.

The AI employee handles incoming communications across channels when human staff are unavailable.

Migrating from Inbox Pro

Conversations AI replaces the legacy Inbox Pro product. If you are migrating a client from Inbox Pro, activate Conversations AI first, then deactivate Inbox Pro — doing it in the wrong order may require re-enabling certain channels. In Business App, messages appear on the Conversations tab. Your previous settings and channels are retained when the migration order is followed correctly.

What Conversations AI Unlocks​

Conversations AI gives your clients access to three AI components:

  • AI Receptionist - Automated assistant that handles calls, messages, and web chat across all channels. See AI Workforce Overview for setup and capabilities.

  • AI Capabilities - Custom behaviors and actions the AI can perform, like booking appointments or checking inventory. Learn more in AI Capabilities.

  • Knowledge Base - Business information and content the AI references to provide accurate answers. Configure sources in Knowledge Base.

Together, these components create an AI receptionist that knows your client's business and can take meaningful action on their behalf.

What's Included​

Setup & Training Resources​

Implementation Guides​

Resources & Tools​

AI Receptionist Capabilities​

The AI employee 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 business websites
  • Manages email inquiries through unified Conversations interface
  • Includes chart or graph images alongside text when relevant data is available

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 human staff
  • Maintain conversation context across interactions

Product Editions​

FeatureStandardProPremium
AI Web Chat✔✔✔
WhatsApp/Facebook/Instagram AI✔✔✔
Custom Capabilities✔✔✔
SMS Messaging (US/Canada only)-✔✔
Missed Call Text-Back-✔✔
Voice Call Handling--✔
Voice Appointment Booking--✔

Premium edition​

Premium includes everything in Standard and Pro, plus:

  • Answer phone calls with AI voice — AI automatically answers incoming calls
  • Appointment booking & lead capture via phone — Book appointments and capture leads directly from voice conversations
  • Customizable AI voice — Tailor the AI voice to match your brand
  • 300 minutes per month — Up to 300 minutes of voice calls (calls capped at 10 minutes each)
  • Call overages — Approximately $0.10/min USD for usage beyond included minutes (subject to voice and LLM provider selected)
info

Premium voice features are limited to US and Canada businesses. See Geographic Availability below.

Geographic Availability​

  • Standard: Available globally
  • Pro/Premium: SMS and voice features limited to US and Canada businesses
  • 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 Employee 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​

Product Selection​

Q: 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 for US/Canada businesses
  • Upgrade to Premium if you handle voice calls and want full AI receptionist functionality

Q: What countries can use SMS messaging? Businesses located in the United States and Canada can use SMS messaging. International businesses can use web chat, email, Facebook, or Instagram chat.

Why can one Business App account send SMS while another account for the same client only shows email?

SMS is tied to the product on each Business App account. If your client wants to send SMS from separate accounts (for example, multiple locations), activate Conversations AI Pro on every account that needs to send texts. Having Conversations AI Pro on only one location does not unlock SMS on the others.

Setup & Configuration​

Q: How is a business assigned an SMS number? When activating Conversations AI Pro or Premium, businesses automatically receive an SMS number. The system first attempts to assign a local number based on the business profile address. If unavailable, a neighboring area number is assigned. View the assigned number in Business App under Administration → Conversation → Your SMS number.

Q: Can I get an 800-number instead? If no local numbers are available, contact support for assistance with 800-number assignment.

Q: How much does the AI employee know about the business? The AI employee accesses 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.

Usage & Notifications​

Q: How will users know if they received a message? New messages appear live in Business App without page refreshing. Users can receive instant email notifications for new messages or daily digest emails.

Q: Can the AI include charts or images in its responses? Yes. When relevant data is available, the AI can include a chart or graph image with its response instead of describing the numbers in text. Line and bar charts are supported, and they appear inline across all supported channels.

Q: 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.

Q: Can AI respond to social media post comments? No, AI only responds to direct messages between customers and business pages, not public post comments.

Q: Can businesses connect personal social accounts? No, businesses need Instagram Business accounts or Facebook Business Pages for AI integration.

Platform Communication​

Q: Are there charges for platform messaging between partners and clients? Platform messaging is free with no limitations on messages sent between partners, vendors, and accounts through Conversations.

Q: How do I enable Conversations in my client's Business App? Go to Partner Center → Administration → Customize Business App → Conversations Messages and check "show this page" to enable cross-platform messaging.

Q: What about spam messages? There's no spam blocking feature. If clients experience unusually high spam, contact support for number reassignment.

Does spam detection apply to chat only, or to voice as well?

Spam detection focuses on items that surface in Conversations and may flag spam after a short delay. It is unlikely to block inbound calls. Voice-transcript spam handling is a separate path from Conversations spam detection, and a true call block must be performed by the calling service rather than by Conversations-side guards alone.

Why do old migrated conversations appear as active, and can I bulk-close them?

Migrated conversations can show as active because their database creation date reflects when they were imported, not when the original messages were sent. Close each conversation individually. There is no bulk-close action and no date filter for closing migrated threads in bulk.

Why is a Conversations summary missing when an external SMS or webinar flow sends a conversation into the platform?

Conversation summaries are powered by Lead Capture. If Lead Capture is not enabled on the AI employee, the platform does not produce a summary for that conversation. Confirm Lead Capture is configured on the AI employee before expecting summaries or downstream automations that depend on them.

How do I set up Conversations AI?​

  1. Product Activation: Enable Conversations AI edition through marketplace
  2. Business Profile: Complete all business information fields
  3. AI Training: Upload knowledge documents and configure responses
  4. Channel Setup: Connect required communication channels
  5. Integration Testing: Verify AI responses and human handoff
  6. Team Training: Ensure staff understand AI handoff procedures
  7. 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 an AI receptionist.