How to route WhatsApp messages to a chatbot?
Overview
XCALLY supports the creation of AI chatbots (such as OpenAI ChatGPT, Amazon Lex, Google Dialogflow) for WhatsApp and other text channels.
So the platform allows you to configure action flows that send incoming WhatsApp messages to the bot to directly manage the conversation until possible. In this case there will be an hybrid flow where an AI bot handles the initial conversation and escalates to a human agent if needed.
So incoming WhatsApp messages can be routed from XCALLY to the bot (for instance ChatGPT) and the AI-generated response is sent back to XCALLY, which delivers the reply to the customer on WhatsApp, maintaining the conversation thread.
Useful Plugins and Features
ChatGPT Bot: Lets you embed OpenAI-powered bots into WhatsApp flows β https://xcally.atlassian.net/wiki/x/AgDIjg
Botify Plugin: Enables automation of WhatsApp interactions using a softbot, which can dispatch responses based on customer input and data retrieved via REST API requests β Botify
AI Agent Assistants: Agents can get real-time AI-powered suggestions during WhatsApp conversations β AI Agent Assistant on textual channels