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How to Use Custom Conversation Providers with Conversation AI

Learn how to enable Channel Management in Labs, add Marketplace messaging apps to Conversation AI, set contact rules, and manage custom channels.

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On this page
  1. Key Benefits of Custom Conversation Providers
  2. Turn On Conversations AI Channel Management in Labs
  3. What You Need Before You Start
  4. Where Custom Messaging Apps Appear
  5. How Contact Tags Can Control Replies
  6. What Changed?
  7. How Conversation AI Replies Through a Marketplace App
  8. How To Set Up a Custom Conversation Provider for Conversation AI
  9. Step 1: Turn On Conversations AI Channel Management in Labs
  10. Step 2: Install a Supported Marketplace App
  11. Step 3: Open Your Conversation AI Bot
  12. Step 4: Add the Marketplace Messaging App
  13. Step 5: Check the Channel and Save
  14. Troubleshooting Custom Conversation Providers
  15. Frequently Asked Questions
  16. Related Articles

Conversation AI can reply to messages that come through supported apps installed from the GHL Customer Care App Marketplace. You can choose which of these apps each bot can use, so your bot only responds through the channels you want. This gives you more control when your business uses messaging apps outside GHL Customer Care’s built-in channels.

Labs feature: To use custom Marketplace channels with Conversation AI, turn on Conversations AI Channel Management in Settings > Labs. If this Labs feature is turned off, the custom channel options may not appear.

TABLE OF CONTENTS

What are Custom Conversation Providers for Conversation AI?

Custom Conversation Providers let a Conversation AI bot reply through supported messaging apps from the GHL Customer Care App Marketplace. This is useful when your business talks to customers through messaging services that are not already built into GHL Customer Care.

A Custom Conversation Provider is simply a Marketplace app that adds another messaging channel to GHL Customer Care.

GHL Customer Care already includes channels such as:

  • SMS

  • Email

  • Facebook

  • Instagram

  • WhatsApp

  • TikTok

  • Live Chat

  • Chat Widget

A supported Marketplace app can add another messaging channel that your Conversation AI bot can use.

Once the app is installed and added to your bot, the bot can reply to customer messages that come through that app.

Key Benefits of Custom Conversation Providers

Custom Conversation Providers make it easier to decide where your Conversation AI bot can respond. This gives you more control when your business uses several messaging apps.

  • More messaging options: Use Conversation AI with supported Marketplace messaging apps.

  • Choose apps for each bot: Decide which messaging apps each bot can use.

  • Simple setup: Add supported apps from the bot's Deploy tab.

  • Separate controls: Each added messaging app can be turned on or off by itself.

  • Contact filters: Use contact tags to control which contacts the bot can reply to.

  • Existing setups keep working: Messaging apps that were already connected continue working after this update.

Turn On Conversations AI Channel Management in Labs

The Conversations AI Channel Management Labs feature must be turned on before you can add custom Marketplace messaging apps to a Conversation AI bot. If this feature is off, the options shown in this article may not appear in your account.

Before doing anything else:

  1. Go to Settings.

  2. Open Labs.

  3. Find Conversations AI Channel Management.

  4. Turn the feature on.

  5. Return to your Conversation AI bot.

Important: This Labs setting is required for the custom channel setup described in this article.
Turn On Conversations AI Channel Management in Labs (image 1 of 9) What this shows Important: This Labs setting is required for the custom channel setup described in this article. What this shows Illustrates the "Turn On Conversations AI Channel Management in Labs" section of "How to Use Custom Conversation Providers with Conversation AI". This screenshot appears in the "Turn On Conversations AI Channel Management in Labs" section of "How to Use Custom Conversation Providers with Conversation AI". The text alongside this image reads: Important: This Labs setting is required for the custom channel setup described in this article. Immediately after, the guide continues: A few things need to be ready before you can connect a Marketplace messaging app to your bot. Checking these items first can help prevent missing options later. Image 1 of 9 What this coversImportant: This Labs setting is required for the custom channel setup described in this article.
Buttons and menus referenced Conversations AI Channel ManagementSettingsLabs
Next stepA few things need to be ready before you can connect a Marketplace messaging app to your bot. Checking these items first can help prevent missing options later.
All 5 steps in this procedure
  1. Go to Settings.
  2. Open Labs.
  3. Find Conversations AI Channel Management.
  4. Turn the feature on.
  5. Return to your Conversation AI bot.

What You Need Before You Start

A few things need to be ready before you can connect a Marketplace messaging app to your bot. Checking these items first can help prevent missing options later.

Make sure you have:

  • Conversations AI Channel Management turned on in Labs.

  • A Conversation AI bot already created.

  • A Marketplace app that supports Conversation Provider.

  • The Marketplace app installed for the correct subaccount.

  • The app connected and active.

Not every app in the Marketplace can be used for Conversation AI messages.

The app must specifically support Conversation Provider. Only supported apps that are already installed will appear in the list when you add a new channel.

Where Custom Messaging Apps Appear

The Deploy tab shows the messaging channels your bot can use. This is where you can add supported Marketplace apps and control whether the bot can respond through them.

On the Deploy tab, you may already see GHL Customer Care channels such as:

  • SMS

  • WhatsApp

  • Instagram

  • Facebook

  • TikTok

  • Live Chat

  • Chat Widget

  • Email

You will also see Add channels from marketplace.

Use this option to add a supported Marketplace messaging app to your bot.

Once an app is added, it appears as its own card on the Deploy screen.

Where Custom Messaging Apps Appear (image 2 of 9) What this shows Once an app is added, it appears as its own card on the Deploy screen. What this shows Illustrates the "Where Custom Messaging Apps Appear" section of "How to Use Custom Conversation Providers with Conversation AI". This screenshot appears in the "Where Custom Messaging Apps Appear" section of "How to Use Custom Conversation Providers with Conversation AI". The text alongside this image reads: Once an app is added, it appears as its own card on the Deploy screen. This part of the guide covers 8 fields, listed below. Immediately after, the guide continues: Contact tags can help you decide which contacts the bot should or should not reply to through a specific messaging app. These rules are optional. Image 2 of 9 What this coversOnce an app is added, it appears as its own card on the Deploy screen.
Fields in this part of the guide SMSWhatsAppInstagramFacebookTikTokLive ChatChat WidgetEmail
Buttons and menus referenced DeployAdd channels from marketplace
Next stepContact tags can help you decide which contacts the bot should or should not reply to through a specific messaging app. These rules are optional.
Example values
Email
priya.raman@northgatedental.com

Illustrative values showing the expected format. They are not read from the screenshot.

All 8 steps in this procedure
  1. SMS
  2. WhatsApp
  3. Instagram
  4. Facebook
  5. TikTok
  6. Live Chat
  7. Chat Widget
  8. Email

How Contact Tags Can Control Replies

Contact tags can help you decide which contacts the bot should or should not reply to through a specific messaging app. These rules are optional.

When adding a Marketplace messaging app, you may see:

  • Has tags

  • Doesn't have tags

  • AND

  • OR

Here is what they mean:

  • Has tags: The bot can use this channel only for contacts that have the selected tag.

  • Doesn't have tags: The bot will not use this channel for contacts that have the selected tag.

  • AND: All selected tag rules must match.

  • OR: At least one selected tag rule must match.

For example, you could allow the bot to respond to contacts with the normal tag but not contacts with the premium tag.

You may also see an Assign channel switch when adding the app. Use the settings shown in your account when connecting the messaging app.

How Contact Tags Can Control Replies (image 3 of 9) What this shows You may also see an Assign channel switch when adding the app. What this shows Illustrates the "How Contact Tags Can Control Replies" section of "How to Use Custom Conversation Providers with Conversation AI". This screenshot appears in the "How Contact Tags Can Control Replies" section of "How to Use Custom Conversation Providers with Conversation AI". The text alongside this image reads: You may also see an Assign channel switch when adding the app. Use the settings shown in your account when connecting the messaging app. This part of the guide covers 4 fields, listed below. Immediately after, the guide continues: Custom Marketplace messaging apps are now easier to control because each one appears separately on the Deploy tab. This makes it easier to choose exactly where your bot can respond. Image 3 of 9 What this coversYou may also see an Assign channel switch when adding the app. Use the settings shown in your account when connecting the messaging app.
Fields in this part of the guide Has tagsDoesn't have tagsANDOR
Buttons and menus referenced Has tagsDoesn't have tagsANDORnormalpremiumAssign channel
Next stepCustom Marketplace messaging apps are now easier to control because each one appears separately on the Deploy tab. This makes it easier to choose exactly where your bot can respond.
Example values
Has tags
new-patient, referral
Doesn't have tags
new-patient, referral

Illustrative values showing the expected format. They are not read from the screenshot.

All 4 steps in this procedure
  1. Has tags
  2. Doesn't have tags
  3. AND
  4. OR

What Changed?

Custom Marketplace messaging apps are now easier to control because each one appears separately on the Deploy tab. This makes it easier to choose exactly where your bot can respond.

Before this update, custom messaging apps depended on the SMS or Email settings.

That meant:

  • Turning on SMS or Email could also allow replies through connected custom apps.

  • You could not easily choose each custom app separately.

Now:

  • Each custom messaging app appears on the Deploy tab.

  • You can choose which apps each bot can use.

  • Each app has its own settings.

  • Each app can be turned on or off separately.

  • Existing custom app setups continue working.

  • Apps that were already active appear automatically on the Deploy tab.

What Changed? (image 4 of 9) What this shows Each custom messaging app appears on the Deploy tab. What this shows Illustrates the "What Changed?" section of "How to Use Custom Conversation Providers with Conversation AI". This screenshot appears in the "What Changed?" section of "How to Use Custom Conversation Providers with Conversation AI". The text alongside this image reads: Each custom messaging app appears on the Deploy tab. You can choose which apps each bot can use. Each app has its own settings. Each app can be turned on or off separately. Existing custom app setups continue working. Apps that were already active appear automatically on the Deploy tab. Immediately after, the guide continues: Once a supported Marketplace app is added and turned on, Conversation AI can reply to messages that come through that app. The reply goes back through the same messaging app the customer used. Image 4 of 9 What to chooseEach custom messaging app appears on the Deploy tab. You can choose which apps each bot can use. Each app has its own settings. Each app can be turned on or off separately. Existing custom app setups continue working. Apps that were already active appear automatically on the Deploy tab.
Buttons and menus referenced Deploy
Next stepOnce a supported Marketplace app is added and turned on, Conversation AI can reply to messages that come through that app. The reply goes back through the same messaging app the customer used.
All 2 steps in this procedure
  1. Turning on SMS or Email could also allow replies through connected custom apps.
  2. You could not easily choose each custom app separately.

How Conversation AI Replies Through a Marketplace App

Once a supported Marketplace app is added and turned on, Conversation AI can reply to messages that come through that app. The reply goes back through the same messaging app the customer used.

For example:

  1. A customer sends a message through the connected Marketplace app.

  2. GHL Customer Care receives the message.

  3. The Conversation AI bot reads the message.

  4. The bot creates a reply.

  5. The reply is sent back through the same Marketplace app.

The bot will only reply if:

  • the app is added to the bot,

  • the app is turned on,

  • the bot is saved,

  • and any contact tag rules are met.

How Conversation AI Replies Through a Marketplace App (image 5 of 9) What this shows the app is added to the bot, the app is turned on, the bot is saved, and any contact tag rules are met. What this shows Illustrates the "How Conversation AI Replies Through a Marketplace App" section of "How to Use Custom Conversation Providers with Conversation AI". This screenshot appears in the "How Conversation AI Replies Through a Marketplace App" section of "How to Use Custom Conversation Providers with Conversation AI". The text alongside this image reads: the app is added to the bot, the app is turned on, the bot is saved, and any contact tag rules are met. Immediately after, the guide continues: Setting up the feature in the correct order helps make sure the messaging app appears and the bot can reply through it. Start by turning on the required Labs feature, then install the app and connect it to your bot. Image 5 of 9 What this coversthe app is added to the bot, the app is turned on, the bot is saved, and any contact tag rules are met. Next stepSetting up the feature in the correct order helps make sure the messaging app appears and the bot can reply through it. Start by turning on the required Labs feature, then install the app and connect it to your bot.
All 5 steps in this procedure
  1. A customer sends a message through the connected Marketplace app.
  2. GHL Customer Care receives the message.
  3. The Conversation AI bot reads the message.
  4. The bot creates a reply.
  5. The reply is sent back through the same Marketplace app.

How To Set Up a Custom Conversation Provider for Conversation AI

Setting up the feature in the correct order helps make sure the messaging app appears and the bot can reply through it. Start by turning on the required Labs feature, then install the app and connect it to your bot.

Step 1: Turn On Conversations AI Channel Management in Labs

This step is required.

  1. Go to Settings.

  2. Open Labs.

  3. Find Conversations AI Channel Management.

  4. Turn it on.

If this setting is not enabled, you may not see the custom channel options on the Deploy tab.

Step 1: Turn On Conversations AI Channel Management in Labs (image 6 of 9) What this shows If this setting is not enabled, you may not see the custom channel options on the Deploy tab. What this shows Illustrates the "Step 1: Turn On Conversations AI Channel Management in Labs" section of "How to Use Custom Conversation Providers with Conversation AI". This screenshot appears in the "Step 1: Turn On Conversations AI Channel Management in Labs" section of "How to Use Custom Conversation Providers with Conversation AI". The text alongside this image reads: If this setting is not enabled, you may not see the custom channel options on the Deploy tab. Immediately after, the guide continues: The app must be installed before it can be added to your bot. Image 6 of 9 What this coversIf this setting is not enabled, you may not see the custom channel options on the Deploy tab.
Buttons and menus referenced SettingsLabsConversations AI Channel Management
Next stepThe app must be installed before it can be added to your bot.
All 4 steps in this procedure
  1. Go to Settings.
  2. Open Labs.
  3. Find Conversations AI Channel Management.
  4. Turn it on.

Step 2: Install a Supported Marketplace App

The app must be installed before it can be added to your bot.

  1. Open the App Marketplace.

  2. Find the messaging app you want to use.

  3. Make sure it supports Conversation Provider.

  4. Install the app for the correct subaccount.

  5. Complete the app's setup.

  6. Make sure the app is active.

If the app does not support Conversation Provider, it will not appear in the list later.

Step 3: Open Your Conversation AI Bot

The Deploy tab is where you choose which messaging channels the bot can use.

  1. Go to AI Agents > Conversation AI.

  2. Open the bot you want to update.

  3. Click Deploy.

Step 3: Open Your Conversation AI Bot (image 7 of 9) What this shows Go to AI Agents > Conversation AI. What this shows Illustrates the "Step 3: Open Your Conversation AI Bot" section of "How to Use Custom Conversation Providers with Conversation AI". This screenshot appears in the "Step 3: Open Your Conversation AI Bot" section of "How to Use Custom Conversation Providers with Conversation AI". The text alongside this image reads: Go to AI Agents > Conversation AI. Open the bot you want to update. Click Deploy. The navigation path used here is AI Agents > Conversation AI. Immediately after, the guide continues: Now you can connect the installed app to your bot. Path: AI Agents > Conversation AIImage 7 of 9 Where to goGo to AI Agents > Conversation AI. Open the bot you want to update. Click Deploy.
Buttons and menus referenced AI Agents > Conversation AIDeploy
Next stepNow you can connect the installed app to your bot.
All 3 steps in this procedure
  1. Go to AI Agents > Conversation AI.
  2. Open the bot you want to update.
  3. Click Deploy.

Step 4: Add the Marketplace Messaging App

Now you can connect the installed app to your bot.

  1. Click Add channels from marketplace.

  2. Open the Installed providers dropdown.

  3. Select the app you want to use.

  4. Add contact tag rules if needed.

  5. Choose AND or OR if you are using more than one tag rule.

  6. Click Add channel.

If the app is missing from the list, check that:

  • it is installed,

  • it is active,

  • it is installed for the correct subaccount,

  • and it supports Conversation Provider.

Step 4: Add the Marketplace Messaging App (image 8 of 9) What this shows it is installed, it is active, it is installed for the correct subaccount, and it supports Conversation Provider. What this shows Illustrates the "Step 4: Add the Marketplace Messaging App" section of "How to Use Custom Conversation Providers with Conversation AI". This screenshot appears in the "Step 4: Add the Marketplace Messaging App" section of "How to Use Custom Conversation Providers with Conversation AI". The text alongside this image reads: it is installed, it is active, it is installed for the correct subaccount, and it supports Conversation Provider. Immediately after, the guide continues: Review the setup before saving to make sure the bot is using the correct messaging app. Image 8 of 9 What this coversit is installed, it is active, it is installed for the correct subaccount, and it supports Conversation Provider.
Buttons and menus referenced Add channels from marketplaceInstalled providersANDORAdd channel
Next stepReview the setup before saving to make sure the bot is using the correct messaging app.
All 6 steps in this procedure
  1. Click Add channels from marketplace.
  2. Open the Installed providers dropdown.
  3. Select the app you want to use.
  4. Add contact tag rules if needed.
  5. Choose AND or OR if you are using more than one tag rule.
  6. Click Add channel.

Step 5: Check the Channel and Save

Review the setup before saving to make sure the bot is using the correct messaging app.

  1. Confirm that the new app appears on the Deploy screen.

  2. Make sure the app is turned on.

  3. Review any contact tag rules.

  4. Check the bot's other active channels.

  5. Click Save.

Step 5: Check the Channel and Save (image 9 of 9) What this shows Confirm that the new app appears on the Deploy screen. What this shows Illustrates the "Step 5: Check the Channel and Save" section of "How to Use Custom Conversation Providers with Conversation AI". This screenshot appears in the "Step 5: Check the Channel and Save" section of "How to Use Custom Conversation Providers with Conversation AI". The text alongside this image reads: Confirm that the new app appears on the Deploy screen. Make sure the app is turned on. Review any contact tag rules. Check the bot's other active channels. Click Save. Immediately after, the guide continues: Most setup problems happen because the Labs feature is off, the Marketplace app is not supported, or the channel was not saved. Checking these items can quickly identify why the bot is not responding. Image 9 of 9 How to confirmConfirm that the new app appears on the Deploy screen. Make sure the app is turned on. Review any contact tag rules. Check the bot's other active channels. Click Save.
Buttons and menus referenced DeploySave
Next stepMost setup problems happen because the Labs feature is off, the Marketplace app is not supported, or the channel was not saved. Checking these items can quickly identify why the bot is not responding.
All 5 steps in this procedure
  1. Confirm that the new app appears on the Deploy screen.
  2. Make sure the app is turned on.
  3. Review any contact tag rules.
  4. Check the bot's other active channels.
  5. Click Save.

Troubleshooting Custom Conversation Providers

Most setup problems happen because the Labs feature is off, the Marketplace app is not supported, or the channel was not saved. Checking these items can quickly identify why the bot is not responding.

The Marketplace app does not appear

Check that:

  • Conversations AI Channel Management is turned on in Labs.

  • The app is installed.

  • The app is installed for the correct subaccount.

  • The app supports Conversation Provider.

  • The app is active.

The bot is not replying

Check that:

  • The custom messaging app was added to the bot.

  • The app is turned on.

  • The bot was saved after the change.

  • The contact matches any tag rules you added.

  • The Marketplace app itself is connected correctly.

The bot replies to some contacts but not others

Review the Has tags and Doesn't have tags rules. A contact may not meet the rules you set for that messaging app.

Frequently Asked Questions

Q: Do I have to turn on a Labs feature first?
A: Yes. Conversations AI Channel Management must be turned on in Labs before you can use the custom channel setup described in this article.

Q: Why don't I see my Marketplace app in the list?
A: Only installed apps that support Conversation Provider appear. Make sure the app is installed, active, and supports this feature.

Q: Can every Marketplace app be used with Conversation AI?
A: No. The app must support Conversation Provider.

Q: Will my existing custom messaging setup stop working?
A: No. Existing setups continue working. Apps that were already active should appear automatically on the Deploy tab.

Q: Do custom messaging apps still depend on SMS or Email settings?
A: With the new Channel Management experience, supported custom apps can be managed directly from the Deploy tab.

Q: Why is the bot not replying through my custom app?
A: Make sure the app is added, turned on, saved, and connected correctly. Also check whether contact tag rules are blocking the reply.

Q: Can I control which contacts the bot replies to?
A: Yes. You can use Has tags and Doesn't have tags rules when setting up the channel.

Q: Can different bots use different Marketplace messaging apps?
A: Yes. You choose the channels separately from each bot's Deploy tab.

Frequently asked questions

What Changed?
Custom Marketplace messaging apps are now easier to control because each one appears separately on the Deploy tab. This makes it easier to choose exactly where your bot can respond. Before this update, custom messaging apps depended on the SMS or Email settings. That meant: Turning on SMS or Email could also allow replies through connected custom apps. You could not easily choose each custom app separately. Now: Each custom messaging app appears on the Deploy tab. You can choose which apps each bot can use. Each app has its own settings. Each app can be turned on or off separately. Existing custom app setups continue working. Apps that were already active appear automatically on the Deploy tab.

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