Conversation AI

Conversation AI is Hoop’s intelligent messaging bot that automatically responds to inbound messages on behalf of your business. It can answer questions, capture contact information, book appointments, trigger workflows, and hand off to human agents — all without manual intervention.

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Accessing Conversation AI

Navigate to AI Agents > Conversation AI in your account. Here you’ll see a list of all your configured bots.

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Creating a bot

Click + Create Bot and choose your bot creation method:

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Bot settings

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Bot name

Give your bot a distinctive name that reflects your brand or its purpose. This name appears in the bot’s interactions and helps your team identify it in the bot list.

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Bot status

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Supported channels

Select which platforms the bot monitors and responds to:

• Instagram — replies to Instagram direct messages
• Facebook — communicates via your Facebook page or Messenger
• SMS — sends automated text replies
• Chat widget (SMS chat) — keeps live chat active around the clock
• Live chat — responds in the live chat even when your team is offline
• WhatsApp — automates responses on WhatsApp

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Bot goals and prompt

In the Bot Goals tab, define the bot’s purpose:

• Personality — the tone and communication style (e.g., professional, friendly, concise)
• Intent — what the bot is trying to achieve (e.g., book appointments, answer FAQs, capture leads)
• Additional information — specific facts, policies, or details the bot should know
• Custom values — insert dynamic contact data into the bot’s responses

You can also select a template to start from a pre-configured prompt rather than writing from scratch.

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Auto-pilot settings

When the bot is in Auto-Pilot mode, configure:

• Wait time before responding — total time between receiving a message and the bot’s reply
• Maximum messages per conversation — the bot goes to sleep after this limit is reached, preventing infinite loops
• Respond to images and voice notes — toggle whether the bot interprets and responds to media messages
• Sleep when team responds — if a team member or workflow sends a message first, the bot pauses for that contact

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Advanced settings

Set the Business Name and other context the bot uses when introducing itself or referencing your company.

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Bot training

See How to train your bot for full details. Key options:

• Web crawler — feed the bot content from your website
• Knowledge base — connect a knowledge base containing FAQs, product info, and policies
• Custom bot responses — manually define Q&A pairs for specific questions

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Bot actions

Configure what actions the bot can take during a conversation:

• Appointment booking — book on a connected calendar
• Cancel/reschedule appointments — handle rescheduling requests automatically
• Trigger workflow — fire a workflow when specific intents are detected
• Human handover — transfer the conversation to a team member under defined conditions
• Stop bot — end the bot’s participation in the conversation
• Transfer bot — hand off to a different bot

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Testing your bot

Use the AI Bot Trial feature to simulate a conversation with your bot before going live. Type test messages and review the bot’s responses. If a response is wrong, click the thumbs-down icon to provide feedback and improve it.

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Managing bots

The bot table shows all your bots with:

• Bot name
• Status (active / inactive / off)
• Supported channels
• Last updated date

From the three-dot action menu on any bot you can:

• Edit — update configuration
• Duplicate — clone the bot (copied bot starts in Off mode with “Copy - ” prefix)
• Open in new tab — open the bot editor in a separate browser tab
• Set as primary — designate this bot as the default for your account
• Delete — permanently remove the bot