To set up a Conversation AI bot in HighLevel, go to AI Agents → Conversation AI → Create Agent, then pick a setup method. In our Cloud Sandbox capture (2026-10-13), the chooser showed Prompt Based Agent (custom prompts, model, and actions) and Flow Based Builder (visual logic and multi-step paths). Configure settings and goals, save, then review Off / Suggestive / Auto-Pilot before you expect replies — new bots may be Off by default. The help article also describes a Guided Form Setup option; that card did not appear in our account’s current build.
What Conversation AI does
Conversation AI is HighLevel's tool for automating conversations with contacts on supported channels. Depending on how you configure the bot, it can respond to inbound messages, collect information, answer questions, help with appointment booking, and support workflows.
Common setups include general Q&A, lead capture, appointment booking, and more advanced multi-step conversation flows.
- Channels — for example SMS, Email, Facebook, Instagram, WhatsApp, Chat Widget/SMS Chat, and Live Chat
- Lead capture — name, email, phone number, address, and custom qualification answers
- Appointments — book, reschedule, or cancel based on your configuration
- Response timing — wait time settings and response modes
- Primary bot — one primary bot for general inbound messages on selected channels
- Pre-launch testing — test from the setup panel before Suggestive or Auto-Pilot
- Tuning — bot training, Brand Voice, advanced settings, response settings, and workflows
Choose a setup method
HighLevel’s help article lists three main setup methods. The live create flow starts the same way; the method cards you see may match your account’s current build:
Custom prompts and actions
Best when you are comfortable writing detailed prompts and want more control over personality, goals, model selection, and actions.
Visual logic and branching
Flow Based Builder when you need visual logic, branching, and multi-step paths — for example complex lead qualification, nurturing, and appointment flows.
Prompt Based Agent
Prompt Based setup is for users who are comfortable writing detailed prompts and want more control over the bot's personality, goals, actions, and behavior.
Selecting a Bot Template when you create the bot only affects the Prompts. You can overwrite anything the template adds. If you pick a template, HighLevel populates foundational bot prompts for you.
Choose Prompt Based when you need more personalized behavior, custom instructions and prompts, LLM model selection, custom personality and goals, or actions such as appointment booking, workflow triggers, human handover, stop bot, transfer bot, auto follow-up, and conversation summaries.
Create a Prompt Based Agent
- Go to AI Agents → Conversation AI → Create Agent.
- In the Create New Agent dialog, click Create New Agent on the Prompt Based Agent card.
- Choose an option such as General Q&A, Appointment booking, Marketplace Templates, or Start from Scratch, then click Continue.
- In the editor, click the pencil to name the agent, pick a Model, and set Response Behavior (Enable Response Style Settings, Images, Voice Notes).
- Open Bot Settings, Bot Training, and Bot Goals to finish prompts, model settings, and actions.
Flow Based Builder
Flow Based Builder is for advanced users who need visual logic, branching, and multi-step conversation paths — for example complex lead qualification, nurturing, and appointment flows.
Create a Flow Based Builder agent
- Go to AI Agents → Conversation AI → Create Agent.
- In the Create New Agent dialog, click Create New Agent on the Flow Based Builder card.
- Continue into the editor. Configure Bot Settings and Bot Training.
- Open Bot Goals, then click Launch Flow Builder to build the visual conversation flow. HighLevel’s in-app warning says: “Bot trial in the flow-based builder is currently experiencing some issues. Please test your bot in the live environment with a real contact to validate accuracy and functionality.”
- Configure global bot behavior, including tone, personality and style, conversation intent, additional business information, and business context.
- Configure available actions such as Stop bot, Human handover, and Auto follow-up.
- Configure appointment-related options if needed, and enable conversation summaries if needed.
Guided Form Setup (help article)
The help article’s third setup method is Guided Form Setup — recommended for simple lead capture, appointment booking, or general Q&A without writing detailed prompts from scratch. Its documented path is AI Agents → Conversation AI → + Create Bot → Guided Form Setup → Create New Bot, then bot type, Brand Voice, Bot Settings, Bot Goals, Save, and Off / Suggestive / Auto-Pilot.
In our Cloud Sandbox capture on 2026-10-13, the Create New Agent chooser showed only Prompt Based Agent and Flow Based Builder — Guided Form Setup was not present. If your account still shows Guided Form, follow the help path (or the sister Guided Form guide). Do not invent a Guided Form click path from this page’s screenshots.
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Off, Suggestive, and Auto-Pilot
It may not reply yet
New bots may be set to Off by default. Saving does not necessarily mean the bot responds immediately. Review the bot status and switch to Suggestive or Auto-Pilot when you are ready.
Suggestive vs Auto-Pilot
Suggestive creates reply suggestions for your team to review and send manually. Auto-Pilot sends replies automatically based on the bot's configuration. Test lead capture, FAQs, appointment booking, unknown questions, and any workflow-related behavior before enabling Auto-Pilot.
Edit an existing agent
You can create a new bot or edit an existing one. To edit, go to AI Agents → Conversation AI → Agent List, then click the bot name or use the three-dot menu and select Edit.
Common mistakes
- Assuming a Bot Template rewrites settings beyond Prompts — the help article says templates only affect prompts.
- Expecting replies the moment you save — check Off / Suggestive / Auto-Pilot.
- Turning on Auto-Pilot before testing lead capture, FAQs, booking, unknown questions, and workflow behavior.
- Assuming every account shows the same method cards — use the live chooser labels; Guided Form was absent in our 2026-10-13 sandbox capture.
FAQ
Can the bot collect contact information?
Yes. Depending on the setup, it can collect details such as name, email, phone number, street address, city, and custom question responses.
Can Conversation AI book appointments?
Yes. If appointment booking is enabled, the bot can help contacts schedule appointments based on the calendar configuration in your setup.
What if the bot does not know the answer?
You can configure email notifications so selected users are alerted when the bot cannot answer a question.
Can I customize how the bot sounds?
Yes. The help article says you can select or create a Brand Voice, add instructions, configure bot goals, and adjust response settings to align with your business tone. Brand Voice was not visible on the Prompt Based General Q&A editor screen we captured.
Which setup method should I choose?
Per the help article: Guided Form Setup for simple lead capture, appointment booking, or general Q&A; Prompt Based when you are comfortable with prompts; Flow Based Builder for advanced logic, branching, and multi-step paths. Use whichever cards your live chooser shows.
Related guides
- Guided Form Setup deep dive (sister page; different help article)
- Conversation AI Flow Builder (sister page)
- Related site guide: Marketplace
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Source: HighLevel Support — How to Set Up a Conversation AI Bot (article 155000004401; modified Thu, 10 Sep, 2026 at 1:42 PM; fetched 2026-10-13). Live UI labels and method cards also grounded in Cloud Sandbox screenshots (2026-10-13; retaken 2026-10-14).
Keep learning: more ai receptionist & lead capture tutorials for GoHighLevel.