HL has decided that Conversation AI and Workflow AI will be native functions.

Shaun Clark could have decided to only incorporate Content AI. He didn't. He said, we are going to use Conversation AI to give small businesses a Live Chat function on their website. I am all in to support his decision.

I will also create a separate suggestion string for Workflow AI.

But this observation applies to the baseline objective of attempting to get an appointment then shifting to Q&A mode.

The bot said: "Great to hear you're gearing up for our one-on-one chat! ... First things first, do you wish to book an appointment ..."

Wait, what? A one-on-one chat IS an appointment! We have achieved that conversation objective. Why is the bot still asking? And how is booking an appointment possibly "first" since we are way past "first" in the conversation?

The bot clearly does not recognize that this contact is a known person, not a new lead. This person has been in the CRM since Mon May 08 2023. The email address is a custom domain and a Google search of the phone number goes directly to the GBP... Plus the business name/company name and website fields are filled in with a domain which matches the email address. So, why would the bot ask for the person's name and business name?

Keith, if you’re looking for a higher level of service check out BB9.ai

This conversation demonstrates 2 issues. 1. Conversation AI asking for the person's name even though the reply channel is FB Messenger and the name is already there in the contact record. 2. I made a manual follow up. Instead of sleeping for 12 hours the AI activated.

I told Conversation AI (in settings) that I want it to ask for name, business name, email, & phone, and if the person is a business owner. However, when the Reply Channel is IG DM and the CRM clearly has collected both first and last name the Conversation AI should include those data fields in the context for its further interactions.

Bottom line: Conversation AI is not talking to the CRM database.

Why does the bot ask for name and phone number when the phone number is right there and the person typed their name?

The bot seems to assume anything that it doesn't understand is an appointment request for a time slot that is already taken.

See in particular the places where I told it "what" and "next available" but it still said the requested time isn't available.

How do I tell it to check the calendar for an opening?

How do I give it a default message?

What will happen if I give it the booking link in the default message?