AI Assistant

In AI Assistant mode, an AI writes the welcome reply based on the business description, pricing, and exclusions you provide. Depending on the conversation mode, it can also continue the conversation for several messages.

Getting here

In NZ Leads, go to Sources → select a source → Messaging Settings → Conversation Setup tab.

AI Assistant is turned on per channel: each panel — the primary channel (named after the source, e.g. Yelp) and the optional SMS channel — has its own Predefined Messages / AI Assistant toggle. Switch a panel to AI Assistant to use AI on that channel.

How the AI settings are organized

Conversation Setup runs per channel — the primary channel (named after the source, e.g. Yelp) and an optional SMS channel. Each channel turns AI Assistant on or off independently, so the AI settings fall into two groups:

• Per-channel settings — chosen separately for each channel, inside that channel’s panel: AI Conversation Mode, Answer Size (primary channel only), Delay conversation messages, Enable AI Follow-ups, and Max AI Follow-ups.
• Shared AI knowledge — one set of fields below the channel panels that every channel in AI mode draws on: AI Instructions, Pricing, Services not Providing, Reference Library, and Appointment Scheduling.

Per-channel settings

These are set inside each channel’s panel and can differ between the primary channel and SMS.

AI Conversation Mode

• Label: “AI Conversation Mode” (dropdown)
• Default: Only welcome message
• Options:
  • Only welcome message — the AI sends the first reply and stops. The follow-up sequence takes over from there.
  • Short conversation (up to five messages) — the AI can send up to 5 replies back and forth with the lead.
  • Long conversation (up to ten messages) — the AI can send up to 10 replies back and forth.
• Use this when: pick Only welcome message if you want the AI to hand off to you quickly. Pick Short or Long when you want the AI to qualify the lead, answer common questions, or (with scheduling enabled) book an appointment before you get involved.

Answer Size

• Label: “Answer Size” (dropdown)
• Availability: primary channel only — the SMS channel keeps replies short automatically (one text segment) and has no Answer Size control.
• Default: Short (30 words)
• Options:
  • Short (30 words) — quick, to-the-point replies.
  • Long (50 words) — standard length with a bit more detail.
  • Detailed (80 words) — longer replies with more information.
• Behavior: this is a guideline the AI aims for, not a strict cap. A reply may run slightly over or under depending on the question.
• Use this when: match the answer size to your industry norm. Home services and emergency work usually do well on Short; detailed consultative services often prefer Long or Detailed.

Delay conversation messages

• Label: “Delay conversation messages” (checkbox)
• Visible when: AI Conversation Mode is Short or Long conversation. Hidden when mode is “Only welcome message”.
• Default: off
• When on: a natural pause is added before each AI reply in the back-and-forth (not just the welcome).
• When off: each AI reply is sent as soon as it’s ready.
• Use this when: you want the whole exchange to feel less like an instant bot and more like a person typing. Don’t enable if you’re in a “first response wins” industry like emergency services.

Enable AI Follow-ups

• Label: “Enable AI Follow-ups” (checkbox)
• Visible when: AI Conversation Mode is Short or Long conversation. Not available in “Only welcome message” mode.
• Default: off
• When on: if a lead has replied to the AI at least once and then goes quiet, the AI writes its own follow-up to re-engage them — in your tone, referencing the actual conversation. This replaces the standard predefined follow-up sequence for that lead.
• When off: the standard follow-up sequence configured on the Follow-ups tab is used instead.
• Use this when: the AI is already having a real conversation with the lead. An AI-generated follow-up that knows the context usually outperforms a generic templated one.

Max AI Follow-ups

• Label: “Max AI Follow-ups” (number input)
• Visible when: Enable AI Follow-ups is on.
• Range: 1–3
• Default: 1
• Use this when: start at 1. Raise to 2 or 3 only if you’ve confirmed the AI’s follow-ups are landing well and leads aren’t getting irritated.

Shared AI knowledge

One set of fields, used by the primary channel and SMS whenever either is in AI mode. Set these once.

AI Instructions / Business Description

• Label: “AI Instructions”
• Type: free-text, up to 7,000 characters
• Default: empty
• Purpose: the AI’s main reference for who you are, what you do, and how you want to sound. Include your services, typical turnaround, years in business, tone (formal vs. casual), sign-off, phone number, and any rules you want it to follow.
• Use this when: always. Leaving this empty will produce generic replies.

Example:

With 20 years in construction, we use top-quality materials and focus on
residential remodels in the greater metro area. Minimum Project Fee: $500.
Start messages with "Hi [name]" and sign off "— The Smith Construction team,
(555) 123-4567".

Pricing

• Label: “Pricing”
• Type: free-text, up to 2,000 characters
• Default: empty
• Purpose: pricing facts the AI can reference when a lead asks “how much?”. Provide ranges, starting-at numbers, or per-unit pricing — whatever you’re comfortable sharing upfront.
• When empty: the AI won’t quote specific prices and will deflect pricing questions.
• When filled: the AI can share the numbers you’ve listed verbatim.
• Use this when: you’re willing to share pricing early to pre-qualify leads. Leave blank if you prefer pricing only happens on the phone.

Services not Providing

• Label: “Services not Providing”
• Type: free-text, up to 2,000 characters
• Default: empty
• What happens: when the AI detects the lead is asking for one of the services listed here, it politely declines and marks the lead so no follow-ups are sent. This prevents chasing leads you can’t help.
• Use this when: you want to filter out jobs below a minimum, outside your service area, or outside your specialty.

Example:

We don't do jobs under $500 (small tile fixes, single-faucet repairs,
drywall patches). For smaller jobs, recommend a local handyman.

Reference Library (Knowledge Base)

Upload up to 3 files (PDF, Word, text, CSV, Excel) that the AI can pull facts from — service menus, FAQ sheets, pricing tables, warranty terms.

Set up the Knowledge Base →

Appointment Scheduling

Let the AI check availability and book appointments on your calendar. Supports Cal.com, FieldPulse, GoHighLevel, HousecallPro, or a free-form “Open Schedule” mode that doesn’t connect to any real calendar.

Set up Appointment Scheduling →

How it behaves

• Shared knowledge, per-channel behavior: the AI Instructions, Pricing, Services not Providing, Reference Library, and Scheduling apply to every channel in AI mode. The conversation mode, answer size, delays, and follow-up limits are read from whichever channel the lead is on.
• Manual takeover: if you or a teammate reply manually in the thread, the AI conversation stops immediately. AI follow-ups (if enabled) also stop.
• Customer goes silent mid-conversation: either AI Follow-ups kick in (if enabled), or the standard follow-up sequence takes over.
• AI hits its message limit: the follow-up sequence takes over.
• Confirmation messages: the contact-info confirmation message does not send while the AI conversation is still active — it only sends once the AI hands off.

Troubleshooting

• AI sounds generic or off-brand: expand the AI Instructions. Include tone, sign-off, phone number, and anything unique about your business. Give examples of how you’d normally reply.
• AI is quoting the wrong price: check the Pricing field. If the number isn’t there, the AI shouldn’t be quoting it — review the AI Instructions for any pricing slipped into the description.
• AI is taking leads you can’t service: use the Services not Providing field to list them explicitly.
• Too many AI follow-ups: lower Max AI Follow-ups, or turn AI Follow-ups off and use the standard Follow-ups tab instead.
• AI Follow-ups checkbox is missing: change AI Conversation Mode to Short or Long conversation — the setting doesn’t apply in “Only welcome message” mode.
• The AI knowledge fields are greyed out: turn on AI Assistant for at least one channel (the primary channel or SMS). The shared fields unlock as soon as one channel is in AI mode.
• No Answer Size option on SMS: that’s expected — Answer Size is a primary-channel control. SMS replies are automatically kept to one text segment.

Questions? Email support@nzleads.com.