What This Does #

Sets specific objectives for your bot to achieve during conversations, like generating leads or providing support.

When to Use This #

• You want your bot to focus on specific business outcomes
• You need to guide conversations toward particular goals
• You want to measure success against specific objectives
• You’re optimizing for lead generation, sales, or support metrics

Step-by-Step Instructions #

1. Access Custom Goals
   • Go to Actions
   • Find “CUSTOM GOAL” section
   • Click “Add to list” to enable

1. Choose Goal Category
   • Select from suggested goals:
     • Sales and Marketing
     • Customer Support & Engagement
     • Healthcare
     • Human Resources
   • Or select a specific sub-goal from the dropdown

1. Write Your Goal Description
   • Be specific about what you want to achieve
   • Include success criteria
   • Explain the desired outcome

1. Enhance the AI Prompt
   • Modify the AI instructions to focus on your goal
   • Add specific behaviors that support the goal
   • Include goal-oriented conversation guidelines

Example Goals by Category #

Sales and Marketing Goals:

• Lead Generation: “Qualify prospects and collect contact information for sales follow-up”
• Product Education: “Increase awareness of premium features and upgrade benefits”
• Demo Scheduling: “Guide interested prospects to book product demonstrations”

Customer Support Goals:

• First Contact Resolution: “Resolve customer issues completely in the first interaction”
• Satisfaction Improvement: “Achieve high customer satisfaction through helpful service”
• Issue Prevention: “Provide proactive guidance to prevent common problems”

Healthcare Goals:

• Appointment Scheduling: “Efficiently book appropriate medical appointments”
• Patient Education: “Provide accurate health information and preparation guidance”
• Symptom Assessment: “Gather relevant health information for provider review”

Human Resources Goals:

• Employee Onboarding: “Guide new employees through required processes and resources”
• Policy Information: “Provide accurate answers about company policies and procedures”
• Benefits Education: “Help employees understand and utilize their benefits”

Writing Effective Goal Prompts #

Goal-Focused Prompt Example:

Your primary goal is lead generation for our software solution. Focus on:

1. Qualifying prospects by asking about:
   - Company size and industry
   - Current challenges or pain points
   - Budget and timeline for solutions
   - Decision-making authority

2. When you identify a qualified prospect:
   - Explain relevant product benefits
   - Offer a customized demo
   - Collect complete contact information
   - Schedule appropriate follow-up

3. Success metrics:
   - Complete contact information collected
   - Genuine interest confirmed
   - Next step scheduled (demo, call, etc.)

Measuring Goal Success #

• Track conversations that achieve the goal
• Monitor conversion rates from chat to the desired action
• Analyze which conversation paths work best
• Adjust goal criteria based on results

Tips for Effective Goals #

• Be specific about what constitutes success
• Align goals with actual business objectives
• Make goals measurable and trackable
• Start with one clear goal, add complexity later
• Test different approaches to achieve the goal

Common Goal Categories #

Lead Generation:

• Collect contact information
• Qualify the budget and timeline
• Schedule sales meetings
• Identify decision makers

Customer Satisfaction:

• Resolve issues completely
• Provide helpful information
• Exceed customer expectations
• Gather feedback for improvement

Efficiency:

• Reduce response times
• Increase self-service success
• Minimize escalations to humans
• Improve first-contact resolution

Optimizing for Your Goals #

• Monitor analytics to see goal achievement rates
• Refine conversation flows to better support goals
• Adjust AI prompts based on performance
• A/B test different approaches
• Update goals based on business changes