ChatGPT Bot on OpenChannel

Owned by Product Knowledge
Last updated: Jul 18, 2024
3 min read

XCALLY section

Open Channel → Accounts → Actions → Applications List

On this page

What is the OpenAI ChatBot?

AVAILABLE FROM VERSION 3.33.0

The ChatGPT Bot is an application that can be inserted in the action flow of an Open Channel account to manage interactions with OpenAI models.
This feature is available for Open Channel and in this way it’s possible to insert a bot in the action flow to collect data about customers, which can be processed by agents.

An example of OpenChannel bot is reported below: first of all customer chats with bot and then the interaction is passed to agent.

image (6)-20240415-093700.jpg

Requirements

  • Cloud provider with service OpenAI is required to install the ChatBot (configuration in Tools section)

  • OpenAI credits loaded in OpenAI account

  • You have to enable AI feature on your license. You can send your request on License Portal

 

How to configure Chatbot with OpenAI

First of all, you need to setup Cloud Provider with OpenAI.
On Tools → Cloud Providers you need to configure an OpenAI Account, by inserting as Service OpenAI and ApiKey retrieved on your OpenAI account (find out how at this link).
In this way also users with relative permission on tools section, can configure their own keys.

image-20240313-162051.png

Then you can edit your Open Channel account and on Actions tab, you can insert in drag & drop routing the ChatGPT application

 

You can configure your bot:

  • Choose your OpenAI Cloud Provider Account

  • Select from the list your OpenAI bot created in OpenAI bots section

If you are using a version earlier than 3.36.0 you will have to configure your bot directly from the block section, following the same procedure described in OpenAI bots section)

How does it work?

With the configuration of ChatGPT as first application, all messages will be managed by the bot until it doesn't know what to say and the interaction will pass to the next block configured on action flow (for example a queue). When open channel interaction enters in a queue and it is assigned to an agent, chatGPT gets disabled.

 

Related topics