AI Chat, Voice & Text Widgets

Seamlessly integrate powerful AI-driven communication into your website. Enable real-time conversations through text chat and voice interactions with your customers.

AI Voice Configuration

AI Voice Configuration (Inbound & Outbound)

AI Voice handles live phone calls using GHL's conversational engine. Your job is to configure the agent so it responds accurately, maintains natural pacing, and respects the personality defined in the system prompt.

A. Inbound AI Voice Setup

1Navigation

Go to Automation → AI → Voice AI and create a New Inbound Agent.

2Agent Personality

Define the AI's identity using a concise, professional paragraph. This includes:

Who the AI represents
Tone and behavior
Allowed actions (booking, answering, tagging)
Forbidden actions (over-explaining, talking over users, giving prices not in KB)
Required natural pauses

3Business & Service Information

Add verified business details:

Legal business name
Service regions
About the company
Emergency handling instructions
Business hours

4Conversation Settings

Setting	Requirement
Pause Duration	0.4–0.8 sec for human-like flow
Interruption Mode	Must stay ON
Temperature	0.3–0.5 for consistent answers
KB Access	MUST be enabled
Call Summary & Intent	Enable all

5Call Routing

Assign the inbound number to the AI agent. Test routing to confirm the number connects with no delay.

6QA Testing

Every agent must be tested for:

Correct turn-taking
No double questioning
Ability to pause and wait
Accurate info pulled from KB
No hallucinated responses

Document the test results before approving the agent.

B. Outbound AI Voice Setup

1Create Outbound Agent

Same location → choose Outbound Agent.

2Number & Calling Rules

Connect or purchase an outbound number. Define calling hours, retry logic, and time-zone protection.

3Outbound Script Paragraph

Write one short paragraph explaining the purpose of the call and how the AI should conduct the conversation.

Example: This AI agent contacts leads to confirm project details, answer basic questions, and schedule appointments. It must remain concise, ask one question at a time, and document results.

4Outbound Campaign Wizard

Configure:

Contact list
Calling schedule
Retry attempts
Voicemail behavior

5Callback Understanding

Ensure Callback Time Extraction is enabled so phrases like:

"Call me tomorrow afternoon"
"Try again in 45 minutes"

are normalized by GHL.

6Publish & Monitor Logs

Monitor early call logs for pacing, accuracy, and diagnostics.

2. Conversation AI (Chatbot)

Purpose

Conversation AI handles incoming messages across live chat, SMS, and social platforms. The configuration must be aligned with the business's KB and branding.

Steps

1Open Automation → AI → Conversation AI.
2Create a new bot and define a personality paragraph.
3Attach the Knowledge Base.
4
Add logic rules for:
- Scheduling requests
- Pricing inquiries
- FAQ responses
- Human escalation triggers
5Enable channels: SMS, Web Chat, IG, FB, WhatsApp, etc.
6Run 10+ simulated messages to validate stability.

Knowledge Base Setup

3. Knowledge Base Setup (with WebCrawler Integration)

The Knowledge Base (KB) provides verified content the AI relies on. This section must be implemented with zero shortcuts because incorrect KB content leads to wrong answers.

A. Manual KB Setup

1Create Articles

Each KB article must follow a clear paragraph structure and include:

Service overview
Process explanation
Pricing (if allowed)
Locations served
Company background
Policies & terms
FAQ answers

2Writing Guidelines

Use short, clear paragraphs
No marketing fluff
No duplicate information
Keep content factual only
Match website terminology
Avoid vague terms like "affordable," "best," etc.
Ensure headings exist for clarity

3Enable AI Access

Toggle Allow AI to use this article. Never leave this disabled unless article is internal-use-only.

B. WebCrawler Feature

Purpose of WebCrawler

The WebCrawler is a tool inside GHL that automatically scans a client's website and imports text content into the Knowledge Base. This eliminates manual copy-paste and speeds up KB creation.

1Access WebCrawler

Inside the Knowledge Base, go to: Add Article → WebCrawler Import

2Enter Crawl URL

Use:

Homepage URL
Or specific service pages

3Crawler Behavior

The crawler will:

Visit all publicly accessible pages
Extract visible text
Identify headings (H1–H3)
Generate draft articles
Organize content logically

4Developer Review Required

Important

Do NOT publish without review. You must check:

Accuracy
Duplicates
Outdated info
Missing formatting
Broken paragraphs
Misclassified content

5Approve & Clean Up Articles

Clean structure should look like:

Paragraphs
Bullet lists
Clear section headers
No irrelevant content

6Merge Similar Articles

Sometimes the crawler produces 5–10 small articles with similar data. Merge them to avoid AI confusion.

C. Crawler Limitations

The crawler cannot extract:

Content behind login areas
Images containing text
PDF documents
Calendars or embedded systems
Hidden/JS-rendered sections

Always supplement manually where needed.

4. Prompt Creation Using ChatGPT Prompt Builder

(Internal Process)

The Prompt Builder is used to generate high-quality, consistent system prompts for AI Voice, Conversation AI, and custom workflows. All AI agents MUST use standardized prompt structure generated through this internal process.

Prompt Builder Steps (Developer Workflow)

1Open ChatGPT. Use the internal "Prompt Builder Template" we maintain.

2Define Business Requirements. Provide ChatGPT with:

Business name
Services
Service area
Target audience
Voice/tone
Key rules
Forbidden behaviors
Appointment rules
Data collection requirements

3Generate System Prompt. ChatGPT produces a structured system prompt with:

Identity paragraph
Behavior rules
Communication style guidelines
Constraints
Fallback responses
Escalation logic

4Evaluate Prompt. Check for:

Clear role definition
No contradictions
No missing instructions
No over-promising
Accurate business representation

5Copy Final Prompt Into GHL. Paste into:

Voice AI → System Prompt
Conversation AI → Behavior Prompt

6Maintain Version Control. Store all final prompts in the internal team folder for consistency.

5. Chat Widget Setup

Purpose

Configure the chat widget so AI can respond instantly to website visitors and capture leads.

Steps

1Go to Sites → Chat Widget.
2Set widget colors and welcome messages.
3Enable Conversation AI as auto-responder.
4Configure form collection (name, email, phone).
5Publish and embed the widget code on the website.

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