Your chat bot can offer Buttons and Quick Replies to help users give a clear answer. Sometimes users type something that your bot doesn't know the answer to. This means your users might leave the chat or become upset. AI Settings helps solve this problem.

Set Up AI tab

Set Up AI tab lets you make AI rules for any words or phrases you like. A rule is a collection of keywords and a defined response to them. You provide your bot with keywords and an action in response to those keywords.


The main things to know about keywords:

  • The keywords do not need to match the user’s message exactly. For example, if you enter “show lunch menu” the AI will also trigger that rule if the user asks “Can you show me your lunch menu?”;

  • It will also, reply if there is a mismatch of 1-3 characters from the exact set words/phrases;

  • Emojis will also work as keywords. Check out Emojipedia for more emojis.

📌 You might encounter Set up AI buttons inside some Entry Points. You can set the keywords there too. First messages with keywords are for when the first time users message you. If you didn't set up these first time keywords in your Entry Point, your bot will use settings from Set Up AI tab.


A response can be a Text, Block or Flow.


A bot responds to keywords with a text phrase. For example, when the user says "hi" your bot will respond with "Hey, how are you?".

Block or Flow

A bot responds to keywords by sending a user to a Block or a Flow. For example, when the user says "What do you have on your lunch menu?” your bot will send them to a "Menu" Block or Flow.

View AI rules

You can view AI rules in two ways:

  • Click View all AI rules in the Grow tab;

  • Go to Automation > Set Up AI.

Add an AI rule

  1. Go to Set Up AI tab.

  2. Click +Add AI rule in the bottom of the page.

  3. Put in your keywords on the left.

  4. Choose a reply on the right.

📌 You can create separate groups of AI rules by clicking the Add Group button. This will help you set up AI rules for each separate block group of your bot.

If bot doesn't respond to user messages

First, are you only using single words as keywords instead of entire phrases? It's harder for your bot to understand what the user is saying if you teach AI single words. Teach it phrases and your bot will understand users easier.

For example, if you need the bot to respond to questions about pricing, don't just create a rule with the keyword "pricing". Instead, use a number of phrases like: "I need more information on your pricing", "where can I see your pricelist", "What's your pricing?", etc.

Best practices

Use the Set Up AI tab and create rules for words and phrases related to common topics that you think users will ask. The more accurately your bot can respond to users, the more helpful it will be to them, and the less drop-off you'll have.

Let them unsubscribe

Set up a rule for when people send messages to the bot to make it stop messaging them. Because they probably would like to unsubscribe from all follow-up and broadcasting messages.

Monitor common messages

Go to the Analyze tab and find a section called User Inputs Not Recognized By AI . It shows the last 1,000 user inputs over the last 7 days.

The more different phrases you enter as keywords the better your bot will be able to figure out similar meanings in other phrases. It is generally a good practice to enter about 5-10 phrases per rule to get the best matching possible.

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