Creating a conversation bot for your web and mobile channels

What's my plan?

This functionality is part of AI agents.

You can offer more complex, automated conversations through your Web Widget or mobile messaging channels, beyond the basic response setup, by creating a conversation bot to interact with customers before handing them off to an agent.

Note: This article applies to messaging bots for web and mobile messaging channels. If you're using a social messaging channel, see Using bot builder to create a social messaging bot.

This article includes the following topics:

• Creating a new bot
• Cloning a bot

Creating a conversation bot

Creating a conversation bot means you’re adding the ability to use the bot in a channel’s messaging configuration. Until you add a bot to a specific messaging channel and publish it, the default messaging response remains active for that channel.

These instructions assume you have already created a web or mobile messaging channel.

To add a messaging bot

1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
2. Click Manage conversation bots.
3. Click Create bot at the top of the page.

   Alternatively, you can clone an existing bot as a starting point for your new bot.

4. In The basics, enter the information, then click Next.
   • Enter a name for the bot. This name is displayed at the top of the widget where the bot is deployed.
   • Add a custom avatar (optional). The custom avatar replaces the default bot avatar. The image can be a JPG, PNG, or GIF file and it must be smaller than 100KB. An image size of 50x50 pixels gives the best results.
   • If you’re using multiple brands, use the drop-down to select a brand to apply to the bot.
5. In Language, select a bot language from the drop-down for your bot then click Next.
6. In Generative AI, select Turn on generative AI features if you want your bot to use generative replies and bot personas.
7. Click Create bot at the bottom of the page.

A basic bot with a standard response is created with the Behavior tab open, where you can set the bot responses. You can begin adding answers to define its behavior in the Answers tab.

Your new bot remains in draft mode until it is published and connected to a messaging channel.

Cloning a bot

You can clone an existing bot, then use it as the starting point for building a new bot.

To clone an existing bot

1. In Admin Center, click Channels in the sidebar, then select AI agents and automation > AI agents.
2. Click Manage conversation bots.
3. Click the bot's Options icon () and select Clone.

The bot is copied and added to the end of your bot list. It's given the same name as the original bot and appended with (copy).

After you’ve cloned the bot, you can build it by adding, editing, or deleting its answers as needed.