What Is The Conversion AI Bot Feature?
The Ivorey™ Conversation AI Bot helps automate responses across channels like SMS, Web Chat, and social platforms. You can train it to answer questions, book appointments, and handle basic support - either automatically or as suggestions you can approve.
How To Build a New Conversion AI Bot On Ivorey™
To setup your bot, from the main menu of Ivorey™ go to Settings > Conversation AI > then select Create Bot + in the top right corner. For the purpose of this article, then select either a General Q&A or Appointment Setting bot. For the purpose of this article, we'll focus on the General Q&A bot.
On the brand voice screen, insert your brand name, business information (e.g. business hours, website etc), and set the brand tone of voice according to your desire. Under the Additional Options tab, we strongly suggest adding further information about your target audience. Keep the language as simple, clear and easy to understand as possible.
You can feed your answers to ChatGPT and ask it to re-write it using this bonus prompt: "I have written information about my target audience below. I will be using this data to train my AI agent on my brand. Please rewrite this content so it's clear, direct, and easy for an AI agent to understand and use in conversations".
If you have multiple target audiences or language styles, you can setup multiple brand voices. This is helpful if for example, you want to use one bot to provide support to your clients, and then another to respond to leads on social media.
On the Bot Settings screen:
Give your AI Bot a name. For example, your first bot could be for responding to social media DM's - so you might name it "Social Media Bot".
Select the channels you want the bot available on. The options are Instagram, Facebook, SMS, Chat widget SMS, Live Chat or WhatsApp (if you have a paid WhatsApp subscription).
Select 'Make Primary Bot' if it should be used as the main bot that replies to messages on that channel and set the wait time before responding.
Enter the first message that a bot should send to users. In the age of AI, we suggest transparent statements that make it clear the user is speaking to a bot, although this is entirely up to you.
Insert the goals of the bot, e.g. in a social media conversation the main goal could be to generate leads. Therefore, you would prompt the bot to collect the name and email address. Once collected, it will populate those fields against the contacts record in the Ivorey™ CRM.
Select "Skip if already filled" checkbox if you don't want the bot to ask the lead information the system already has.
Toggle "Appointment Bookings" on if you want the bot to be able to directly book appointments. Select the exact calendar that appointments should be made in (e.g. Discovery/Sales call calendar). Also select the workflow that the lead should be enrolled in after booking. The workflow can include steps like tagging the contact and sending a notification/confirmation email to you and/or the contact. If someone already has an active appointment, the bot will stop trying to book and switch to Q&A mode.
Select "Receive Email Notification if The Bot Doesn't Know the Answer" and choose which team member you'd like to receive these notices.
Select the mode of the new AI bot you just built:
Off – Bot is inactive. You can still train and test it, but it won’t respond to contacts. This is the suggesting starting phase.
Suggestive – Bot suggests responses you can edit or send manually. After rigorous testing, we strongly recommend moving to this stage before setting the bot onto auto-pilot.
Auto-Pilot – The bot replies automatically on your behalf. We recommend this as a final stage once all above quality assurance checks have been passed.
How To Train and Test Your Conversation AI Bot
You can train your bot under Settings > Conversation AI > Bot Training:
Add public URLs (e.g. your website, help docs etc)
Create a knowledge base
Manually add question + answer pairs
Any training you do on your Conversation AI bot inside the settings area FREE. You can test the bot (strongly recommended) before turning it onto suggestive or live mode.
Go to Settings > Conversation AI > Bot Trial
Choose the intent (Q&A or Booking)
Send test messages to see how the bot responds
Use 👍 or 👎 to give feedback and improve responses
Update and improve the sources (e.g. knowledge base) to continue improving the responses.
Need Help?
Hit the support chat widget inside Ivorey - we can:
Walk you through any of the steps
Troubleshoot anything that’s not working
We’re here and ready to help via the chat widget in the bottom right of your Ivorey™ account. Or if you are looking for done-for-you support, you can browse our current services here 🤍