Conversation AI Remembers Past Interactions Across Channels

TL;DR

Conversation AI now remembers past interactions and maintains context across various messaging channels. This allows for personalized customer experiences without repeating questions.

Who this affects

HighLevel has not confirmed who is affected by this change. No specific plan level or sub-account setup details were provided.

What changed

• Conversation AI can remember prior interactions.
• It preserves context across different messaging channels.
• Customer messages from channels like Facebook or SMS are automatically linked to the contact record.
• The AI delivers a personalized experience without repeating questions.
• HighLevel has not confirmed any limits, plan gating, or rollout status for this feature.

Where to find it

To set this up, navigate to 'AI Agents' within the HighLevel platform. From there, users can create and train a bot with a custom knowledge base. Options will be available to enable autopilot mode and choose supported communication channels for the Conversation AI.

How agencies will use this

An agency can set up a Conversation AI bot within a client's sub-account. For instance, a dental office client can have their AI bot trained on their services and FAQs. When a prospect messages the office via Facebook Messenger, the AI engages. If the prospect later switches to SMS, the AI remembers the prior conversation and context from Facebook, continuing the interaction seamlessly without asking for details already provided. This ensures a consistent, personalized experience for the prospect, improving lead qualification and engagement efficiency for the dental office.

Our take

This update enhances the capability of Conversation AI by enabling persistent memory and cross-channel context. This is a standard feature enhancement, addressing a common challenge in automated customer communication. It should lead to more coherent and less frustrating automated interactions for end-users, potentially improving conversion rates for agency clients. This is not a major, transformative update but a solid improvement to an existing feature.