Marketing

Bots & AI Agents (conversational)

The conversational module brings together bots with their own flow, actions they can run, intents to understand what the customer wants, and lead qualification frameworks. It starts off, and only an administrator turns it on, from the screen itself.

Repetitive service work eats a team alive through questions that keep coming back: pricing, lead times, how to cancel. The conversational module exists so you can design, in one place, what a bot answers, what it knows how to do, how it recognizes the customer's intent and how it scores a lead. It is optional: in practice it stays invisible until somebody turns it on, and while it is off nothing in the system changes.

Turning the module on

In the menu, in the Marketing group, open Bots & AI Agents.
If it is off, the screen shows only the notice that the conversational module is turned off.
Click Enable module. Anyone who does not administer the workspace sees the message Only an administrator can enable this and the button stays unavailable.

Once it is on, the screen has four tabs: Bots, Actions, Intents and Qualification.

Bots

Create a bot with a Name and a Type and click Create. Under Edit you set the Instructions (the behavior in free text), the event Triggers and the flow Blocks. Each block has a type, among message, question, choice, action, handoff to a human, jump and end, and it points to the next block; one of them is marked as the starting block. The CRM validates the design as you work and shows Flow valid or Flow has problems.

Triggers fire the bot when a record is created, when it is updated or when it changes stage, optionally restricted to one object.
Publishing freezes a numbered version of the bot; the version history is immutable.
Archiving takes the bot out of operation without erasing the history.
Only published, active bots are fired by a trigger, and every firing is recorded and does not repeat for the same event.

Actions

Actions are the skills a bot can run. Each action has a type, and today the behavior differs by type: the test action simply echoes back what it received, and the emit event action really does record an event in the bot's history. Actions that call an external service or run an operation in the CRM, on the other hand, stay blocked until the matching integration exists, and they return a clear warning instead of pretending they acted.

Every run is recorded and is idempotent: repeating the same action with the same data does not duplicate it.
An action's default timeout is 15 seconds, adjustable up to 10 minutes, with up to 20 retries.

Intents

Register the intent with a name (for example pricing or cancellation), the Example phrases, one per line, and the Keywords separated by commas. Use Test a message and click Detect intent to see what the system recognizes and with what confidence. As long as at least one intent is registered, the screen shows Intent accuracy from a self-test, which is useful for spotting two intents that are getting confused with each other.

Example: You create the intent cancellation with the phrases I want to cancel my plan, how do I end my contract and I do not want the service anymore, and the keywords cancel, end, terminate. Testing the message I need to end my subscription, the screen answers Detected: cancellation (82%).

💡 Intent detection works by comparing words and examples, with no artificial intelligence cost. The more varied the example phrases you register, the better the recognition, and it still costs nothing.

Qualification

The Qualification tab lists the lead scoring frameworks. BANT, MEDDIC and CHAMP come ready to use, with each one's criteria and weights, and you can adjust them. The score runs from 0 to 100 and the default cutoff for treating a lead as qualified is 70. A framework accepts up to 20 criteria. On this screen the list is for reference: creating and adjusting frameworks are administrator operations.

Limits, permissions and common questions

Creating, editing, publishing and archiving bots, actions and intents requires permission from whoever administers the workspace.
A bot name accepts up to 120 characters; each intent accepts up to 50 example phrases and up to 50 keywords.
What happens if I turn the module off? The screens disappear and the bots stop being fired. Nothing is deleted, and turning it back on restores everything as it was.
I published the bot and it does not answer in the website chat. A published bot is fired by the event triggers you configured; the website chat is a module of its own and does not start being driven by the bot just because it was published.
An action returned an error saying a provider is missing. That is expected for actions that depend on an external integration: configure the integration or use the bot with the actions that already work.

Open this article inside the system →