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Conversation AI

AI that replies to texts, chats, social and WhatsApp messages using your knowledge base.

Why it matters

Leads get an answer even when the team is busy.

The HLB difference

Trained on your services, pricing notes and FAQs.

How it works

Let AI answer texts, chats, social and WhatsApp messages using your own business info.

  • In suggestive mode, the AI can draft a reply and suggest next steps, like updating a contact field or booking an appointment. Switch on the actions you want, then send the reply and run them together in one step.
  • Group your Conversation AI agents into folders by team or purpose, such as sales, support or after hours, and switch between table and grid views. The agents list shows which channels each agent is set up on, so you can spot any agent that has no channel yet.
  • Assign each Conversation AI bot to its own channels from its deploy settings, with no workflow needed to turn it on. Route conversations by page, phone number, chat widget or contact tags, so one bot can greet new leads while another helps existing customers.
  • Connect your AI to your other business tools so it can look up job, order or booking details during a chat and reply with the latest info.
  • Test your AI with a sample message, then let HLB suggest and score improved instructions before you save any changes.

Let your AI look up live details from your other tools

Customers asking when the tech will arrive or whether their part is in can get an answer in the chat, and your office spends less time on lookup calls.

Your AI can now pull details from the other systems you use while it chats with a customer. When someone shares a job or order number, it can check the latest status in your scheduling or field service tool and reply with what it finds. You decide when the lookup runs, which details the AI can see and how it uses them, and saved login keys stay hidden.

See also Inbound and outbound webhooks, Advanced API access and AI knowledge bases.

Fine-tune your AI's instructions from a test chat

Tune how your AI handles pricing, service area and booking questions with clear side-by-side results instead of guesswork, so it sounds more like your best front desk person.

Send your AI a sample customer message, then ask HLB to suggest better instructions based on how it replied. It runs practice conversations, scores each version and shows exactly what changed, so you can pick the one that sounds right. Your live AI stays as it is until you save. This is an early access feature you can switch on in settings.

See also AI knowledge bases and Human handover.

Conversation AI replies to customers on channels such as SMS, Facebook and Instagram, using your instructions and trained business information. For a cleaning company or dental office, it can answer common questions, collect details and book appointments while your team is busy.

You can build a bot in two ways:

  • Guided form setup: choose General Q&A or Appointment Booking, pick a brand voice, select channels, choose the contact details to collect, add objectives and connect a calendar. You can let the bot cancel or reschedule appointments, trigger workflows after booking, email you when it does not know an answer and create conversation summaries.
  • Flow builder: lay out the conversation visually with AI actions such as capture information, book appointment, AI splitter, custom message, transfer bot and end conversation.

Bot Goals set the personality, intent and additional information the bot follows. They also hold actions such as booking appointments, triggering workflows and saving contact info to empty fields. Stop Bot scenarios end replies when a customer says something like goodbye, with a final message and an optional reactivation timer.

Each bot can be Off, Suggestive (it drafts replies for your team to review and send) or Auto Pilot. Working Hours, a Labs feature, lets you set a schedule for each bot by channel and timezone, with after-hours auto-replies and team notifications.

To see why the AI said something, click the AI icon next to a message. You can view its prompt, the knowledge sources it used, the chat history and the actions it took. You can edit a knowledge source from there to improve future replies.

Save more contact field types from AI conversations

Let a conversation agent save customer answers into radio buttons, checkboxes, dropdowns and phone fields. Review the available choices in the agent settings and test how answers map to your contact fields.

Related features

Ready to put this to work in your business?

Start onboarding with the Max Digital Edge team and get set up on Hot Local Business.

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