How to Capture Contact Details Effectively Using GoHighLevel Conversational AI

Introduction

GoHighLevel Conversational AI is a powerful tool for automating customer interactions, but many users face challenges with capturing details like names, phone numbers, and email addresses during appointment booking. Through careful testing and troubleshooting, a solution has been identified to improve data capture efficiency. This detailed guide explains how to optimize GoHighLevel Conversational AI for capturing contact information and includes an optional workflow for advanced name extraction.

Understanding the Contact Capture Issue

The primary issue arises because GoHighLevel's default settings capture the name field only during specific intervals, such as every fifth interaction. This can lead to incomplete data if the interaction ends before reaching the fifth step.

Step-by-Step Guide to Fix the Contact Capture Issue

1. Update the Prompt for Booking Appointments

The AI bot's behavior is heavily influenced by its prompt. To ensure the bot captures essential contact details, follow these steps:

1. Access Conversational AI Settings:

   • Go to Settings > Conversational AI in GoHighLevel.

   • Click on Bot Settings and select Configure Intents.

2. Edit the Appointment Booking Intent:

   • Toggle the Appointment Booking Intent on.

   • Click Edit Prompt to modify the instructions.

3. Add Key Instructions to the Prompt:

   • Example:

     • “Before booking an appointment, ask for the first name, email, and phone number.

     • Do not proceed with the booking without capturing these details.”

4. Save the Changes:

   • Click Save to ensure the updated prompt takes effect.

2. Test the Chatbot’s Updated Behavior

1. Open your chatbot on your website or landing page.

2. Start a conversation by typing “Hi.”

3. Interact with the bot to verify it asks for the required details (name, email, phone number) before proceeding with the booking.

Why Names Are Captured Every Fifth Interaction

GoHighLevel’s backend processes names in intervals, such as every fifth interaction. This can be a cost-saving mechanism or a technical constraint.

Example:

• Interaction 1-4: Name remains as “Guest Visitor” even if provided.

• Interaction 5: The bot processes and updates the name field with the user-provided name.

Optional Workflow: Real-Time Name Capture

For businesses requiring immediate name updates, you can implement a custom workflow to capture names in real time.

1. Set Up the Workflow

1. Trigger:

   • Start the workflow when a Customer Replies via Live Chat.

2. Counter for Efficiency:

   • Add a Math Operation step to act as a counter.

   • Example: Increment the counter with each interaction to limit GPT action frequency.

2. Check for Missing Name

1. Condition:

   • Check if the First Name contains “Guest.”

   • If “Guest,” proceed to capture the name.

3. Collect All Messages

1. Use a Custom Field to store all messages in the conversation.

2. Combine previous messages with the latest reply into a single field for processing.

4. Use GPT Actions to Extract and Validate Name

1. GPT Action 1: Extract the Name

   • Prompt: “Look at the conversation and check if a name is mentioned. If so, extract it.”

2. GPT Action 2: Validate the Name

   • Prompt: “Is this a valid name? Respond with ‘Yes’ or ‘No.’”

5. Update the Name Field

1. If the second GPT action confirms the name is valid, update the First Name field with the extracted name.

2. If not, take no action and wait for further interactions.

Example Use Case for Real-Time Name Capture

• Scenario: A customer initiates a chat and provides their name in the second message.

• Default Behavior: Name remains “Guest” until the fifth interaction.

• Workflow Behavior: Name is extracted, validated, and updated immediately after the second message.

Benefits of Optimized Contact Capture

1. Improved Efficiency: Capture contact details in fewer interactions.

2. Enhanced User Experience: Avoid delays in processing user information.

3. Accurate Data: Validate and update fields dynamically.

4. Customizable: Adapt workflows to capture other details like email, phone number, or addresses.

Conclusion

By updating prompts and implementing optional workflows, you can ensure GoHighLevel Conversational AI efficiently captures essential contact details. Whether you rely on the default capture logic or use advanced workflows for real-time updates, these strategies will optimize your chatbot’s performance and enhance customer interactions.

If you have questions or need assistance with setup, feel free to reach out. Start transforming your Conversational AI experience today!