The Conversation action tells your Agent to stay put and simply answer any questions the contact has.

It does not attempt to lead the conversation, does not ask questions, and does not progress the flow on its own.

Because of this behavior, the Conversation action must always be the last action in its flow path.

If you want the Agent to move on to another action, you must use a Custom Scenario to jump out of the conversation node.

The Conversation action is perfect when you want the Agent to pause its structured workflow and act only as a Q&A assistant.

When the Agent reaches this action, it will:

✔️ Answer questions
✔️ Use your Persona, Important Business Information, and Knowledge Library
✔️ Stay at this node indefinitely

It will not:

❌ Ask questions
❌ Continue to another action automatically
❌ Attempt to qualify or book unless a custom scenario explicitly tells it to

Since the Conversation action cannot progress the flow on its own, it must be the final step in any branch.

If you need the Agent to eventually return to structured logic, you must create a Custom Scenario that triggers a jump out of the conversation node.

Within its advanced settings, you can use Extra Prompt to give the Agent additional guidance while it remains in conversation mode.

For example, you may want the Agent to:

For example, the following extra prompt may be useful to give the Agent an extra nudge at this point, letting it know that it should answer questions, but subtly convince them to buy our product as well.

Notice this action is one of the actions that will cause the Agent to Say Something. Not all of our actions result in the Agent saying something.

The Conversation action is one of the few action types that cause the Agent to speak without progressing the flow.

Other actions may say something and then move forward.

But the Conversation action:

This is what makes it very different from booking, objectives, statements, or any action designed to move the flow forward.

Imagine you want a simple question and answer Agent that can book an appointment if the contact asks. First, let's add to the example we showed above. Remember, contacts starting a conversation always enter the flow at the START. However, we can allow the agent to jump to do something else by using a custom scenario. The agent will always return back to the point it left off on the main flow after completing sub-flows, or you can choose where to continue by connecting the sub-flow back up to any of the main flow action(s).

This is a great use of the conversation action to allow the agent to answer questions, only attempting to book an appointment if it comes up in conversation. Increase the chance of it coming up in conversation easily by including text in the conversation that says something like "subtly probe to see if the contact would be open to an appointment if it makes sense".

Try using the conversation action and let us know use cases you've found in our Facebook Community 👏 Other users love to see ideas on how to use CloseBot actions.