One of the most transformative improvements we can make in conversational AI is teaching it to identify and respond based on contact type - whether the person engaging is a lead, prospect, or existing client. Conversations are fundamentally different depending on this context, and aligning AI tone, intent, and actions accordingly can supercharge engagement and trust.

When a conversation is happening inside HighLevel, the AI isn’t always starting from scratch, often times, it’s starting from a contact record packed with valuable insights.

But right now, HighLevel’s Conversational AI often treats every contact the same, whether it’s a brand-new lead, a current client, or someone deep in a sales pipeline. That’s a missed opportunity. Not to mention, it seems to be falling short in its contextual understanding of the active conversation, or conversations it had previously with the same contact record.

***The AI should adapt its conversations based on who it’s talking to, and what it already knows.

Why This Matters

Leads need trust-building, clear value, and helpful next steps.

Clients deserve efficient, informed, and personalized support.

Asking a client to book an appointment they already booked in the same chat is frustrating and totally avoidable. (See the attached for a rediculous conversation that happened despite having enabled the setting that is supposed to "Pause the AI for X Days after scheduling an appointment")

HighLevel already has the tools to make this possible:

The CRM contact record contains contact type, tags, notes, previous messages, workflows, and more.

The conversation thread often includes all the context needed to guide AI behavior intelligently.

If the AI can recognize:

Who it's speaking to (lead vs. client)

What’s already been said or done (e.g. an appointment booked minutes ago)

…it can dramatically improve how it communicates and serve its real purpose — helping users build relationships and close business.

What This Could Look Like

Pull contact type or tags directly from the record

Use recent message history to avoid repeating actions

Route or respond differently based on known status (e.g., skip intro flows for clients)

Allow admins to set different AI behavior profiles for leads vs. clients

The Result

A smarter, more human-like AI that doesn't just reply but remembers, understands, and adapts.

HighLevel has all the data.

Let’s help the AI use it.