# How to Set Up a Conversation AI Bot > Learn how to set up Conversation AI in GHL Customer Care, create bots, assign channels, configure goals, test responses, and launch with the right bot status. - Source: https://docs.ghlcustomercare.com/docs/ai-employee/getting-started-w-conversation-ai/how-to-set-up-a-conversation-ai-bot - Section: AI Employee / Getting Started w/ Conversation AI - Reading time: 6 min - Images: 3, each explained below --- Conversation AI helps businesses automate customer conversations across supported communication channels in GHL Customer Care. This guide walks you through creating, configuring, testing, and launching a Conversation AI bot using a streamlined setup flow. You can use Conversation AI to collect lead details, answer common questions, support appointment booking, and route conversations more efficiently. --- **TABLE OF CONTENTS** - [What is Conversation AI?](#what-is-conversation-ai)[](#key-benefits-of-conversation-ai) - [Key Benefits of Conversation AI](#key-benefits-of-conversation-ai)[](#setup-methods-for-conversation-ai-bots) - [Setup Methods for Conversation AI Bots](#setup-methods-for-conversation-ai-bots)[](#guided-form-setup) - [Guided Form Setup](#guided-form-setup)[](#prompt-based-bot) - [Prompt Based Bot](#prompt-based-bot)[](#flow-based-builder) - [Flow Based Builder](#flow-based-builder)[](#frequently-asked-questions) - [Frequently Asked Questions](#frequently-asked-questions)[](#related-articles) - [Related Articles](#related-articles) --- # **What is Conversation AI?** Conversation AI is an AI-powered communication tool in GHL Customer Care that helps automate conversations with contacts across supported channels. It can respond to inbound messages, collect information, answer questions, assist with appointment booking, and support workflows based on how the bot is configured. Conversation AI bots can be created for different business needs, such as general Q&A, lead capture, appointment booking, or more advanced multi-step conversation flows. Proper setup ensures the bot responds on the correct channels, follows your business goals, and provides a consistent customer experience. --- ## **Key Benefits of Conversation AI** - **Multi-Channel Communication:** Connect your bot to supported channels such as SMS, Email, Facebook, Instagram, WhatsApp, Chat Widget/SMS Chat, and Live Chat. - **Lead Capture:** Collect key contact details like name, email, phone number, address, and custom qualification answers. - **Appointment Booking:** Allow the bot to help contacts book, reschedule, or cancel appointments based on your configuration. - **Faster Response Handling:** Use wait time settings and response modes to control when and how the bot replies. - **Primary Bot Control:** Assign one primary bot to handle general inbound messages on selected channels. - **Testing Before Launch:** Test the bot from the setup panel before setting it live in Suggestive or Auto-Pilot mode. - **Advanced Customization:** Use bot training, Brand Voice, advanced settings, response settings, and workflows to improve bot behavior. --- ## **Setup Methods for Conversation AI Bots** Conversation AI offers multiple setup methods so you can choose the best option based on your use case and level of customization. Simple bots can be created with a guided form, while more advanced use cases can use prompt-based setup or a visual flow builder. GHL Customer Care currently provides three main setup methods: ### **Guided Form Setup** Guided Form Setup is best for straightforward use cases such as lead capture, appointment booking, and general Q&A. This option is ideal when you want a structured setup experience without writing detailed prompts from scratch. **Use Guided Form Setup when you need:** - Simple lead capture - Appointment booking - General Q&A - Basic objectives and information collection - A beginner-friendly bot setup experience **To create a Guided Form bot:** **Note:** For a deeper walkthrough, refer to **[Guided Form Based Setup for Conversation AI](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai/guided-form-based-setup-for-conversation-ai)**. 1. Go to **AI Agents** > **Conversation AI** > **\+ Create Bot**. 2. Select **Guided Form Setup**. 3. Click **Create New Bot**. 4. Choose the bot type, such as: - **General Q&A** - **Appointment Booking** 5. Select or create a **Brand Voice**. 6. Configure **Bot Settings**. 7. Configure **Bot Goals**. 8. **Save** the bot. 9. Choose whether the bot should remain **Off**, use **Suggestive** mode, or use **Auto-Pilot**. 10. Or click **Go to Advanced Settings** to continue configuring the bot. ![Guided Form Setup (image 1 of 3)](https://jumpshare.com/share/7kduus0F7Obz5gXKPcNl+/GIF+Recording+2026-06-03+at+20.06.38.gif) **Guided Form Setup (image 1 of 3)** This animation appears in the "Guided Form Setup" section of "How to Set Up a Conversation AI Bot". The text alongside this image reads: Go to AI Agents > Conversation AI > + Create Bot. Select Guided Form Setup. Click Create New Bot. Choose the bot type, such as: Select or create a Brand Voice. Configure Bot Settings. Configure Bot Goals. Save the bot. Choose whether the bot should remain Off, use Suggestive mode, or use…. The navigation path used here is AI Agents > Conversation AI. This part of the guide covers 6 fields, listed below. Immediately after, the guide continues: Prompt Based Bot setup is best for users who are comfortable writing detailed prompts and want more control over the bot’s personality, goals, actions, and behavior. - Path: AI Agents > Conversation AI - Where to go: Go to AI Agents > Conversation AI > + Create Bot. Select Guided Form Setup. Click Create New Bot. Choose the bot type, such as: Select or create a Brand Voice. Configure Bot Settings. Configure Bot Goals. Save the bot. Choose whether the bot should remain Off, use Suggestive mode, or use Auto-Pilot. Or click Go to Advanced Settings to continue configuring the bot. - Fields: Simple lead capture, Appointment booking, General Q&A, Basic objectives and information collection, A beginner-friendly bot setup experience, Appointment Booking - Controls: AI Agents, Conversation AI, + Create Bot, Guided Form Setup, Create New Bot, General Q&A, Appointment Booking, Brand Voice, Bot Settings, Bot Goals, Save, Off - Next: Prompt Based Bot setup is best for users who are comfortable writing detailed prompts and want more control over the bot’s personality, goals, actions, and behavior. Full procedure: 1. Simple lead capture 2. Appointment booking 3. General Q&A 4. Basic objectives and information collection 5. A beginner-friendly bot setup experience ### **Prompt Based Bot** Prompt Based Bot setup is best for users who are comfortable writing detailed prompts and want more control over the bot’s personality, goals, actions, and behavior. **IMPORTANT:** Selecting a **"Bot Template"** when creating your bot will **ONLY** affect the **"Prompts"** for your conversation AI bot. You can always overwrite anything added from the template you selected, but if you select a template, GHL Customer Care will populate the following areas for you to create foundational bot prompts. **Use Prompt Based Bot when you need:** - More personalized bot behavior - Custom instructions and prompts - LLM model selection - Custom bot personality and goals - Actions such as appointment booking, workflow triggers, human handover, stop bot, transfer bot, auto follow-up, and conversation summaries **To create a Prompt Based Bot:** **Note:** Prompt quality directly impacts the bot’s performance. For guidance on writing better prompts, refer to **[AI Prompting 101](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-goals-prompts-and-actions/ai-prompting-101)** and **[Customize your AI responses using Prompts](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-goals-prompts-and-actions/how-to-customize-conversation-ai-agent-responses-with-prompts-and-instructions)**. 1. Go to **AI Agents** > **Conversation AI** > **\+ Create Bot**. 2. Select **Prompt Based Bot**. 3. Choose one of the available options, such as: - **General Q&A** - **Appointment Booking** - **Marketplace Template** - **Start from Scratch** 4. Continue into the bot editor. 5. Configure **Bot Settings**. 6. Configure **Bot Training**. 7. Configure **Bot Goals** using prompts, model settings, and actions. ![Prompt Based Bot (image 2 of 3)](https://jumpshare.com/share/oqJ6o7bnzYQSqoHRlYze+/GIF+Recording+2026-06-03+at+20.12.45.gif) **Prompt Based Bot (image 2 of 3)** This animation appears in the "Prompt Based Bot" section of "How to Set Up a Conversation AI Bot". The text alongside this image reads: Go to AI Agents > Conversation AI > + Create Bot. Select Prompt Based Bot. Choose one of the available options, such as: Continue into the bot editor. Configure Bot Settings. Configure Bot Training. Configure Bot Goals using prompts, model settings, and actions. The navigation path used here is AI Agents > Conversation AI. This part of the guide covers 8 fields, listed below. Immediately after, the guide continues: Flow Based Builder is best for advanced users who need visual logic, branching, and multi-step conversation paths. This setup method works well for more complex lead qualification, nurturing, and appointment flows. - Path: AI Agents > Conversation AI - Where to go: Go to AI Agents > Conversation AI > + Create Bot. Select Prompt Based Bot. Choose one of the available options, such as: Continue into the bot editor. Configure Bot Settings. Configure Bot Training. Configure Bot Goals using prompts, model settings, and actions. - Fields: More personalized bot behavior, Custom instructions and prompts, LLM model selection, Custom bot personality and goals, General Q&A, Appointment Booking, Marketplace Template, Start from Scratch - Controls: "Bot Template", ONLY, "Prompts", AI Prompting 101, AI Agents, Conversation AI, + Create Bot, Prompt Based Bot, General Q&A, Appointment Booking, Marketplace Template, Start from Scratch - Next: Flow Based Builder is best for advanced users who need visual logic, branching, and multi-step conversation paths. This setup method works well for more complex lead qualification, nurturing, and appointment flows. Full procedure: 1. More personalized bot behavior 2. Custom instructions and prompts 3. LLM model selection 4. Custom bot personality and goals 5. Actions such as appointment booking, workflow triggers, human handover, stop bot, transfer bot, auto follow-up, and conversation summaries ### **Flow Based Builder** Flow Based Builder is best for advanced users who need visual logic, branching, and multi-step conversation paths. This setup method works well for more complex lead qualification, nurturing, and appointment flows. **Note:** For detailed setup instructions, refer to **[Conversation AI Flow Builder](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai/conversation-ai-flow-builder)**. **Use Flow Based Builder when you need:** - Visual flow-based setup - Advanced lead qualification - Multi-step objectives - Complex logic and branching - Advanced appointment booking flows - More control over how contacts move through the conversation **To create a Flow Based Builder bot:** 1. Go to **AI Agents** > **Conversation AI** > **\+ Create Bot**. 2. Select **Flow Based Builder**. 3. Click **Create New Bot**. 4. Continue into the bot editor. 5. Configure **Bot Settings**. 6. Configure **Bot Training**. 7. Open **Bot Goals**. 8. Click **Launch Flow Builder** to create the visual conversation flow. 9. Configure global bot behavior, including: - Tone - Personality and style - Conversation intent - Additional business information - Business context 10. Configure available **actions** such as: - Stop bot - [Human handover](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-goals-prompts-and-actions/conversation-ai-human-handover-action)  - [Auto follow-up](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-goals-prompts-and-actions/conversation-ai-auto-follow-up-action)  11. Configure [appointment-related options](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-goals-prompts-and-actions/appointment-booking-in-conversation-ai), if needed. 12. Enable [conversation summaries](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai/how-to-generate-conversation-summaries-and-transcript-in-conversation-ai), if needed. ![Flow Based Builder (image 3 of 3)](https://jumpshare.com/share/YeLzR1fazmgmTMIrSmAw+/GIF+Recording+2026-06-03+at+20.23.24.gif) **Flow Based Builder (image 3 of 3)** This animation appears in the "Flow Based Builder" section of "How to Set Up a Conversation AI Bot". The text alongside this image reads: Go to AI Agents > Conversation AI > + Create Bot. Select Flow Based Builder. Click Create New Bot. Continue into the bot editor. Configure Bot Settings. Configure Bot Training. Open Bot Goals. Click Launch Flow Builder to create the visual conversation flow. Configure global bot behavior…. The navigation path used here is AI Agents > Conversation AI. This part of the guide covers 12 fields, listed below. Immediately after, the guide continues: Q: Do I need to create a new bot, or can I edit an existing one? You can do either. To edit an existing bot, go to AI Agents > Conversation AI > Agent List, then click the bot name or use the three-dot menu and select Edit. - Path: AI Agents > Conversation AI - Where to go: Go to AI Agents > Conversation AI > + Create Bot. Select Flow Based Builder. Click Create New Bot. Continue into the bot editor. Configure Bot Settings. Configure Bot Training. Open Bot Goals. Click Launch Flow Builder to create the visual conversation flow. Configure global bot behavior, including: Configure available actions such as: Configure appointment-related options, if needed. Enable conversation summaries, if needed. - Fields: Visual flow-based setup, Advanced lead qualification, Multi-step objectives, Complex logic and branching, Advanced appointment booking flows, More control over how contacts move through the conversation, Configure global bot behavior, including:, Tone, Personality and style, Conversation intent, Additional business information, Business context - Controls: Conversation AI Flow Builder, AI Agents, Conversation AI, + Create Bot, Flow Based Builder, Create New Bot, Bot Settings, Bot Training, Bot Goals, Launch Flow Builder, actions - Next: Q: Do I need to create a new bot, or can I edit an existing one? You can do either. To edit an existing bot, go to AI Agents > Conversation AI > Agent List, then click the bot name or use the three-dot menu and select Edit. Full procedure: 1. Visual flow-based setup 2. Advanced lead qualification 3. Multi-step objectives 4. Complex logic and branching 5. Advanced appointment booking flows 6. More control over how contacts move through the conversation --- ## **Frequently Asked Questions** **Q: Do I need to create a new bot, or can I edit an existing one?** You can do either. To edit an existing bot, go to **AI Agents > Conversation AI > Agent List**, then click the bot name or use the three-dot menu and select **Edit**. **Q: Which setup method should I choose?** Use **Guided Form Setup** for simple lead capture, appointment booking, or general Q&A. Use **Prompt Based Bot** if you are comfortable writing detailed prompts. Use **Flow Based Builder** if you need advanced logic, branching, and multi-step conversation paths. **Q: Does the bot respond immediately after I save it?** Not necessarily. New bots may be set to **Off** by default. Review the bot status and switch it to **Suggestive** or **Auto-Pilot** when you are ready. **Q: What is the difference between Suggestive and Auto-Pilot?** Suggestive mode creates reply suggestions for your team to review and send manually. Auto-Pilot sends replies automatically based on the bot’s configuration. **Q: Should I test the bot before using Auto-Pilot?** Yes. Test lead capture, FAQs, appointment booking, unknown questions, and any workflow-related behavior before enabling Auto-Pilot. **Q: Can the bot collect contact information?** Yes. The bot can collect details such as name, email, phone number, street address, city, and custom question  responses depending on the setup. **Q: Can Conversation AI book appointments?** Yes. If appointment booking is enabled, the bot can help contacts schedule appointments based on the calendar configuration available in your setup. **Q: What happens if the bot does not know the answer?** You can configure email notifications so selected users are alerted when the bot cannot answer a question. **Q: Can I customize how the bot sounds?** Yes. You can select or create a Brand Voice, add instructions, configure bot goals, and adjust response settings to  align the bot with your business tone. --- ### **Related Articles** - [Guided Form Based Setup for Conversation AI](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai/guided-form-based-setup-for-conversation-ai)  - [Conversation AI Flow Builder](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai/conversation-ai-flow-builder)  - [Training Your Conversation AI Bot](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-training-bots/training-your-conversation-ai-bot)  - [Conversation AI - Primary vs Non-Primary Bots](https://docs.ghlcustomercare.com/docs/ai-employee/getting-started-w-conversation-ai/conversation-ai-primary-vs-non-primary-bots)  - [Conversation AI - Advanced Settings Overview](https://docs.ghlcustomercare.com/docs/ai-employee/getting-started-w-conversation-ai/conversation-ai-advanced-settings-overview)  - [Appointment Booking in Conversation AI](https://docs.ghlcustomercare.com/docs/ai-employee/conversation-ai-goals-prompts-and-actions/appointment-booking-in-conversation-ai) --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com