GOHIGHLEVEL ANSWERS & PROMPTS: PLAYBOOK T08 · CONVERSATION AI & SUPPORT TRIAGE
AUTHOR: DANIEL HALLMAN
KEYWORD: HANDOFF
PLAYBOOK T08 · Conversation AI & Support Triage KEYWORD: HANDOFF

What Should an AI Support Bot Do When Your Business Doesn't Have an Answer?

Answer: Never let an AI support bot invent a refund exception or guess a hard 'no' when a customer asks about an edge case outside your written policy (such as a damaged item reported at day 35 on a 30-day return policy). Separate 'policy says no' from 'policy does not cover this case': have GoHighLevel Conversation AI collect the order number, damage photo, and requested fix, pause the bot on that contact, and text the owner a complete summary so a human makes the call in one reply.

Tags: #conversation-ai #ai-agents #workflows #customer-support #knowledge-base #notifications
STEP-BY-STEP INSTRUCTIONS + ANNOTATED GHL SCREENSHOTS

Steps in GoHighLevel

  1. STEP 1
    In AI Agents > Knowledge Base, separate standard rules from exception cases: Document your standard return and service policies clearly, and add an explicit Exception Rule instructing the bot never to approve or deny damaged-item claims, custom refunds, or out-of-window requests on its own.
    REAL GHL SCREEN · AI AGENTS > KNOWLEDGE BASE ANNOTATED GHL SCREENSHOT
    Annotated GoHighLevel AI Agents Knowledge Base screenshot showing Knowledge Base tab, + Create knowledge base button, and KB gaps table
    1Select Knowledge Base Tab 2Click + Create Knowledge Base 3Review Industry FAQ & Check KB Gaps
  2. STEP 2
    In AI Agents > Conversation AI, configure a 3-item intake prompt for exceptions: When a customer describes a scenario not covered by policy, instruct the bot to collect the Order or Invoice Number, a Photo of the issue, and the customer's Preferred resolution, then let them know a team member will review it shortly.
    REAL GHL SCREEN · AI AGENTS > CONVERSATION AI ANNOTATED GHL SCREENSHOT
    Annotated GoHighLevel Conversation AI Agents screenshot showing Conversation AI tab, Manage Knowledge Base button, and populated prompt-based agents list
    1Open AI Agents > Conversation AI 2Click Manage Knowledge Base 3Click + Create Agent or Agents List
  3. STEP 3
    In Automation > Workflows, pause the bot and text the owner the complete case: Trigger a workflow when the needs-human-review tag is applied, add the Update Conversation AI Status action to pause the bot for 24 hours, and send an Internal Notification SMS to the owner with the contact link, order number, and photo attachment.
    REAL GHL SCREEN · AUTOMATION > WORKFLOW BUILDER CANVAS ANNOTATED GHL SCREENSHOT
    Annotated GoHighLevel Workflow Builder canvas screenshot showing If/Else condition branch, priority routing steps, and Builder/Settings/Execution logs tabs
    1Add If/Else Condition & Tag Guard 2Chain Priority & Wait Steps 3Switch to Settings or Execution Logs
MODE: AGENT PROMPT
PASTE INTO CLAUDE CODE, CURSOR, CHATGPT, OR GOHIGHLEVEL ASK AI AGENT PROMPT 
Configure an exception-handoff workflow for Conversation AI in sub-account <YOUR_LOCATION_ID>:
1. In AI Agents > Knowledge Base, separate standard FAQ rules from out-of-policy exception claims (damaged shipments, custom refunds, billing disputes).
2. In AI Agents > Conversation AI, instruct the bot to collect the order number, photo evidence, and requested resolution when a case falls outside standard policy, then apply the 'needs-human-review' tag.
3. In Automation > Workflows, trigger on 'needs-human-review', pause Conversation AI for 24 hours on that contact, and send an Internal Notification SMS to the owner with the collected details.
Cause
  • Small business owners get burned when a support bot treats an unwritten edge case the same as a standard FAQ.
  • If your FAQ says returns close at 30 days and a customer writes in at day 35 saying half their shipment arrived broken, a bot that approves the refund invents a policy exception, while a bot that flatly refuses risks an angry chargeback or 1-star review.
GoHighLevel Configuration
  • Keep fixed policy answers in your Knowledge Base, and route unaddressed exceptions through a 3-question intake handoff.
  • Train Conversation AI to recognize damage claims, billing disputes, and edge cases outside written rules, ask for the order number and photo evidence once, turn off automated replies on that thread for 24 hours, and send an Internal Notification SMS to the owner with the full case details.
MENU PATH REFERENCE

GoHighLevel Menu Paths

Step Menu Path in GHL Action
Step 1 AI Agents > Knowledge Base Separate standard rules from exception cases: Document your standard return and service policies clearly, and add an explicit Exception Rule instructing the bot never to approve or deny damaged-item claims, custom refunds, or out-of-window requests on its own.
Step 2 AI Agents > Conversation AI Configure a 3-item intake prompt for exceptions: When a customer describes a scenario not covered by policy, instruct the bot to collect the Order or Invoice Number, a Photo of the issue, and the customer's Preferred resolution, then let them know a team member will review it shortly.
Step 3 Automation > Workflows Pause the bot and text the owner the complete case: Trigger a workflow when the needs-human-review tag is applied, add the Update Conversation AI Status action to pause the bot for 24 hours, and send an Internal Notification SMS to the owner with the contact link, order number, and photo attachment.
3-step GoHighLevel Conversation AI diagram showing how to flag policy gaps, gather case details (order number and photo), and pause the bot while texting the owner.
VISUAL PLAYBOOK · PLAYBOOK T08 (CONVERSATION AI & SUPPORT TRIAGE) Back to Annotated GHL Screenshots ↑
DEFAULT SETUP VS. AUTOMATED WORKFLOW

Operational Comparison

Speed to Lead & Callback Safety
Default 0s Checkbox: Collides with Rep
45s Guard Workflow: Zero Collision
Caller Reply & Booking Rate
Generic 'We Missed You' SMS: 12%
Question-First Workflow SMS: 64%

Related Questions

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