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How to create a ChatGPT Bot

How to create a ChatGPT Bot

Overview

The ChatGPT Bot is an application that can be integrated into the action flow of Open Channel, Chat, SMS and WhatsApp accounts, enabling automated interaction handling through OpenAI models.

This feature allows you to include a bot in the communication flow.

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Example Use Case:

  1. A customer initiates a chat

  2. The ChatGPT Bot handles the initial interaction asking questions, providing information, or collecting details.

  3. In case the bot can’t continue the conversation, the interaction is passed to an agent, who can see the messaging history and continue assisting the customer.

This setup streamlines the interaction flow and helps agents focus on more complex tasks by letting the bot manage routine queries or data collection first.

Requirements

  • Cloud provider with service OpenAI (configuration under Tools section)

  • OpenAI credits in OpenAI account

Please note that if you use bots in XCALLY, there are costs associated with AI-managed conversations, visible on AI-conversations dashboard from version 3.46.1

How to configure Chatbot with OpenAI

Setup the Cloud Provider

To get started, you first need to set up a Cloud Provider with OpenAI in XCALLY Motion.

  1. Go to Tools → Cloud Providers

  2. Create a new Cloud Provider:

    • Service: OpenAI

    • API Key: Paste the API Key retrieved from your OpenAI account

Users with the appropriate permissions on the Tools section will also be able to configure and manage their own OpenAI API keys.

Add the ChatGPT application

Edit your account/website and on Actions tab, you can insert in drag & drop routing the ChatGPT application

  1. Go to Channel → Account/Website → Edit Account/Website → Actions

  2. Add the ChatGPT application, via drag&drop

 

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  1. Edit the ChatGPT application:

    • 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?

When ChatGPT is configured as the first application in the action flow of a Channel account:

  • All incoming messages are initially managed by the bot (ChatGPT).

  • The interaction remains with the bot until it reaches a point where the bot cannot continue the conversation (e.g., it doesn’t know how to answer or a specific condition is met).

  • At that point, the interaction is automatically passed to the next block in the action flow (for example, a Queue).

  • Once the interaction enters a queue and is assigned to an agent, the ChatGPT bot is disabled and the conversation is handled entirely by the agent.

This flow ensures a smooth handoff between automation and human support.