ChatGPT Bot Integration
Overview
The ChatGPT Bot integration is available for all digital channels, except mail and fax.
When configured as first application in the routing, ChatGPT fully manages the conversation from the beginning and continues handling all user messages until escalation is required.
Bot Conversation Flow
All incoming messages are processed by the chatbot.
The chatbot remains active until it reaches a point where it cannot provide an answer.
When escalation is triggered, the conversation is routed to the next block defined in the action flow, such as a queue.
Once the interaction is routed to a queue and picked up by an agent, the chatbot is automatically disabled.
ChatGPT Integration (Bot)
FROM VERSION 3.49.0
Starting from version 3.49.0, agent can easily know if the chat interaction has been taken over by a Bot.
In fact Bots appear as [Bot] caption in the Agent field:
On Interactions tab, Agent can filter for Agent between 4 options: Me, All, Not Assigned, Bot.
During the chatbot phase, agents cannot actively manage the conversation and the interaction is displayed as Bot assigned while the chatbot is active.
If an agent clicks on a Bot interaction, XCALLY automatically assigns the interaction to that agent and the chatbot stops responding starting from the next user message.