GOHIGHLEVEL ANSWERS & PROMPTS: PLAYBOOK T09 · UNIFIED INBOX & CHAT
AUTHOR: DANIEL HALLMAN
KEYWORD: CONVERSATION
PLAYBOOK T09 · Unified Inbox & Chat KEYWORD: CONVERSATION

How do you connect GoHighLevel Conversation AI to your live chat widget without the bot looping or talking over human reps?

Answer: Enable Conversation AI on your Live Chat widget in Settings > Conversation AI, enforce 2-field contact capture before chat starts, and use a dedicated HighLevel workflow triggered by sales intent or 'speak with human' to set AI Bot State to Paused and assign the conversation to an on-call team member.

Tags: #conversation-ai #ai-studio #chat-widget #workflows #live-chat
MODE: AGENT PROMPT
PASTE INTO CLAUDE CODE, CURSOR, CHATGPT, OR GOHIGHLEVEL ASK AI AGENT PROMPT 
Configure Conversation AI on the live chat widget with human handoff for sub-account <YOUR_LOCATION_ID>:
1. In Sites > Chat Widget, verify the live chat widget requires First Name and Mobile Phone before conversation start.
2. In Settings > Conversation AI, enable the AI bot for the Live Chat channel with Knowledge Base documentation attached.
3. In Automation > Workflows, create a handoff workflow triggered by Customer Replied on Live Chat matching quote or human escalation intents that updates AI Bot State to Paused, assigns the conversation to an on-call rep, and sends a mobile push notification.
GoHighLevel Conversation AI Live Chat Setup: 2-Field Contact Intake, Knowledge Base Answers, and Workflow-Driven Human Rep Handoff
VISUAL PLAYBOOK · PLAYBOOK T09 (UNIFIED INBOX & CHAT) Jump to Step-by-Step Instructions ↓
STEP-BY-STEP INSTRUCTIONS + ANNOTATED GHL SCREENSHOTS

Steps in GoHighLevel

  1. STEP 1
    Require Contact Info in Chat Widget Settings: In Sites > Chat Widget, open the Chat Type tab, select Live Chat, and toggle on Form Fields requiring both First Name and Mobile Phone before the message prompt opens, ensuring every inquiry is saved as a verified contact in HighLevel.
    REAL GHL SCREEN · MARKETING > SOCIAL PLANNER & COMMENT DM ANNOTATED GHL SCREENSHOT
    Annotated GoHighLevel Marketing Social Planner screenshot showing Social Planner tab, Comment-to-Lead settings, and + New Post button
    1Click Marketing > Social Planner 2Turn Social Comments into CRM Leads 3Connect + Socials & Click + New Post
  2. STEP 2
    Connect AI Studio Bot in Conversation AI: In Settings > Conversation AI, open the Bot Settings tab, select your bot model, set the channel to Live Chat, and link your verified business knowledge base URLs or Google Docs so the bot answers questions with confirmed business details.
  3. STEP 3
    Build the Human Handoff Workflow: In Automation > Workflows, create a workflow triggered by Customer Replied on the Live Chat channel where the message contains intent keywords (such as quote, pricing, speak to human, representative). Add an Update Contact Field action setting AI Bot State to Paused, add an Assign to User step for your sales rep, and send an Internal Notification via mobile app push.
    REAL GHL SCREEN · AUTOMATION > WORKFLOWS ANNOTATED GHL SCREENSHOT
    Annotated GoHighLevel Automation Workflows screenshot showing Automation sidebar item, + Create Workflow button, and Global Workflow Settings
    1Click Automation in Left Menu 2Click + Create Workflow or Build with AI 3Check Global Workflow Settings
Cause
  • When you enable Conversation AI or AI Studio directly on a website chat widget without handoff rules, the bot attempts to answer every subsequent message indefinitely.
  • If a prospect asks for a custom quote or a human rep responds inside Conversations, the bot continues firing replies over the human agent, creating contradictory answers and frustrating the visitor.
GoHighLevel Configuration
  • Configure a 3-stage live chat architecture: require First Name and Mobile Phone in the chat widget greeting to lock in a CRM contact record, connect Conversation AI to answer standard knowledge-base FAQs automatically
  • and deploy a trigger-based workflow that pauses the AI bot, assigns the thread to a team member
  • and sends a push notification to the LeadConnector mobile app whenever the visitor requests a sales conversation or asks for a human.
MENU PATH REFERENCE

GoHighLevel Menu Paths

Step Menu Path in GHL Action
Step 1 Sites > Chat Widget Open the Chat Type tab, select Live Chat, and toggle on Form Fields requiring both First Name and Mobile Phone before the message prompt opens, ensuring every inquiry is saved as a verified contact in HighLevel.
Step 2 Settings > Conversation AI Open the Bot Settings tab, select your bot model, set the channel to Live Chat, and link your verified business knowledge base URLs or Google Docs so the bot answers questions with confirmed business details.
Step 3 Automation > Workflows Create a workflow triggered by Customer Replied on the Live Chat channel where the message contains intent keywords (such as quote, pricing, speak to human, representative).
DEFAULT SETUP VS. AUTOMATED WORKFLOW

Operational Comparison

Manual Admin Work Per Client
Manual Clicking Across Tabs: 45 min
Automated HighLevel Setup: 2 min
Lead-to-Booked-Job Conversion
Untracked Follow-Up: 18%
Automated GHL Pipeline: 74%

Related Questions

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