Bot goals and actions
What the bot tries to achieve in a conversation and what it can do: book, update fields, tag, hand over, trigger automations.
3 min read
The bot doesn't just answer questions; it moves the conversation towards an outcome. Bot Goals defines what the bot is trying to achieve in each conversation and which actions it can use to get there: booking a viewing, writing the enquiry to the contact record, adding tags, handing over to an agent.
Goals and actions
- Open the bot from AI Agents → Conversation AI → Agent List and go to Bot Goals.
- Each row is an action. The most important is Appointment Booking: the bot offers free slots from your viewing, valuation and office meeting calendars.
- Human Handover defines when the bot passes the conversation to an agent. See Handoff to a human.
A typical set of actions for an estate agency:
| Action | What it does | Example |
|---|---|---|
| Appointment Booking | Offers free slots and books the appointment | Saturday 11:00 viewing of the Moda 3+1 |
| Update Contact Field | Writes what it learned to the contact record | Enquiry type: Buyer · Budget: 13–15M ₺ · Area: Kadıköy |
| Add Tag | Adds a tag to the contact | buyer, tenant, hot-lead, international-buyer |
| Human Handover | Assigns the conversation to an agent and stops the bot | Deposits, contracts, complaints |
| Trigger Workflow | Starts an automation | Hot lead → task for agent |
| Auto Follow-up | Sends a short nudge if there's no reply | "Just checking which viewing time suits you." |
| Stop Bot | Stops the bot in that conversation | The contact asks you to stop messaging |
Note
Action names and positions in the panel can change with interface updates. You can see which actions are on for your office here; to switch actions on or off or change their settings, contact your consultant.
How the booking goal works
The bot asks which listing and which day suit the contact, offers two free slots from the calendar and books the one they choose. The appointment:
- Goes into the right agent's calendar (for example, Selin Kaya).
- Is written to the contact and the opportunity: in the Buyers pipeline the stage becomes Appointment booked.
- Starts the confirmation and reminder automations. See Confirmations and reminders.
Which calendars are used (viewing, valuation, office meeting) and how far ahead the bot can book are set during setup. See Showings and valuations.
Sample conversation
Ahmet Demir: Could I see the 3+1 in Moda?
Elif: Of course. Selin is free on Saturday at 11:00 or 14:30. Which suits you?
Ahmet Demir: 11:00 please.
Elif: Your viewing is booked for Saturday at 11:00. Here's the address and a location link.
Written to the CRM: appointment (Sat 11:00, Selin Kaya), Enquiry type Buyer, Listing of interest AE-1042, tag buyer, opportunity Buyers → Appointment booked.
Qualification fields
The bot fills the same Property enquiry field group as the voice assistant: Enquiry type, Budget, Area, Rooms, Timing, Listing of interest. So whether someone calls first and messages later or the other way round, their record shows one consistent enquiry. See CRM updates after a call.
Tip
Don't expect the bot to ask every question in every conversation. If someone only asks the price of a listing, the bot answers and follows up with a single question ("Would you like to see it?"). A bot that interrogates people loses them.
Common issues
The bot doesn't offer appointments. Appointment Booking may be off, or there are no free slots left. Check the calendar's availability. See Availability.
Tags or fields aren't filled in. The action is off or the field mapping is incomplete. Contact your consultant.
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