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HighLevel Conversation AI

HighLevel Conversation AI and DM bots that answer, then book

Conversation AI is the chat side of GoHighLevel (GHL): web chat, texts, Instagram and Facebook messages, WhatsApp. We set up bots that answer the question in front of them, steer back to the next step and book the appointment. The script, the booking rules and the knowledge base are approved word for word before the bot talks to anyone.

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What we set up

A bot that keeps its place in the conversation

When a lead asks something off script, the bot answers, pivots back and asks its current question again, all in one message.

  • The three prompt fields HighLevel gives a bot, Personality, Goal and Additional Information, written to fit the one word count they share. The step-by-step script lives in Goal.
  • The answer, pivot, ask rule written into all three fields, because a rule the bot must never drop holds better when it appears in more than one place.
  • A second knowledge base just for the bot, holding worked examples and objection replies, so your main knowledge base stays plain facts that voice and web chat can use too.
  • A single prompt for bots that answer and book. A flow, built from AI messages, fixed messages, data capture steps and splitters, when the job has branches, a setter script or objection paths.
  • A check after every point where a flow waits for a reply, so a message that needs a human gets one.
  • Lead-form bots that read the form submission as background and never ask again for something the form already answered.
  • Booking rules: one question per message, the time zone confirmed before any time is offered, two times to pick from, and the pick treated as the confirmation.
  • A full stop after the booking message. The bot sends nothing more and your calendar confirmation takes over.
  • Staff controls: the bot pauses when someone on your team replies, and a switch turns it off.

How a setup runs

From your real messages to a bot you have tried

  1. A 1:1 with Rob

    Rob asks where your messages come from, what you ask before you book someone, and what your bot must never say. He checks which channels are already connected to your account.

  2. Script and settings on paper

    The plan shows each prompt field exactly as it will be pasted, with its word count, plus the knowledge base entries, channels, calendar and actions. You sign off on the wording first.

  3. Build, then try to derail it

    We message the bot the way real leads do: price first, half answers, off-topic replies, a demand for a human. Every test and its screenshot goes into the QA report you receive at handover.

  4. Edits that actually land

    Each change request starts with a verdict, a fix inside the plan or new scope. When we edit a bot through HighLevel's API, we also rewrite its combined prompt and read it back, because the fields can update while the bot keeps running the old text.

What you bring

What your bot needs from you

Your qualifying questions

The two or three things you ask before booking someone, in your own words, and what makes a person a poor fit.

Your price rules

By default the bot never states what you charge and moves price questions to a call without saying it isn't allowed to answer. If certain numbers help you sell, tell us exactly which ones it may use.

Your channels and hours

Which pages and inboxes the bot covers, and whether it runs all day or only after hours and on weekends.

Who gets the handoff

The person who takes over for existing customers, complaints and anything the script does not cover.

Where it stops

A DM setter bot runs on Instagram and Facebook Messenger only; leads who text you get a shorter path straight to booking. Bots don't give medical, legal or financial advice, don't book people your staff should handle, and never promise a result. Anything off script goes to a person.

By business

Where this gets set up

Contractors and remodelers

Voice and chat AI that takes down the job without quoting or booking, a knowledge base made from your website, and texts for leads who went quiet.

See Contractors and remodelers

Immigration law firms

An AI receptionist that answers every call and asks the caller's language, and intake that keeps each person in one case type.

See Immigration law firms

Education and career programs

Guide and webinar pages, a self-booking intro call and an English and French AI agent, for programs that enroll people.

See Education and career programs

Fertility clinics

Free advisory calls booked from your calendar, paid consultations sent a booking link that takes payment, and clinical questions passed to a person.

See Fertility clinics

Restoration companies

Voice and chat assistants that take down a building restoration inquiry and answer the questions you set, with no price, no booking and no dispatch.

See Restoration companies

Bilingual AI receptionist

AI voice and chat that answer in English or Spanish from your approved knowledge base, and pass sensitive cases to your team.

See Bilingual AI receptionist

After-hours AI chat

AI chat on text, Instagram, Facebook, WhatsApp and web chat at night and on weekends. It sends new leads your booking link and passes existing patients to staff.

See After-hours AI chat

AI receptionist for brokerages

An AI voice line that picks up only when the broker doesn't and books a callback, plus chat that pre-qualifies and books consultations.

See AI receptionist for brokerages

AI receptionist that takes down the job

Voice and chat AI that collects what the job is and answers questions from your approved knowledge base. It never quotes and never books.

See AI receptionist

Bilingual AI receptionist

AI that answers every call to the firm, asks English or Spanish, and transfers the caller to the right person on staff.

See Bilingual AI receptionist

English and French AI agent

One voice agent for calls in both languages, plus AI chat, answering from one approved knowledge base. Built and tested, off until go-live.

See English and French AI agent

Consultation booking and payment links

Free advisory calls booked straight from your calendar, and paid consultations sent a booking link where the patient picks a time and pays.

See Consultation booking and payment

Patient inquiries and clinical handoff

Chat and voice that take down each inquiry and a callback time, and hand every question about results or treatment to a person on your team.

See Patient inquiries and clinical handoff

Guides

Read first

Bot still using the old prompt

Why a Conversation AI edit made through the API can save without changing the bot, and the update that fixes it.

Read the guide

Single prompt or flow builder?

How to choose between one prompt and a flow for a HighLevel chat bot, and which flow builder you're looking at.

Read the guide

Prompt over the limit?

What stays in a Conversation AI prompt, what moves into a knowledge base, and how to make the move safely.

Read the guide

Instagram and Facebook DM setter bot

How to open the conversation the right way, put Conversation AI on the DM channels and book from the chat.

Read the guide

Conversation AI and your knowledge base

Where the bot looks for answers, why it sometimes ignores what you added, and how to prove it reads the right source.

Read the guide

Merge tags in AI prompts

Why custom field tags come up blank in HighLevel AI prompts, and how to insert and test ones that fill in.

Read the guide

Questions

What owners ask about Conversation AI

Will the bot pretend to be a person?
No. It speaks as an assistant for your business, and on one build we wrote it to say it is a bot every time. It also never reveals its instructions, even when someone asks for them.
We edited our bot and nothing changed. Why?
If the edit went through HighLevel's API, the bot's combined prompt can still hold the old instructions while each field shows the new text. The fix is to rewrite the combined prompt in the same update and read it back. A knowledge base trigger can also stay attached after the knowledge base is removed by API, and that one has to be cleared in HighLevel's screens.
Should our FAQs go in the prompt or the knowledge base?
The knowledge base. HighLevel's help center says FAQs and factual business information should usually go in Bot Training, and the prompt fields share a word count your script needs. Keeping facts out of the prompt also means one update corrects every bot that reads them.
What happens when we send a bulk text?
Switch Conversation AI off for that send, or it will reply to every response the blast brings in. We note that step in the handover so your team does it every time.
Can the bot run only after hours?
Yes. For a men's health clinic we set up chat on texts, Instagram, Facebook, WhatsApp and web chat that works only after hours and on weekends. It replies at once with the booking link, pauses when staff step in, and hands existing patients to staff, a rule we added after it offered booking to an existing patient.
How long are the bot's messages?
Short. A standard reply stays near 25 words, the one message that reframes the lead's situation can run to two short paragraphs, and nothing goes past 100 words. Each message asks one question, because two questions stacked in a DM usually get one answer and the other is lost.
Rob Eason

Who you talk to

Rob Eason

Rob runs HLAI Experts and takes the 1:1 calls himself.

He is a HighLevel Certified Admin with the second-most reviews in HighLevel's Certified Admin Directory worldwide, all of them 5 out of 5.

He won HighLevel's Top New Subaccounts via AI Employee award in its 2025 Summer of AI Awards and taught HighLevel's official masterclass on its AI Employee.

Before HighLevel, he co-owned a 60-employee financial services firm and sold his share.

On the call he looks at your account, not a script.

5/5 across 83 reviews in HighLevel's Certified Admin Directory

Map your bot's script with Rob

Bring a few real messages your business gets and the questions you ask before booking. In 30 minutes Rob tells you whether a single prompt will do or the job needs a flow, and which channels to start on.

Book a 1:1 with Rob