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This article provides a step-by-step guide to setting up Conversation AI V3 using the Guided Form approach in GHL Customer Care. With the Guided Form method, you can create bots without writing prompts—just fill out a simple form, define your objectives, and let the system handle the logic. It’s perfect for quickly building effective, on-brand AI conversations.
The Guided Form Bot is a user-friendly setup option within Conversation AI that removes the need for manual prompt engineering. Instead, it walks you through creating a bot using a structured form. You define key goals—like collecting contact details or answering FAQs—and the system builds a logic-driven, objective-based conversation flow behind the scenes.
Key Benefits of the Guided Form Bot
Simpler setup: Build a Conversation AI bot by completing guided fields instead of writing detailed prompts from scratch.
Structured conversations: Define objectives and questions so the bot knows what information to collect and what goal to complete.
Better consistency: Keep bot behavior aligned across conversations by using clear setup fields, fallback messages, and additional instructions.
Improved lead qualification: Ask targeted questions that help identify contact needs, urgency, budget, service interest, or appointment readiness.
Action-based automation: Configure actions such as collecting contact details, triggering workflows, or helping contacts move toward booking.
Easier bot updates: Edit objectives, instructions, questions, or actions as your business process changes.
Reduced prompt complexity: Give the bot clear direction without needing to understand advanced AI prompting techniques.
How to Set Up the Guided Form Bot
Proper setup ensures the bot collects the right information, follows the intended conversation path, and takes the correct action after each objective is completed.
Step 1: Open Conversation AI
Navigate to AI Agents in the left menu, then select the Conversation AI tab. Click + Create Bot in the upper-right corner to start creating a new Conversation AI agent.
Step 1: Open Conversation AI (image 1 of 12)What this shows Navigate to AI Agents in the left menu, then select the Conversation AI tab.What this showsIllustrates the "Step 1: Open Conversation AI" section of "Guided Form Based Setup for Conversation AI".This screenshot appears in the "Step 1: Open Conversation AI" section of "Guided Form Based Setup for Conversation AI". The text alongside this image reads: Navigate to AI Agents in the left menu, then select the Conversation AI tab. Click + Create Bot in the upper-right corner to start creating a new Conversation AI agent. Immediately after, the guide continues: Choose Guided Form Based Setup as the setup method.Image 1 of 12Where to goNavigate to AI Agents in the left menu, then select the Conversation AI tab. Click + Create Bot in the upper-right corner to start creating a new Conversation AI agent.
Buttons and menus referencedAI AgentsConversation AI+ Create Bot
Next stepChoose Guided Form Based Setup as the setup method.
Step 2: Select Guided Form Based Setup
Choose Guided Form Based Setup as the setup method.
Step 2: Select Guided Form Based Setup (image 2 of 12)What this shows Choose Guided Form Based Setup as the setup method.What this showsIllustrates the "Step 2: Select Guided Form Based Setup" section of "Guided Form Based Setup for Conversation AI".This screenshot appears in the "Step 2: Select Guided Form Based Setup" section of "Guided Form Based Setup for Conversation AI". The text alongside this image reads: Choose Guided Form Based Setup as the setup method. Immediately after, the guide continues: Select the type of bot you would like to create (General Q&A or Appointment Booking) then click Continue.Image 2 of 12What to chooseChoose Guided Form Based Setup as the setup method.
Buttons and menus referencedGuided Form Based Setup
Next stepSelect the type of bot you would like to create (General Q&A or Appointment Booking) then click Continue.
Step 3: Select Type of Bot
Select the type of bot you would like to create (General Q&A or Appointment Booking) then click Continue.
Step 3: Select Type of Bot (image 3 of 12)What this shows Select the type of bot you would like to create (General Q&A or Appointment Booking) then click Continue.What this showsIllustrates the "Step 3: Select Type of Bot" section of "Guided Form Based Setup for Conversation AI".This screenshot appears in the "Step 3: Select Type of Bot" section of "Guided Form Based Setup for Conversation AI". The text alongside this image reads: Select the type of bot you would like to create (General Q&A or Appointment Booking) then click Continue. Immediately after, the guide continues: Choose a Brand Voice from the dropdown or create a new Brand Voice before continuing. After selecting a Brand Voice, you can optionally click Edit to adjust the voice settings. For more info on creating a brand voice, see: Create Your….Image 3 of 12What to fill inSelect the type of bot you would like to create (General Q&A or Appointment Booking) then click Continue.
Buttons and menus referencedContinue
Next stepChoose a Brand Voice from the dropdown or create a new Brand Voice before continuing. After selecting a Brand Voice, you can optionally click Edit to adjust the voice settings. For more info on creating a brand voice, see: Create Your Brand Voice
Step 4: Select Brand Voice
Choose a Brand Voice from the dropdown or create a new Brand Voice before continuing. After selecting a Brand Voice, you can optionally click Edit to adjust the voice settings. For more info on creating a brand voice, see: Create Your Brand Voice
Step 4: Select Brand Voice (image 4 of 12)What this shows Choose a Brand Voice from the dropdown or create a new Brand Voice before continuing.What this showsIllustrates the "Step 4: Select Brand Voice" section of "Guided Form Based Setup for Conversation AI".This screenshot appears in the "Step 4: Select Brand Voice" section of "Guided Form Based Setup for Conversation AI". The text alongside this image reads: Choose a Brand Voice from the dropdown or create a new Brand Voice before continuing. After selecting a Brand Voice, you can optionally click Edit to adjust the voice settings. For more info on creating a brand voice, see: Create Your Brand Voice. Immediately after, the guide continues: Configure Your Bot's Communication Preferences and Language Settings.Image 4 of 12What to chooseChoose a Brand Voice from the dropdown or create a new Brand Voice before continuing. After selecting a Brand Voice, you can optionally click Edit to adjust the voice settings. For more info on creating a brand voice, see: Create Your Brand Voice
Buttons and menus referencedBrand VoiceEdit
Next stepConfigure Your Bot's Communication Preferences and Language Settings.
Step 5: Bot Settings
Configure Your Bot's Communication Preferences and Language Settings.
Bot Name: Give your bot a friendly identifier.
Preferred Channels: Select the channels where the bot should respond, such as Instagram, Facebook, SMS, and any other available connected channels.
Bot Initial Message: This is the first message the bot will send to users. If left empty, the bot will use a generic greeting.
Make this as Primary Bot: Enable this option if this bot should reply to inbound messages as the Primary Bot. Make sure the preferred channels are assigned to this bot.
Wait Time Before Responding: Set how long the bot should wait before replying, such as 2 seconds.
Click Next after the Bot Settings are complete.
Step 5: Bot Settings (image 5 of 12)What this shows Click Next after the Bot Settings are complete.What this showsIllustrates the "Step 5: Bot Settings" section of "Guided Form Based Setup for Conversation AI".This screenshot appears in the "Step 5: Bot Settings" section of "Guided Form Based Setup for Conversation AI". The text alongside this image reads: Click Next after the Bot Settings are complete. Immediately after, the guide continues: Choose the contact details the bot should collect. Available options shown in the setup include Name, Email, Phone, Street Address, and City.Image 5 of 12What to clickClick Next after the Bot Settings are complete.
Buttons and menus referencedNext
Next stepChoose the contact details the bot should collect. Available options shown in the setup include Name, Email, Phone, Street Address, and City.All 5 steps in this procedure
Bot Name: Give your bot a friendly identifier.
Preferred Channels: Select the channels where the bot should respond, such as Instagram, Facebook, SMS, and any other available connected channels.
Bot Initial Message: This is the first message the bot will send to users. If left empty, the bot will use a generic greeting.
Make this as Primary Bot: Enable this option if this bot should reply to inbound messages as the Primary Bot. Make sure the preferred channels are assigned to this bot.
Wait Time Before Responding: Set how long the bot should wait before replying, such as 2 seconds.
Step 6: Information Collection
Choose the contact details the bot should collect. Available options shown in the setup include Name, Email, Phone, Street Address, and City.
Step 6: Information Collection (image 6 of 12)What this shows Choose the contact details the bot should collect.What this showsIllustrates the "Step 6: Information Collection" section of "Guided Form Based Setup for Conversation AI".This screenshot appears in the "Step 6: Information Collection" section of "Guided Form Based Setup for Conversation AI". The text alongside this image reads: Choose the contact details the bot should collect. Available options shown in the setup include Name, Email, Phone, Street Address, and City. Immediately after, the guide continues: Add all the objectives you’d like the bot to complete. Enable Skip if Already Filled to prevent asking for existing contact data.Image 6 of 12What to chooseChoose the contact details the bot should collect. Available options shown in the setup include Name, Email, Phone, Street Address, and City.Next stepAdd all the objectives you’d like the bot to complete. Enable Skip if Already Filled to prevent asking for existing contact data.
Step 7: Custom Question / Objectives
Add all the objectives you’d like the bot to complete. Enable Skip if Already Filled to prevent asking for existing contact data.
Common use cases include:
Ask for name, email, phone
Qualify lead with Yes/No questions
Offer scheduling link
Step 7: Custom Question / Objectives (image 7 of 12)What this shows Ask for name, email, phone Qualify lead with Yes/No questions Offer scheduling linkWhat this showsIllustrates the "Step 7: Custom Question / Objectives" section of "Guided Form Based Setup for Conversation AI".This screenshot appears in the "Step 7: Custom Question / Objectives" section of "Guided Form Based Setup for Conversation AI". The text alongside this image reads: Ask for name, email, phone Qualify lead with Yes/No questions Offer scheduling link. This part of the guide covers 3 fields, listed below. Immediately after, the guide continues: Enable Appointment Booking to allow the bot to book an appointment, then select the calendar the bot should use.Image 7 of 12What this coversAsk for name, email, phone Qualify lead with Yes/No questions Offer scheduling link
Fields in this part of the guideAsk for name, email, phoneQualify lead with Yes/No questionsOffer scheduling link
Buttons and menus referencedSkip if Already Filled
Next stepEnable Appointment Booking to allow the bot to book an appointment, then select the calendar the bot should use.
Example values
Ask for name, email, phone
+1 312 847 1928
Illustrative values showing the expected format. They are not read from the screenshot.
All 3 steps in this procedure
Ask for name, email, phone
Qualify lead with Yes/No questions
Offer scheduling link
Step 8: Appointment Details
Enable Appointment Booking to allow the bot to book an appointment, then select the calendar the bot should use.
You can also select workflows under Trigger Workflows After Appointment Booking if an automation should run after the appointment is booked.
Use the secondary appointment toggles to decide whether the bot can manage existing appointments.
Enable Allow bot to cancel the appointment if the bot should be able to cancel appointments.
Enable Allow bot to reschedule the appointment if the bot should be able to reschedule appointments.
Step 8: Appointment Details (image 8 of 12)What this shows Enable Allow bot to cancel the appointment if the bot should be able to cancel appointments.What this showsIllustrates the "Step 8: Appointment Details" section of "Guided Form Based Setup for Conversation AI".This screenshot appears in the "Step 8: Appointment Details" section of "Guided Form Based Setup for Conversation AI". The text alongside this image reads: Enable Allow bot to cancel the appointment if the bot should be able to cancel appointments. Enable Allow bot to reschedule the appointment if the bot should be able to reschedule appointments. Immediately after, the guide continues: Use Email Notification Settings to receive an email when the bot does not know the answer. Enable Receive Email Notification if The Bot Doesn’t Know the Answer, then choose who should receive the notification.Image 8 of 12What this coversEnable Allow bot to cancel the appointment if the bot should be able to cancel appointments. Enable Allow bot to reschedule the appointment if the bot should be able to reschedule appointments.
Buttons and menus referencedAppointment BookingAllow bot to cancel the appointmentAllow bot to reschedule the appointment
Next stepUse Email Notification Settings to receive an email when the bot does not know the answer. Enable Receive Email Notification if The Bot Doesn’t Know the Answer, then choose who should receive the notification.All 2 steps in this procedure
Enable Allow bot to cancel the appointment if the bot should be able to cancel appointments.
Enable Allow bot to reschedule the appointment if the bot should be able to reschedule appointments.
Step 9: Email Notification Settings
Use Email Notification Settings to receive an email when the bot does not know the answer. Enable Receive Email Notification if The Bot Doesn’t Know the Answer, then choose who should receive the notification.
Step 9: Email Notification Settings (image 9 of 12)What this shows Use Email Notification Settings to receive an email when the bot does not know the answer.What this showsIllustrates the "Step 9: Email Notification Settings" section of "Guided Form Based Setup for Conversation AI".This screenshot appears in the "Step 9: Email Notification Settings" section of "Guided Form Based Setup for Conversation AI". The text alongside this image reads: Use Email Notification Settings to receive an email when the bot does not know the answer. Enable Receive Email Notification if The Bot Doesn’t Know the Answer, then choose who should receive the notification. Immediately after, the guide continues: Enable Conversation Summary when the system should generate a summary after a conversation becomes inactive. Configure the Set Inactivity Time value and the Minimum Messages required to generate Summary value.Image 9 of 12What to chooseUse Email Notification Settings to receive an email when the bot does not know the answer. Enable Receive Email Notification if The Bot Doesn’t Know the Answer, then choose who should receive the notification.Next stepEnable Conversation Summary when the system should generate a summary after a conversation becomes inactive. Configure the Set Inactivity Time value and the Minimum Messages required to generate Summary value.
Step 10: Enable Conversation Summary
Enable Conversation Summary when the system should generate a summary after a conversation becomes inactive. Configure the Set Inactivity Time value and the Minimum Messages required to generate Summary value.
You can also choose whether to trigger a workflow when the summary or transcript is generated, save the summary to a custom field, or receive an email notification for the conversation summary.
Step 10: Enable Conversation Summary (image 10 of 12)What this shows You can also choose whether to trigger a workflow when the summary or transcript is generated, save the summary to a custom field, or…What this showsIllustrates the "Step 10: Enable Conversation Summary" section of "Guided Form Based Setup for Conversation AI".This screenshot appears in the "Step 10: Enable Conversation Summary" section of "Guided Form Based Setup for Conversation AI". The text alongside this image reads: You can also choose whether to trigger a workflow when the summary or transcript is generated, save the summary to a custom field, or receive an email notification for the conversation summary. Immediately after, the guide continues: After Bot Goals are configured, click Save.Image 10 of 12What to chooseYou can also choose whether to trigger a workflow when the summary or transcript is generated, save the summary to a custom field, or receive an email notification for the conversation summary.
Buttons and menus referencedConversation SummarySet Inactivity Time
Next stepAfter Bot Goals are configured, click Save.
Step 11: Save the Bot
After Bot Goals are configured, click Save.
Step 11: Save the Bot (image 11 of 12)What this shows After Bot Goals are configured, click Save.What this showsIllustrates the "Step 11: Save the Bot" section of "Guided Form Based Setup for Conversation AI".This screenshot appears in the "Step 11: Save the Bot" section of "Guided Form Based Setup for Conversation AI". The text alongside this image reads: After Bot Goals are configured, click Save. Immediately after, the guide continues: After the bot is created, the Bot Created Successfully modal appears. The bot’s initial status is set to Off, which means it is not actively responding in conversations yet.Image 11 of 12How to confirmAfter Bot Goals are configured, click Save.
Buttons and menus referencedSave
Next stepAfter the bot is created, the Bot Created Successfully modal appears. The bot’s initial status is set to Off, which means it is not actively responding in conversations yet.
Step 12: Set the Status
After the bot is created, the Bot Created Successfully modal appears. The bot’s initial status is set to Off, which means it is not actively responding in conversations yet.
Choose one of the available status options:
Off: Turns off Conversation AI so the bot does not actively respond.
Suggestive: Suggests prompts within the chat window for a team member to review and send.
Auto Pilot: Allows the bot to reply automatically based on trained data.
From this modal, you can also click Test Your Bot, open Go To Advanced Settings, or click Save and Close to finish setup.
Step 12: Set the Status (image 12 of 12)What this shows From this modal, you can also click Test Your Bot, open Go To Advanced Settings, or click Save and Close to finish setup.What this showsIllustrates the "Step 12: Set the Status" section of "Guided Form Based Setup for Conversation AI".This screenshot appears in the "Step 12: Set the Status" section of "Guided Form Based Setup for Conversation AI". The text alongside this image reads: From this modal, you can also click Test Your Bot, open Go To Advanced Settings, or click Save and Close to finish setup. Immediately after, the guide continues: Use Additional Instructions to give your bot extra context and guardrails so it follows your processes consistently and handles edge cases confidently. Character limit: Up to 2,000 characters (previously 1,200).Image 12 of 12How to confirmFrom this modal, you can also click Test Your Bot, open Go To Advanced Settings, or click Save and Close to finish setup.
Buttons and menus referencedBot Created SuccessfullyOffTest Your BotGo To Advanced SettingsSave and Close
Next stepUse Additional Instructions to give your bot extra context and guardrails so it follows your processes consistently and handles edge cases confidently. Character limit: Up to 2,000 characters (previously 1,200).All 3 steps in this procedure
Off: Turns off Conversation AI so the bot does not actively respond.
Suggestive: Suggests prompts within the chat window for a team member to review and send.
Auto Pilot: Allows the bot to reply automatically based on trained data.
Additional Instructions
Use Additional Instructions to give your bot extra context and guardrails so it follows your processes consistently and handles edge cases confidently. Character limit: Up to 2,000 characters (previously 1,200).
Best practices
Define the bot’s role and boundaries.
Use clear do/don’t rules for tricky scenarios.
Keep bullets concise; put critical steps first.
Where to find it
Go to Conversation AI and select Edit on the bot you would like to add instructions to.
Locate Additional Instructions.
Enter your guidance and Save.
Frequently Asked Questions
Q: Can I switch between Guided Form and prompt-based bots?
Yes! From the bot creation screen, click the dropdown arrow next to “Create Bot” to choose your setup method.
Q: Can I edit the bot after it’s created?
Absolutely. Just open the bot from the Bot Manager and click “Edit.”
Q: What happens if the user doesn’t answer a question?
The bot will either retry, move on, or end the conversation—based on how you’ve configured each objective.
Q: Can I duplicate a bot?
Yes. Use the Duplicate option in the bot menu to reuse a configuration.
Q: Can I use Guided Form bots across channels like Instagram or WhatsApp?
Yes, as long as those channels are integrated into your GHL Customer Care setup.
Q: When does the Guided Form flow start if I set an Initial Message?
If you configure an Initial Message, the bot sends that welcome message first and waits for the contact’s next reply before starting the objectives/questions flow. If you leave Initial Message blank, the flow starts immediately on the first message.
