Glad this is a thread already, having the same issue - when booking an appointment it offers this box, I'd a prompt to offer that contact box within a mesaage or two.

it should collect data and drop into CRM

Really? Conversation AI doesn't recognize my sister?!?!? :D

The business name is right there. Why is Conversation AI asking for it and why is HL not updating the contact database?

Another conversation in which the person gave name and business name. Conversation AI recognizes the data. But does not pass the info to the Contact record.

And then...when the contact says "sure" in response to "are you a plumbing company" the bot says that my company does not provide marketing!!!

Here I used a different browser (to reset the cookies) I gave it my contact info. The workflow ran; triggered by Reply Channel = Live Chat. Update Contact action returned an error for email and phone, and overwrote "Guest Visitor Jurzi" not with "Keith Besherse" but with "Guest Visitor Jurzi"! :D :D :D

Another example. I hand typed the all lowercase first name so I can do a manual merge once I am done with this comment.

Here we have a case where a HL automation is talking to one in another HL agency (obviously it would be a privacy violation for the two databases to share contact info, but the point is the info is there, why does the platform not recognize the Contact ID?).

Meanwhile the appointment in question is right there on the calendar. Clearly the Conversation AI is not using the subaccount database as a critical element of the context for the conversation.

Here is the reverse symptom. I told Conversation AI (in settings) that I want it to ask for name, business name, email, & phone, and if the person is a business owner. However, when the Reply Channel is IG DM and the CRM clearly has collected both first and last name the Conversation AI should include those data fields in the context for its further interactions.

Core Platform, I should have put this in the dedicated Board for Live Chat