Table of Contents

Artificial Intelligence Module Installation

To unlock the power of automated support, navigate to Settings > Apps, select Artificial Intelligence, and enter your license key to install and activate the application. If you are utilizing the cloud version of our platform, simply click Active to begin.

Human Takeover System

The Human Takeover system ensures a seamless transition between your AI chatbot and human support agents. It is designed to prioritize human interaction whenever necessary, preventing the chatbot from interfering during a live conversation.

Workflow Logic!
When human takeover is activated, the chatbot is automatically disabled as long as the agent is online. If no agents reply, the chatbot reactivates. However, no fallback messages will be sent for 10 days within the same conversation to prevent user annoyance.

Triggers & Activation

  • Agent Reply: Takeover activates instantly when a human agent sends a message.
  • Automatic: Triggered when the chatbot fails to understand a user query (if enabled in settings).
  • Manual Request: Users can explicitly ask to speak to a human. This works seamlessly across WhatsApp, Telegram, and other channels without needing clickable buttons.

Optimized Requests: To prevent accidental triggers, automatic requests are only sent if the user’s message exceeds 3 characters and contains at least two words.

OpenAI Integration & Configuration

Integrating OpenAI (ChatGPT) gives your chatbot the ability to understand natural language and answer questions based on your specific data sources.

Ready-to-use: No configuration required. Simply set Sync mode to Automatic. You will need to purchase credits to utilize this option. This is the simplest way to get started with the Cloud version.

Custom Control: Register at OpenAI platform, generate an API Key, and paste it into Settings > Artificial Intelligence > OpenAI. Set Sync mode to Manual. This allows you to manage your own billing and limits directly with OpenAI.

Chatbot Response Modes

  • General Questions: The bot uses its general knowledge to answer. It ignores your specific training data.
  • Sources Only: The bot only answers based on the data you have provided (PDFs, website, etc.). It strictly ignores general knowledge questions.
  • All Questions (Recommended): The bot prioritizes your specific data but falls back to general knowledge for other inquiries.
  • Assistant: Select this if you are connecting a custom OpenAI Assistant created in the OpenAI dashboard.

OpenAI Assistants

You can link your own Assistants created at platform.openai.com/assistants. To use multiple assistants, link their IDs to specific departments in Settings > Artificial Intelligence > OpenAI Assistants – Department linking. Note: Assistants are used for chat responses and smart replies, but not for features like message rewriting.

Training Your Chatbot

Training allows the AI to learn from your specific business content. You can train the bot using various sources found under the Chatbot > Training menu.

Files (PDF & TXT)

Upload PDF or TXT files directly. Once the “Train chatbot” button is clicked, the system processes the content and deletes the files from the server for security.

Google Calendar Integration

Allow the chatbot to book, update, and cancel appointments directly on your Google Calendar. Enable this via Settings > Artificial Intelligence > Google Calendar integration.

1

Activate Integration

Navigate to Settings > Artificial Intelligence > Google Calendar integration and click Activate.

2

Synchronize Google

Go to Settings > Artificial Intelligence > Google > Synchronize and complete the Google login process.

3

Configure Schedule

Set available booking times under Settings > Miscellaneous > Scheduled Office Hours. You can also define Slot duration and Buffer time to prevent back-to-back bookings.

Multilingual Capabilities

The AI module supports advanced multilingual features to serve a global audience.

  • Automatic Translation: Real-time translation of user messages into the agent’s language and vice-versa. Requires configuring the Cloud Translation API.
  • Multilingual via Translation: Automatically translates static text (rich messages, articles, forms) into the user’s language. This is cost-effective as it caches translations.
  • Language Detection: Automatically detects the user’s language from their first few messages (minimum 2 words) and switches the chat language context accordingly.

Advanced AI Features

Smart Reply: Suggests quick responses to agents in real-time. It prioritizes data from Dialogflow (if active) and then falls back to OpenAI suggestions.
Message Rewriting: Agents can click a button to rewrite their draft message to be more friendly and professional.
Speech & Image Recognition: The bot can convert audio messages to text and analyze images sent by users (requires GPT-4 models).

Important Notice: Dialogflow Deprecation
We are discontinuing support for Dialogflow by the end of 2025. All features are now available natively through OpenAI. We strongly recommend migrating to our Native Flow Builder and OpenAI integration for better performance and future-proofing.

Categorized in:

CHAT App, AI Agentic Chatbot,