How to Configure Bot Goals in GoHighLevel

Open your agent

1. Go to AI Agents → Conversation AI.
2. Click Agents List.
3. Click the agent you want to configure. If you do not have one yet, create it first (the help article says Create Bot; our sandbox button reads Create Agent).

Bot Goals are configured per agent, so changes only apply to the agent you select.

Find where the goals live: Actions (or the Bot Goals tab)

The help article says to click Bot Goals inside the agent editor; that is where you define what information the agent should collect and which actions it should take.

In our sandbox, the prompt-based agent opens in the Build view and has no Bot Goals tab. The goals are set in the Actions section on the right ("Configure actions your bot can perform"). Click Setup Your Actions to pick one: API Call, Appointment Booking, Trigger a Workflow, Contact Info, Stop Bot, Human Handover, Transfer Bot, or Auto Followup.

Collect contact details with Contact Info

The help article calls this Information Collection: choose standard fields such as name, email, phone, street address, or city, and add any custom questions or objectives the agent should ask.

In our sandbox, the matching action is Contact Info. Choosing it opens Add Contact Info ("Use this action to update fields for a contact. This action update empty fields only."), with three required fields:

1. Action name (prefilled "Field update 1").
2. Which contact field to be updated.
3. What to update in the field (example placeholder "Eg: birthdate of the contact").

Two notes in the dialog matter. The Tip says to make sure your prompt includes the questions, because the agent can only update the field if the contact provides the information. The Note says that for Name, Email or Phone you should skip this action and add the information directly into your prompt. Use Add new field for more fields.

Custom question examples from HighLevel: what service the contact is interested in, the preferred appointment day, whether the contact is new or returning, the property type before scheduling an estimate, and the issue or reason for contacting the business.

Map the answer to a contact field

The help article calls this Update Contact Field and recommends: add or select the question or objective, open Update Contact Field, choose the field where the answer should be saved, and confirm it matches the type of information being collected.

In our sandbox, open Which contact field to be updated and pick the field. The list starts with Date Of Birth, Contact Source, Contact Type, Business Name, Street Address, City, and Country, and scrolls for more. Name, Email and Phone are not in it.

Example from HighLevel: if the agent asks "What city are you located in?", map the answer to the City field. City is in the live list.

Important: if a question is not mapped to a contact field, the agent may still ask it, but the answer may not automatically update the intended contact field.

Skip if Already Filled (help article)

The help article says to turn on Skip if Already Filled so the agent does not ask for information already on the contact record. For example, if the contact's email address is already saved, the agent can move on to the next missing detail.

Our sandbox's Contact Info dialog has no Skip if Already Filled option. The only related text is its subtitle, "This action update empty fields only."

Add booking and workflow actions, if needed

Appointment Booking, if the agent should help contacts schedule appointments. The help article says to first confirm the correct calendar is configured and available, and notes that booking behavior may depend on calendar availability, routing, and appointment settings.

In our sandbox, the Appointment Booking action opens a dialog ("Define the logic for booking an appointment") with two steps, Calendar Selection and Advanced Options. Choose Single calendar or Multi calendars, then Pick a calendar. Our sandbox has no calendars, so the list showed "No Data", and we did not open Advanced Options.

Trigger a workflow

The help article calls this Trigger Workflow: use it if the agent should start an automation based on the conversation, and make sure the workflow is already created and ready to use.

In our sandbox the action is Trigger a Workflow. Its dialog ("The Employee will trigger the workflows when the condition is satisfied") has Action name, Select one or more published workflows to trigger, and When to trigger the workflow (placeholder "Ex: User agrees to pay for the subscription"). Our sandbox has no published workflows, so the selector list showed "No Data".

Set email alerts and conversation summaries

• Email Notification Settings (help article name), if your team should be notified when the agent does not know an answer or a conversation may need review.
• Conversation Summary, if your team needs a summarized version of bot-handled conversations for faster review or follow-up.

In our sandbox, email settings sit in the Mode section under Email Settings → Configure Email Settings (we did not open it), and the summary toggle is Enable Conversation Summary in Summary Settings (off in our sandbox). For what a summary contains, see our conversation summaries guide.

Save, then test

1. Review the configured goals, then click Save (top right of the editor). The help article warns that unsaved changes may be lost if you leave the page or switch to another area.
2. Send sample customer messages in the Test your agent panel (the help article calls it the test panel). Confirm the agent asks the right questions, updates the correct fields, and triggers the expected actions.

HighLevel suggests testing a new lead with no contact information, an existing contact with some fields already filled, a contact asking to book an appointment, and a contact asking something the bot may not know.

The panel says test messages are never sent to your contacts. We did not send a test message, so this guide does not show a field updating, a booking, or a workflow running.