What Conversation AI does
The Conversation AI talks with your leads for you over SMS, email, and WhatsApp, with optional AI voice calls. It works from profiles. Each profile is a recipe: a prompt, qualification questions, stop rules, and a handoff checklist.
In a conversation, the AI asks for missing details naturally, the way a person would. It writes what it learns back to the contact record as it goes.
When a lead is qualified and everything you require has been collected, the AI stops messaging, records a handoff, and notifies you. It also stops and hands the lead to you when the lead asks for a human, opts out, or needs urgent help.
The Conversation AI is available on plans that include AI.
Profiles
You create profiles from the Conversation AI screen. Each profile has a name and a type. The types are:
- Lead qualifier.
- Old lead reactivation.
- Customer support.
- Appointment reminder.
- General.
Every profile has an Enabled toggle. A new profile starts disabled, and duplicating a profile always creates the copy disabled, so nothing starts replying until you turn it on. You can delete a profile you no longer need.
"Turn on auto-reply" is the one-click start. It makes sure an enabled profile exists and switches on automatic replies for your channels.
The prompt
Each profile carries a prompt made of sections:
- Identity
- Business and Contact Context
- Outcomes
- Qualification Questions
- Disqualification Rules
- Terminal Stop Rules
- Completion Signal
- Handoff Rules
- Tone and Language
- Compliance Boundaries
- Channel and Follow-up Behavior
A helper can add missing sections, and it warns you when the prompt is missing required ones.
You also choose a tone: friendly professional, warm conversational, direct and efficient, calm and helpful, or polished agent.
Rules: questions, disqualification, and stop rules
Three editable lists shape how the AI works. Each starts with sensible defaults you can change.
- Qualification questions: what the AI must learn about a lead. The defaults include service area, product or service requested, and best callback time.
- Disqualification rules: when a lead is not a fit.
- Terminal stop rules: when the AI must stop immediately, like an opt-out, a lead who is clearly not interested, or spam or abuse.
Handoff: when the AI hands the lead to you
The handoff settings decide how the AI passes a lead back to you.
- Required handoff fields: the details that must be collected before the AI hands the lead to you. The editor warns you if the list is too weak to be useful, and handoff instructions are required before a profile can be enabled.
- Handoff message: the instructions for what happens at handoff.
Handoff notifications go to email addresses and SMS numbers you list, plus Telegram if your team connected it. You connect Telegram under Settings, then Connections. Each notification includes who the lead is, what was learned, what is still missing, and a link that opens the conversation in the inbox.
Channels
You choose the allowed channels: SMS, which is shown as Phone, Email, and WhatsApp. At least one channel stays on.
Order the channels by priority, and set which one the AI prefers to steer the lead toward. The "prefer to talk on" setting includes a no preference option.
WhatsApp conversations follow Meta's 24-hour customer service window.
Follow-up method
The follow-up settings control the pace of the conversation.
- Reply delays: a minimum and maximum number of seconds between replies, so the AI feels human. The defaults are 20 and 90 seconds.
- Follow-ups: how many times the AI follows up, from 0 to 10, with a default of 3, inside a window measured in days, with a default of 7.
- Custom cadence: an optional schedule like "4h, 1d, 2d, 4d". Leave it empty and follow-ups are evenly spaced across the window.
Delivery hours
Set a start hour, an end hour, and the delivery days. The default is 8 to 21, every day.
Four separate switches give you finer control:
- Allow fresh-lead replies after hours. Default on.
- Allow inbound replies anytime. Default on.
- Keep follow-ups inside delivery hours. Default on.
- Keep campaigns inside delivery hours. Default on.
Voice calls
AI voice calls are a separate toggle, off by default. The toggle appears only on plans that include voice features.
When you turn voice on, pick a voice from the list. Each option has an audio preview so you can hear it before you choose. You can also set a spoken AI disclosure line of up to 300 characters that tells the person they are talking with an AI.
Reactivation campaigns
Old lead reactivation profiles add a campaign panel. There you set:
- The campaign name.
- How old a lead must be to count as stale. The default is 30 days.
- How many contacts to contact per run, from 1 to 500, with a default of 25.
- Per-hour and per-day send caps. The defaults are 10 per hour and 50 per day.
- A send window.
- An Activate switch.
Before you activate, a preview shows the eligible contacts and anyone who is missing SMS consent. SMS consent is always required for campaigns, and that toggle is locked on.
Session health
The Session Health panel at the top of the screen shows whether sessions are healthy or need attention, why anything is paused, and which paused reasons recover automatically.
Most pauses recover on the lead's next message, or automatically after you fix the cause, like adding wallet funds. Two pauses stay until you change them back: turning the employee off, and pausing automation from the inbox.
A pause never interrupts a message mid-send. It gates the next turn, so a conversation stops cleanly at a natural point.
Costs
Every AI turn draws on your wallet. If the wallet runs out, sessions pause with an insufficient funds marker and resume automatically once funds are available. See Billing and wallet.
Test before you trust it
The Test/Train sandbox simulates a conversation against your saved profile. Save your changes first, then run the sandbox. It shows what the AI would reply and the decision behind each reply, so you can check the behavior before a real lead ever sees it.