Choose what the AI should gently guide the conversation toward after it has answered the visitor’s question.
Open Customize, then AI Settings, then Conversation goal under Guidance.
This field sets “a goal the AI gently steers toward once it has helped, like collecting a lead”. Leave it blank if you do not want the AI to steer anywhere.
Preset goals
Choose a preset to fill the field:
- Capture leads
- Book appointments
- Recommend products
- Get quote requests
You can edit any preset. The limit is 600 characters.
Write your own goal
Be specific about what the AI should offer and when it should offer it. The timing matters: the AI should help first, then steer. Pushing too early feels salesy, not helpful.
Examples:
Once the customer's question is answered, offer to collect their name and phone
number so we can send the full price list. Ask only once.After answering, invite the customer to book a free 15 minute consultation
using our booking link. Only mention it if they seem interested in the service.The order matters
The AI should answer first and steer second. If someone gets a quick answer and leaves, that can still be a successful conversation. The goal is guidance, not a script it must force to completion.
Leave it blank
With no conversation goal, the AI simply answers questions and stops. That is often best for support-heavy businesses where most chats are not sales conversations.
Saving
Select Save changes on the bar at the bottom.
Next step
Set up the destination your goal points to in Add a contact button to your website chat widget.