Conversation stages are the steps your AI Employee follows during a conversation. These stages help guide the flow based on how you’ve set it up—and how users interact with your AI.
Every AI Employee can have a different set of conversation stages, depending on its purpose (e.g., support, sales, booking, onboarding).
What You Can Control in Each Stage #
- Define what the AI should say or do at that stage.
- Allow or restrict the AI from skipping or going back to previous stages.
- Trigger CRM actions based on user inputs or AI actions.
- Adjust the AI’s behavior based on how far along the user is in the conversation.
Example Use Case: HelpBot AI #
- Our internal HelpBot uses a 6-step process tailored to answer specific user questions.
- A standard Customer Service template may include 7 steps, with a step like “Identify Solution” included early on.
- We removed that step because our users usually ask very specific questions, such as:
- “How do I create a pipeline?”
- “How do I edit a contact?”
- “How do I create a pipeline?”
For general support, this works well. But if you’re building a booking bot or pre-sales assistant, the structure might need to allow the AI to revisit previous stages if users ask questions midway through the flow.
Getting Started #
- If you’re new, start with a template to get familiar with how stages work.
- As you gain confidence, use the Custom option to design your own conversation logic from scratch.
Building thoughtful stages gives you fine-grained control over how your AI guides users—and helps ensure it delivers the right responses at the right time.
