Conversation Stages

The conversation stages are the steps your AI bot will go through based on how you set it up, and how your customers interact with your bot. Every bot will have different conversation stages, as different bots are designed to do different things.

In the conversation stages, you can control the flow of the conversation. You can control whether the AI is allowed to skip stages, or move back stages based on how your visitors interact with your AI.

Above, you can see a 6 step process that our HelpBot AI uses.

The standard template for a customer service bot has 7 steps, where step 2 is "identify solution". Depending on how accurate your customers are, or how in depth your training materials are, you may need that step.

We took it out, because existing customers are typically asking very pointed questions, such as "how do I create a pipeline?" or "How do I edit a contact?" etc.

However if the customer, or potential customer was earlier in the buying process, we'd have a completely different setup for a booking bot, and would need to allow the AI to fall back to previous stages, such as customers asking questions mid way through their booking.

To start, use the templates, and as you become more proficient, you'll want to use the custom option and build your own conversation stages.