Prerequisite:

Before reading on, it’s important to understand what AI is in Drift and how to use it in your playbooks.  We suggest reviewing the following pages before moving on:

What is Conversational AI
How to review conversations with AI
How to turn on and use AI in your playbooks

How to use Conditional Responses in Custom AI topics

You can use conditional responses for custom topics that require different responses based on keywords in the site visitor’s message. Conditional responses allow you to define a default response, keywords to listen for, and a specific response if the site visitor mentions those keywords.   

• For example, a ‘discount’ AI topic can require a different response for a healthcare discount vs. a student discount.  

When creating a custom topic, simply populate the default response and customized response for desired keywords as shown below.

For further info on Conversational AI you can return to our Understanding Drift AI in Playbooks landing page.