A lead who messages you at 11pm on a Sunday and gets a thoughtful, relevant response in under a minute is a lead who is impressed before they've even spoken to you. Conversation AI makes that possible without you being awake. It handles the initial response across SMS, live chat, Facebook Messenger, and Instagram DMs — buying time for a high-quality human follow-up.

Conversation AI in MONDAi is built on GoHighLevel's AI messaging infrastructure. It reads your knowledge base, understands context, and generates responses that feel like they came from your team.

Steps

Navigate to Conversation AI settings

Go to Settings → Conversation AI. Toggle Enable Conversation AI to activate it. The feature is off by default.

Build your knowledge base

Click Knowledge Base and add the information Conversation AI should draw from:

What your offer is and who it's for
Common questions and answers about your program
Pricing (or that pricing is discussed on a call)
Your booking link or next step

The more specific and relevant your knowledge base, the better the AI's responses. Write it as if you're briefing a new team member.

Select active channels

Choose which channels Conversation AI should respond on. You can enable it for SMS, live chat, Facebook Messenger, and Instagram DMs independently. Start with the channel where most of your inbound messages arrive.

Set your response tone and limits

Set the tone (conversational, professional, warm) and configure any limits — such as not discussing pricing, not making commitments, or always directing to booking. These guardrails prevent the AI from going off-script.

Configure human handoff

Define when Conversation AI should stop and flag the conversation for human follow-up. Common triggers: if the person asks to speak with a human, if they've exchanged more than 5 messages without booking, or if the AI expresses uncertainty. Flagged conversations appear highlighted in your inbox.

Test before going live

Send a test message from a separate phone number or social account. Evaluate the response quality against what you would actually want to say. Revise the knowledge base based on what you see. Do not go live until the responses feel genuinely useful, not just technically functional.

Configuration Options

Auto-booking

If enabled, Conversation AI can send your booking link proactively when a conversation reaches a certain point of qualification. Set the trigger message count or qualifying question under Settings → Conversation AI → Auto-Booking.

Off-hours only mode

You can configure Conversation AI to only activate outside your working hours. During business hours, messages go directly to you. Outside them, the AI handles first response. This is the right setup for most solo operators who want control during the day but coverage overnight.

Common Mistakes

A sparse knowledge base. Conversation AI can only be as good as the information it has. A knowledge base with three bullet points produces generic, unhelpful responses. Spend time writing it thoroughly before testing.
No human handoff configured. Without a handoff rule, the AI will keep responding indefinitely — including to conversations that clearly need a human. Always set a handoff trigger.
Going live without testing on the actual channel. The AI may respond differently on SMS versus live chat. Test on each channel you intend to activate before relying on it with real leads.
Not reviewing AI conversations regularly. Check the conversations Conversation AI has handled at least weekly for the first month. This surfaces knowledge gaps and response patterns you need to correct.

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