How to Set Up Conversation AI in Sparkforge

Conversation AI automates customer messaging across every channel connected to your sub-account. This guide walks you from creating a bot to going live with channel assignments, prompts, and appointment booking actions.

What Conversation AI does

Conversation AI replies to inbound messages on SMS, email, Facebook, Instagram, and live chat. You can run multiple bots, assign each one to specific channels, and let one act as the primary handler for everything else.

• Multi-bot support — run separate bots for support, booking, or follow-up.
• Primary bot — one bot handles all inbound messages not picked up by a workflow.
• Workflow integration — non-primary bots respond inside specific workflows.
• Multi-channel — SMS, email, Facebook, Instagram, live chat.
• Real-time testing — chat with the bot during setup, give feedback, refine prompts.
• Appointment actions — send booking links, transfer to another bot, trigger workflows after a booking.

Create a Conversation AI bot

1. Open the Conversation AI dashboard and click Create Bot.
2. Pick a prompt template — General Q&A or Appointment Booking. The template seeds your prompts; you can rewrite anything later.
3. Set bot status: Off (inactive), Suggestive (drafts replies for staff to send), or Auto-Pilot (sends automatically).
4. Assign channels — SMS, email, Facebook, Instagram, live chat. The primary bot handles every assigned channel that isn't claimed by a workflow.
5. Optionally click Set as Primary. Only one primary bot exists per sub-account.

Selecting a template only seeds the prompts. You can rewrite personality, intent, and additional instructions at any time.

Primary vs. non-primary bots

Primary bot

Handles all general inbound conversations not assigned to another bot inside a workflow. Assign every channel you want covered by default.

Non-primary bots

Run inside specific workflows. Match the channels in the workflow to the channels assigned to the bot — a Facebook-only bot won't reply to SMS steps.

Advanced settings

• Wait time before responding — adds a natural delay before the bot replies.
• Maximum message limit — caps how many messages the bot sends per conversation.
• Send bot to sleep — pauses the bot during manual handoffs or workflow steps.

To rename the standard objects shown in the bot UI (for example Contacts or Opportunities), update them at Settings > Objects.

Train the bot

Two tools shape what the bot knows:

• Web Crawler — pulls content from URLs, paths, full domains, or Google Docs into the knowledge base.
• Custom Bot Responses (FAQs) — exact answers for high-priority questions. The bot returns these verbatim when a query matches.

Set bot goals and prompts

The prompt defines personality, intent, and additional instructions:

• Personality — friendly, professional, or formal.
• Intent — resolve queries, generate leads, or provide information.
• Additional information — specific rules, escalation triggers, or boundaries.

For form-based bots, the additional instructions field accepts up to 2,000 characters. Avoid hardcoding calendar slots into prompts — the bot can hallucinate availability.

Appointment booking actions

1. Pick a calendar from the sub-account.
2. Choose Send Booking Link if you want customers to pick their own slot, or let the bot offer times directly.
3. Enable Pause After Booking to stop bot replies once an appointment is confirmed.
4. Use Transfer to Employee to hand off to a specialized bot mid-conversation.
5. Enable Trigger Workflow After Booking for confirmation emails, reminders, or internal alerts. Build the workflow first, then connect it.

Test before going live

The chat window inside Training and Goals lets you talk to the bot at no cost. Use thumbs-up or thumbs-down to teach it. Negative feedback automatically becomes a new FAQ entry. Edit prompts on the fly and reset the conversation without refreshing the page.

Next steps

• Verify the primary bot has every customer-facing channel assigned.
• Build non-primary bots for workflow-specific tasks like booking and recovery.
• Tune wait time, message limits, and FAQs as you collect real conversations.