While a standalone AI chatbot is powerful, you can also seamlessly integrate AI into a structured, button-based conversation. This is perfect for hybrid bots that guide users with buttons but use AI for open-ended questions. This is done using the AI Assistant block in the Flow Builder.

1. When to Use the AI Assistant Block

The AI Assistant block is ideal for situations where you want to control the conversation flow but need to handle a specific, open-ended question.

Good Use Cases:

  • After qualifying a lead with buttons, you can ask, “Do you have any specific questions about our service?” and let the AI handle the answer.
  • In an e-commerce bot, after a user selects a product category, you can use the AI block to answer detailed questions about the products in that category.
  • At the end of a button-based flow, you can offer an “Ask a question” option that triggers the AI Assistant.

2. How to Set Up the AI Assistant Block

  1. From the Flow Builder, open the bot you want to edit.
  2. Drag an AI Assistant block from the blocks panel onto your canvas.
  3. Connect it to your desired point in the conversation flow. For example, after a “Do you have any questions?” button.

screenshot_here (The Flow Builder with the AI Assistant block being dragged onto the canvas)

3. Configuring the AI Assistant Block

Once you add the block, you have a few important settings:

  • AI System Prompt (Optional): You can add a specific instruction for the AI just for this block. This instruction temporarily overrides the Global Instructions from the AI Knowledge Studio. For example, you could instruct it: “Only answer questions about our return policy.”
  • Save user’s last message to a variable: This is useful for saving the user’s question for your records.
  • Escape keywords: You can define certain words (like “help” or “support”) that will immediately stop the AI and redirect the user to a different block in the flow, such as a “Contact Support” block.

screenshot_here (The AI Assistant block’s settings panel, showing the System Prompt and Escape keywords fields)

4. Continuing the Flow

After the AI has answered, the conversation doesn’t have to end. You can connect the AI Assistant block to other blocks to continue the flow.

  • Connect the Finished output to a new Message block that asks, “Was that helpful?” or “Do you have any other questions?”
  • Connect the Escaped output to a different block, like one that transfers the user to a human agent.

By using the AI Assistant block, you get the best of both worlds: the structured control of a button-based bot and the flexible intelligence of an AI. 🎉