# Workflow Actions - Conversation AI > Use the Conversation AI Bot workflow action to ask a question, wait for a reply, branch on conditions, pick a channel, and leverage prompt context effectively. - Source: https://docs.ghlcustomercare.com/docs/workflows/workflow-actions/workflow-actions-conversation-ai - Section: Workflows / Workflow Actions - Reading time: 2 min - Images: 14, each explained below --- Use the Conversation AI Workflow Action to send AI-generated message, wait for the contact’s reply, and route the workflow using branches and conditions. This article shows how to use the Conversation AI Workflow Action in GHL Customer Care. --- **TABLE OF CONTENTS** - [What is the Conversation AI Workflow Action?](#what-is-the-conversation-ai-workflow-action)[](#key-benefits-of-conversation-ai-workflow-action) - [Key Benefits of Conversation AI Workflow Action](#key-benefits-of-conversation-ai-workflow-action)[](#how-to-setup-conversation-ai-workflow-action) - [How To Setup Conversation AI Workflow Action](#how-to-setup-conversation-ai-workflow-action)[](#frequently-asked-questions) - [Frequently Asked Questions](#frequently-asked-questions)[](#related-articles) - [Related Articles](#related-articles) --- # **What is the Conversation AI Workflow Action?** The Conversation AI Workflow Action sends a single AI-generated message to a contact, waits for a reply, and routes the workflow based on the contact’s response. It uses your bot’s prompt settings and training to craft the reply and supports branching for different outcomes. --- ## **Key Benefits of Conversation AI Workflow Action** - **Targeted outreach:** Ask a specific question and wait for a direct reply from the contact. - **Smart routing:** Evaluate the contact’s response against branches and conditions to guide next steps. - **Prompt-aware replies:** Combine Personality, Additional Instructions, the Question, training data, and conversation history for context. - **Channel choice:** Send on a selected channel (SMS, Facebook, WhatsApp, Live Chat, Instagram). --- ## **How To Setup Conversation AI Workflow Action** Follow these steps to add the action to a workflow and configure it for consistent, predictable outcomes. 1. Log in to your sub-account. 2. Go to **Automations > Workflows**. ![Step 2 of 16: Go to Automations > Workflows](https://jumpshare.com/share/Cnveqtr2TxPJeI2Wif1E+/Screen+Shot+2026-01-05+at+6.02.58+PM.png) **Step 2 of 16: Go to Automations > Workflows** This screenshot accompanies step 2 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you go to Automations > Workflows. For context, this section explains: Follow these steps to add the action to a workflow and configure it for consistent, predictable outcomes. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to create a new workflow or open an existing one. - Path: Automations > Workflows - Where to go: Go to Automations > Workflows. - Fields: Configure Branches & Conditions: - Controls: Automations > Workflows, new, workflow, open, existing, + Add New Trigger, trigger, Reply Channel, +, add, Action, Conversation AI - Next: Create a new workflow or open an existing one. Full procedure: 1. Log in to your sub-account. 2. Go to Automations > Workflows. <- this image 3. Create a new workflow or open an existing one. 4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). 5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. 6. You can Toggle Advanced Bot Configuration to override the bot’s defaults: 7. In Question, enter the message the bot should send. You can use custom values. 8. Set Timeout (how long to wait for a reply) in minutes, hours, or days. 9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. 10. Turn on Skip if answered to bypass this action when an answer is given manually. 11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). 12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages). 13. Configure Branches & Conditions: 14. Click Save Action.   3. Create a **new** **workflow** or **open** an **existing** one. ![Step 3 of 16: Create a new workflow or open an existing one](https://jumpshare.com/share/vy9UlWTok3ZfxkZZpVLC+/Screen+Shot+2026-01-05+at+6.04.41+PM.png) **Step 3 of 16: Create a new workflow or open an existing one** This screenshot accompanies step 3 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you create a new workflow or open an existing one. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). - Path: Automations > Workflows - What this covers: Create a new workflow or open an existing one. - Fields: Configure Branches & Conditions: - Controls: new, workflow, open, existing, Automations > Workflows, + Add New Trigger, trigger, Reply Channel, +, add, Action, Conversation AI - Next: Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). Full procedure: 1. Log in to your sub-account. 2. Go to Automations > Workflows. 3. Create a new workflow or open an existing one. <- this image 4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). 5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. 6. You can Toggle Advanced Bot Configuration to override the bot’s defaults: 7. In Question, enter the message the bot should send. You can use custom values. 8. Set Timeout (how long to wait for a reply) in minutes, hours, or days. 9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. 10. Turn on Skip if answered to bypass this action when an answer is given manually. 11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). 12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages). 13. Configure Branches & Conditions: 14. Click Save Action. 4. Click on the **\+ Add New Trigger** button to add a **trigger** (e.g., _Customer Replied_). If needed, set the **Reply Channel** (e.g., SMS). ![Step 4 of 16: Click on the + Add New Trigger button to add a trigger (e.g., Customer…](https://jumpshare.com/share/bfCBKfEABQ5tgCPZfvmk+/GIF+Recording+2026-01-05+at+6.09.00+PM.gif) **Step 4 of 16: Click on the + Add New Trigger button to add a trigger (e.g., Customer…** This animation accompanies step 4 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. - Path: Automations > Workflows - What to click: Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). - Fields: Configure Branches & Conditions: - Controls: + Add New Trigger, trigger, Reply Channel, Automations > Workflows, new, workflow, open, existing, +, add, Action, Conversation AI - Next: Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. Full procedure: 1. Log in to your sub-account. 2. Go to Automations > Workflows. 3. Create a new workflow or open an existing one. 4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). <- this image 5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. 6. You can Toggle Advanced Bot Configuration to override the bot’s defaults: 7. In Question, enter the message the bot should send. You can use custom values. 8. Set Timeout (how long to wait for a reply) in minutes, hours, or days. 9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. 10. Turn on Skip if answered to bypass this action when an answer is given manually. 11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). 12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages). 13. Configure Branches & Conditions: 14. Click Save Action. 5. Click **+** to **add** an **Action** and search for **Conversation AI**. Select **Conversation AI** action and **name** the action. ![Step 5 of 16: Click + to add an Action and search for Conversation AI. Select…](https://jumpshare.com/share/bF6jf5XN5BBWxB30m7Tv+/GIF+Recording+2026-01-05+at+6.10.58+PM.gif) **Step 5 of 16: Click + to add an Action and search for Conversation AI. Select…** This animation accompanies step 5 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to you can Toggle Advanced Bot Configuration to override the bot’s defaults. - Path: Automations > Workflows - What to choose: Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. - Fields: Configure Branches & Conditions: - Controls: +, add, Action, Conversation AI, name, Automations > Workflows, new, workflow, open, existing, + Add New Trigger, trigger - Next: You can Toggle Advanced Bot Configuration to override the bot’s defaults: Full procedure: 1. Log in to your sub-account. 2. Go to Automations > Workflows. 3. Create a new workflow or open an existing one. 4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). 5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. <- this image 6. You can Toggle Advanced Bot Configuration to override the bot’s defaults: 7. In Question, enter the message the bot should send. You can use custom values. 8. Set Timeout (how long to wait for a reply) in minutes, hours, or days. 9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. 10. Turn on Skip if answered to bypass this action when an answer is given manually. 11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). 12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages). 13. Configure Branches & Conditions: 14. Click Save Action. 6. You can Toggle **Advanced Bot Configuration** to override the bot’s defaults: - **Personality** — define tone. - **Additional Instructions** — goals/intents and guidance. If left off, the action uses the bot’s existing configuration. ![Step 2 of 2: Additional Instructions — goals/intents and guidance. If left off, the…](https://jumpshare.com/share/Qm7f7HSl3RIU1Y2DOOXN+/Screen+Shot+2026-01-05+at+6.13.16+PM.png) **Step 2 of 2: Additional Instructions — goals/intents and guidance. If left off, the…** This screenshot accompanies step 2 of 2 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you additional Instructions — goals/intents and guidance. If left off, the action uses the bot’s existing configuration. This part of the guide covers 1 field, listed below. - What this covers: Additional Instructions — goals/intents and guidance. If left off, the action uses the bot’s existing configuration. - Fields: Configure Branches & Conditions: - Controls: Additional Instructions, Automations > Workflows, new, workflow, open, existing, + Add New Trigger, trigger, Reply Channel, +, add, Action Full procedure: 1. Personality — define tone. 2. Additional Instructions — goals/intents and guidance. If left off, the action uses the bot’s existing configuration. <- this image 7. In **Question**, enter the message the bot should send. You can use **custom values**. ![Step 7 of 16: In Question, enter the message the bot should send. You can use custom…](https://jumpshare.com/share/LJfRkkxyunVJWekHEvjX+/Screen+Shot+2026-01-05+at+6.18.07+PM.png) **Step 7 of 16: In Question, enter the message the bot should send. You can use custom…** This screenshot accompanies step 7 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you in Question, enter the message the bot should send. You can use custom values. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to set Timeout (how long to wait for a reply) in minutes, hours, or days. - Path: Automations > Workflows - What to fill in: In Question, enter the message the bot should send. You can use custom values. - Fields: Configure Branches & Conditions: - Controls: Question, custom values, Automations > Workflows, new, workflow, open, existing, + Add New Trigger, trigger, Reply Channel, +, add - Next: Set Timeout (how long to wait for a reply) in minutes, hours, or days. Full procedure: 1. Log in to your sub-account. 2. Go to Automations > Workflows. 3. Create a new workflow or open an existing one. 4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). 5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. 6. You can Toggle Advanced Bot Configuration to override the bot’s defaults: 7. In Question, enter the message the bot should send. You can use custom values. <- this image 8. Set Timeout (how long to wait for a reply) in minutes, hours, or days. 9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. 10. Turn on Skip if answered to bypass this action when an answer is given manually. 11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). 12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages). 13. Configure Branches & Conditions: 14. Click Save Action. 8. Set **Timeout** (how long to wait for a reply) in minutes, hours, or days. ![Step 8 of 16: Set Timeout (how long to wait for a reply) in minutes, hours, or days](https://jumpshare.com/share/Iyf2Vr0lac1J5m629Iv7+/Screen+Shot+2026-01-05+at+6.40.18+PM.png) **Step 8 of 16: Set Timeout (how long to wait for a reply) in minutes, hours, or days** This screenshot accompanies step 8 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you set Timeout (how long to wait for a reply) in minutes, hours, or days. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. - Path: Automations > Workflows - What this covers: Set Timeout (how long to wait for a reply) in minutes, hours, or days. - Fields: Configure Branches & Conditions: - Controls: Timeout, Automations > Workflows, new, workflow, open, existing, + Add New Trigger, trigger, Reply Channel, +, add, Action - Next: Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. Full procedure: 1. Log in to your sub-account. 2. Go to Automations > Workflows. 3. Create a new workflow or open an existing one. 4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). 5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. 6. You can Toggle Advanced Bot Configuration to override the bot’s defaults: 7. In Question, enter the message the bot should send. You can use custom values. 8. Set Timeout (how long to wait for a reply) in minutes, hours, or days. <- this image 9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. 10. Turn on Skip if answered to bypass this action when an answer is given manually. 11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). 12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages). 13. Configure Branches & Conditions: 14. Click Save Action. 9. Choose **Channel** (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. ![Step 9 of 16: Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155061913669/original/elqM3Z7dxdMtcPTx0vnTsHFZbE_K-o6c-g.png) **Step 9 of 16: Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp…** This screenshot accompanies step 9 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to turn on Skip if answered to bypass this action when an answer is given manually. - Path: Automations > Workflows - What to choose: Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. - Fields: Configure Branches & Conditions: - Controls: Channel, Automations > Workflows, new, workflow, open, existing, + Add New Trigger, trigger, Reply Channel, +, add, Action - Next: Turn on Skip if answered to bypass this action when an answer is given manually. Full procedure: 1. Log in to your sub-account. 2. Go to Automations > Workflows. 3. Create a new workflow or open an existing one. 4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). 5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. 6. You can Toggle Advanced Bot Configuration to override the bot’s defaults: 7. In Question, enter the message the bot should send. You can use custom values. 8. Set Timeout (how long to wait for a reply) in minutes, hours, or days. 9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. <- this image 10. Turn on Skip if answered to bypass this action when an answer is given manually. 11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). 12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages). 13. Configure Branches & Conditions: 14. Click Save Action. 10. Turn on **Skip if answered** to bypass this action when an answer is given manually. ![Step 10 of 16: Turn on Skip if answered to bypass this action when an answer is given…](https://jumpshare.com/share/rKvHTow1Nfkccibd9KcA+/Screen+Shot+2026-01-05+at+6.44.27+PM.png) **Step 10 of 16: Turn on Skip if answered to bypass this action when an answer is given…** This screenshot accompanies step 10 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you turn on Skip if answered to bypass this action when an answer is given manually. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). - Path: Automations > Workflows - What this covers: Turn on Skip if answered to bypass this action when an answer is given manually. - Fields: Configure Branches & Conditions: - Controls: Skip if answered, Automations > Workflows, new, workflow, open, existing, + Add New Trigger, trigger, Reply Channel, +, add, Action - Next: Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). Full procedure: 1. Log in to your sub-account. 2. Go to Automations > Workflows. 3. Create a new workflow or open an existing one. 4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). 5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. 6. You can Toggle Advanced Bot Configuration to override the bot’s defaults: 7. In Question, enter the message the bot should send. You can use custom values. 8. Set Timeout (how long to wait for a reply) in minutes, hours, or days. 9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. 10. Turn on Skip if answered to bypass this action when an answer is given manually. <- this image 11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). 12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages). 13. Configure Branches & Conditions: 14. Click Save Action. 11. Set **Bot responses limit** (max AI messages before routing to **No Condition Met** if nothing matches). ![Step 11 of 16: Set Bot responses limit (max AI messages before routing to No…](https://jumpshare.com/share/YmfxFtvIE2KRlj0HiMHV+/Screen+Shot+2026-01-05+at+6.49.19+PM.png) **Step 11 of 16: Set Bot responses limit (max AI messages before routing to No…** This screenshot accompanies step 11 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to set Wait time in seconds (delay before the bot replies so it can collect incoming messages). - Path: Automations > Workflows - What this covers: Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). - Fields: Configure Branches & Conditions: - Controls: Bot responses limit, No Condition Met, Automations > Workflows, new, workflow, open, existing, + Add New Trigger, trigger, Reply Channel, +, add - Next: Set Wait time in seconds (delay before the bot replies so it can collect incoming messages). Full procedure: 1. Log in to your sub-account. 2. Go to Automations > Workflows. 3. Create a new workflow or open an existing one. 4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). 5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. 6. You can Toggle Advanced Bot Configuration to override the bot’s defaults: 7. In Question, enter the message the bot should send. You can use custom values. 8. Set Timeout (how long to wait for a reply) in minutes, hours, or days. 9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. 10. Turn on Skip if answered to bypass this action when an answer is given manually. 11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). <- this image 12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages). 13. Configure Branches & Conditions: 14. Click Save Action. 12. Set **Wait time in seconds** (delay before the bot replies so it can collect incoming messages). ![Step 12 of 16: Set Wait time in seconds (delay before the bot replies so it can…](https://jumpshare.com/share/FkWSQGuVTg0AFyp9gJmC+/Screen+Shot+2026-01-05+at+6.56.30+PM.png) **Step 12 of 16: Set Wait time in seconds (delay before the bot replies so it can…** This screenshot accompanies step 12 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you set Wait time in seconds (delay before the bot replies so it can collect incoming messages). The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to configure Branches & Conditions. - Path: Automations > Workflows - What this covers: Set Wait time in seconds (delay before the bot replies so it can collect incoming messages). - Fields: Configure Branches & Conditions: - Controls: Wait time in seconds, Automations > Workflows, new, workflow, open, existing, + Add New Trigger, trigger, Reply Channel, +, add, Action - Next: Configure Branches & Conditions: Full procedure: 1. Log in to your sub-account. 2. Go to Automations > Workflows. 3. Create a new workflow or open an existing one. 4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). 5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. 6. You can Toggle Advanced Bot Configuration to override the bot’s defaults: 7. In Question, enter the message the bot should send. You can use custom values. 8. Set Timeout (how long to wait for a reply) in minutes, hours, or days. 9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. 10. Turn on Skip if answered to bypass this action when an answer is given manually. 11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). 12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages). <- this image 13. Configure Branches & Conditions: 14. Click Save Action. 13. Configure **Branches & Conditions**: - **Time Out** and **No Condition Met** are always present and cannot be removed. - Add additional branches and define clear matching conditions. ![Step 2 of 2: Add additional branches and define clear matching conditions](https://jumpshare.com/share/AjykLyHb5QowrR8oGyr2+/Screen+Shot+2026-01-05+at+7.00.05+PM.png) **Step 2 of 2: Add additional branches and define clear matching conditions** This screenshot accompanies step 2 of 2 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you add additional branches and define clear matching conditions. This part of the guide covers 1 field, listed below. - What this covers: Add additional branches and define clear matching conditions. - Fields: Configure Branches & Conditions: - Controls: Automations > Workflows, new, workflow, open, existing, + Add New Trigger, trigger, Reply Channel, +, add, Action, Conversation AI Full procedure: 1. Time Out and No Condition Met are always present and cannot be removed. 2. Add additional branches and define clear matching conditions. <- this image 14. Click **Save Action**. ![Step 14 of 16: Click Save Action](https://jumpshare.com/share/Fu4hWxk9goP3Uelzlt3C+/Screen+Shot+2026-01-05+at+7.01.26+PM.png) **Step 14 of 16: Click Save Action** This screenshot accompanies step 14 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you click Save Action. For context, this section explains: Follow these steps to add the action to a workflow and configure it for consistent, predictable outcomes. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. The next step is to use Test Workflow to validate before going live. (Optional but recommended). - Path: Automations > Workflows - How to confirm: Click Save Action. - Fields: Configure Branches & Conditions: - Controls: Save Action, Automations > Workflows, new, workflow, open, existing, + Add New Trigger, trigger, Reply Channel, +, add, Action - Next: Use Test Workflow to validate before going live. (Optional but recommended) Full procedure: 1. Log in to your sub-account. 2. Go to Automations > Workflows. 3. Create a new workflow or open an existing one. 4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). 5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. 6. You can Toggle Advanced Bot Configuration to override the bot’s defaults: 7. In Question, enter the message the bot should send. You can use custom values. 8. Set Timeout (how long to wait for a reply) in minutes, hours, or days. 9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. 10. Turn on Skip if answered to bypass this action when an answer is given manually. 11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). 12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages). 13. Configure Branches & Conditions: 14. Click Save Action. <- this image 15. Use **Test Workflow** to validate before going live. (Optional but recommended) 16. **Publish** the workflow and **Save**. ![Step 16 of 16: Publish the workflow and Save](https://jumpshare.com/share/IvN5fTCvGjB0oqXcl0oz+/Screen+Shot+2026-01-05+at+7.04.38+PM.png) **Step 16 of 16: Publish the workflow and Save** This screenshot accompanies step 16 of 16 in the "How To Setup Conversation AI Workflow Action" section of "Workflow Actions - Conversation AI". At this point in the walkthrough you publish the workflow and Save. For context, this section explains: Follow these steps to add the action to a workflow and configure it for consistent, predictable outcomes. The navigation path used here is Automations > Workflows. This part of the guide covers 1 field, listed below. - Path: Automations > Workflows - How to confirm: Publish the workflow and Save. - Fields: Configure Branches & Conditions: - Controls: Publish, Save, Automations > Workflows, new, workflow, open, existing, + Add New Trigger, trigger, Reply Channel, +, add Full procedure: 1. Log in to your sub-account. 2. Go to Automations > Workflows. 3. Create a new workflow or open an existing one. 4. Click on the + Add New Trigger button to add a trigger (e.g., Customer Replied). If needed, set the Reply Channel (e.g., SMS). 5. Click + to add an Action and search for Conversation AI. Select Conversation AI action and name the action. 6. You can Toggle Advanced Bot Configuration to override the bot’s defaults: 7. In Question, enter the message the bot should send. You can use custom values. 8. Set Timeout (how long to wait for a reply) in minutes, hours, or days. 9. Choose Channel (one per action): SMS, Facebook, Instagram, WhatsApp, or Live Chat. 10. Turn on Skip if answered to bypass this action when an answer is given manually. 11. Set Bot responses limit (max AI messages before routing to No Condition Met if nothing matches). 12. Set Wait time in seconds (delay before the bot replies so it can collect incoming messages). 13. Configure Branches & Conditions: 14. Click Save Action. --- ## **Frequently Asked Questions** **Q: What happens if the contact doesn’t reply?** The workflow follows the **Time Out** branch. **Q: What if no condition matches the contact’s reply?** The workflow follows the **No Condition Met** branch. **Q: Can I add more branches?** Yes. Create additional branches and add conditions to match more outcomes. **Q: What information does the AI use to craft its message?** The AI uses **Personality**, **Additional Instructions**, the **Question**, **Training**, and **Conversation history**. **Q: Which channels are supported?** **SMS, Facebook, WhatsApp, Live Chat, and Instagram** can be selected. --- ### **Related Articles** - [Workflow Builder Walkthrough](https://docs.ghlcustomercare.com/docs/workflows/workflow-builder/workflow-builder-walkthrough) [ ](https://docs.ghlcustomercare.com/docs/workflows/workflow-ai-workflow-actions/workflow-action-gpt-powered-by-openai) - [Workflow Action - GPT Powered by OpenAI](https://docs.ghlcustomercare.com/docs/workflows/workflow-ai-workflow-actions/workflow-action-gpt-powered-by-openai) - [Workflow Action - AI Decision Maker](https://docs.ghlcustomercare.com/docs/workflows/workflow-ai-workflow-actions/workflow-action-ai-decision-maker) - [Workflow Action - Custom Code AI](https://docs.ghlcustomercare.com/docs/workflows/workflow-builder/workflow-action-custom-code-ai) - [AI Powered Email Generation in Workflow Action](https://docs.ghlcustomercare.com/docs/workflows/communication-workflow-actions/ai-powered-email-generation-in-workflow-action) --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com