AI Conversion Agent (AICA): User Guide - Setup

TABLE OF CONTENTS

• AICA for Workshop Confirmation 
• AICA for Single-Question Text Reactivation

The AI Conversion Agent (AICA) can be set up for the two use-cases it supports: Workshop Confirmation and Single-Question Text Reactivation.

AICA for Workshop Confirmation 

• In Location Settings, (Settings cog icon > Location Settings > Edit) the following fields are available:

  • AI Agent > Agent Name (will default to "Emily" if this field is left alone) 

  • AI Agent > Agent Background (will default to "Emily’s" background)

    
    

    

    
    

  • AI Agent > Insurance Info (no default): 

    • Be as specific as possible. Keep in mind, you are programming how AICA will respond, and it will make up answers using resources available on the internet if specific information is not available in this field.

      • Ex: Patient should verify with their insurer whether a referral is required. 

      • Ex: We do not accept Blue Cross of Idaho, but do not offer that information to the contact unless specifically asked about that company. 

        
        

        
        

        
        
    • AI Agent > AI Working Hours:

    • AI Working Hours fields in Location Settings governs when AICA is active. 

      • These fields default to 8am to 8pm 7 days a week but are configurable by the user. 

      • When reactivated, AICA will follow up with any contact who messaged while it was inactive.  

        
        

        
        

        
        
    • Address > Location Office Hours:

    • Location Office Hours fields are available to AICA and it will respond to questions about appointment availability based on that information. 

      • For Example: “Do you have Saturday appointments available?” “No, I’m sorry, we are closed on Saturdays. We’re open on XYZ days at ABC times, is there a time on those days that works for you?” 

      • These fields default to 8am to 5pm M-F but are configurable by the user. 

        
        

    • AI Agent > Virtual Assistant Disclosure:

    • The "Disclose if virtual assistant" button programs AICA to identify itself as a "virtual assistant" if asked directly. 

      • This button is OFF by default 

      • Only works if asked a direct question, such as "Are you a bot?" or "Are you a real human?" - AICA will not proactively offer the information. 
        

        • NOTE: There is a known bug where custom information in the Background field can override this directive.

          
          

          
          

          

          
          

  • The workshop must be AI Enabled 

    - In the Funnel dropdown on the New Event modal, funnels that are AI-enabled have a sparkle icon 

    • There is an AI Agent toggle on the New Event modal 

    • Workshops scheduled using an AI-enabled funnel will automatically have toggle in the ON position 

    • Toggle will not appear for workshops scheduled using a funnel that is not AI-enabled 

  • In Funnel Create/Edit in Location Settings, the following field is available: 

  • Workshop Description (no default in software, but template copy is available in this Help Center article) 

    Keep in mind, you want to be specific as possible. AICA will make up answers if information is not provided. 

    • Ex: The workshop is being hosted by Dr. Phil Teddy, who has been a PT for 18 years. He attended University of Florida and has a fellowship in Rotator Cuff treatment modalities. 

    • Ex: We have a small parking lot but overflow parking is available at the shopping plaza across the street. 

AICA for Single-Question Text Reactivation

• In Location Settings, (Settings cog icon > Location Settings > Edit) the following fields are available:

  • AI Agent > Agent Name (will default to "Emily" if this field is left alone) 

  • AI Agent > Agent Background (will default to "Emily’s" background)

    
    

  • AI Agent > Insurance Info (no default): 

    • Be as specific as possible. Keep in mind, you are programming how AICA will respond, and it will make up answers using resources available on the internet if specific information is not available in this field.

      • Ex: Patient should verify with their insurer whether a referral is required. 

      • Ex: We do not accept Blue Cross of Idaho, but do not offer that information to the contact unless specifically asked about that company.

    AI Agent > AI Working Hours:

    • AI Working Hours fields in Location Settings governs when AICA is active. 

      • These fields default to 8am to 8pm 7 days a week but are configurable by the user. 

      • When reactivated, AICA will follow up with any contact who messaged while it was inactive.

         

        

        
        

        
        

        
        
        
  • The campaign can be AI Enabled at both the template (admin) level and the user level. 

  • Admin 

    • AI Agent toggle is on the Save Campaign modal. 

      • Toggle is only functional if an SMS step is present in the campaign. 

      • If SMS step is present, toggle is still in OFF position by default.

    • User

    • Schedule Campaign > Pre-Built > Edit

      • AI Agent toggle is on the Save Campaign modal 

        • Toggle is only functional if an SMS step is present in the campaign.

        • If SMS step is present, toggle is still in OFF position by default.

      • Schedule Campaign >  SMS 

      • AI Agent toggle is located below the copy box 

      • Toggle is always in OFF position by default 

        
        

      NOTE: AICA can technically be enabled for any SMS campaign, however, the prompt is written and tested specifically with Single Question appointment booking goals in mind. Functionality is not guaranteed with any other campaign type. 
      
      

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      If you have any questions on AICA setup or functionality, please reach out to support@getbreakthrough.com.