🟤OpenAI

The settings below are related to the Artificial Intelligence app.

Synchronization

Automatic sync mode

• The automatic sync mode is ready-to-use and does not require any additional settings.

• If you want to activate the chatbot, check Settings > Artificial Intelligence > OpenAI > Chatbot.

• You need to purchase credits to use this option.

Manual sync mode

The OpenAI (ChatGPT) integration gives your chatbot the ability to answer general questions about almost anything you can imagine. To start using it, follow the steps below.

• Register at https://beta.openai.com/signup.

• Get an API key from https://beta.openai.com/account/api-keys and paste it into Settings > Artificial Intelligence > OpenAI > API key

• Enable the chatbot from Settings > Artificial Intelligence > OpenAI > Chatbot.

Information

• If you want to send only the latest user message and prevent all previous conversation messages from being sent to OpenAI, you can select the option Omit previous messages. If OpenAI is unable to reply after a few user messages, you can try checking this option and attempting again.

• If Dialogflow is active, the OpenAI query is performed only if the chatbot does not know the answer to the user's question and if the length of the user's message is greater than 4 characters.

• The following settings are compatible with OpenAI: Smart reply, Human takeover, Disable for the tickets area, Disable during office hours, Bot response delay, Reply to user emails, Reply to user text messages.

• The following Google settings are compatible with OpenAI: Multilingual, Multilingual via translation, Automatic translation, Language detection

• If a human takes control, the OpenAI chatbot is deactivated, and it remains deactivated also if the agent goes offline. The Dialogflow chatbot continues to function whenever necessary.

• The default model is gpt-3.5-turbo.

• OpenAI supports the use of voice messages through speech recognition.

Settings

See information about most OpenAI settings here.

Assistant

This features allow you to use your own GPTs (assistants) created at https://platform.openai.com/assistants. The assistant is used only for the chatbot, and smart replies, not for the message rewriting and other features. If you are using the cloud version you have to set Settings > Artificial Intelligence > OpenAI > Sync mode to Manual and use your own API key.

Chatbot

The OpenAI chatbot feature functions similarly to Dialogflow, providing automated responses to user messages. Select the Chatbot mode setting to specify the questions that the chatbot is capable of responding to. Utilize the human takeover feature to enable the chatbot to redirect the chat to a human agent as necessary.

Fallback message

The fallback message is sent when OpenAI is unable to understand the user question. If the Dialogflow chatbot is enabled, the fallback message will be turned off and the Dialogflow chatbot's fallback message will be utilized instead.

Prompt

The prompt instructs OpenAI on how to respond by providing relevant information that can be utilized to answer user inquiries. To comprehend the process, refer to the example prompts listed below.

If you choose to activate the human takeover feature, you need to tell OpenAI to respond with I don't know if it is unable to provide an answer to the user's question. You should always include the following text in the prompt: Respond "I don't know", if not sure about the answer.

Prompt - Message rewriting

This prompt instructs OpenAI on how to rewrite a message when the Message rewrite button is active. This prompt should be in English. Chat Board automatically adds the following text when required: and use the user language, add greetings.

Replies from the training sources can be utilized with the prompt feature as they are compatible.

Spelling correction

This feature automatically fixes any spelling mistakes in the agent's message.

Smart reply

This feature allows to enable the Smart Reply feature also if the chatbot is not active. If the chatbot is active the Smart Reply feature will use OpenAI automatically.

Dialogflow spelling correction

In the case where Dialogflow is unable to find the appropriate response to the user's message, this function verifies if there are any spelling errors. If any such errors exist, Dialogflow is prompted again with the correctly spelled version of the message for an accurate response. Although it has a higher priority, this feature can still work together with the Google Search spelling correction feature.

Message rewrite button

This feature adds a button to the text field of the conversation area, click on it to rewrite your message and make it more friendly and professional. Greetings will be added automatically if there are no previous agent messages. If your language is not English, you have to edit your agent/admin profile and set the correct language.

Speech recognition

When this option is active, audio messages will be converted to written text.

• You do not need to activate this feature for the chatbot to understand audio messages. The speech recognition feature of the chatbot is always enabled.

• For this feature to work better, the user language should be known. To automatically detect the user's language, you can enable the language detection feature.

• The text will be displayed alongside the audio player.

• The generated text is compatible with the translation features.

Source links

When this option is active, the response will automatically include the links to the sources and training data used for generating the answer.

Note data scraping

When this option is active, you will see a menu in the notes panel. The menu enables the automatic extraction of specific information from the user's messages.

OpenAI parameters

Chat Board allows you to adjust various OpenAI parameters such as temperature and logit_bias, for more details visit https://platform.openai.com/docs/api-reference/completions/create. Don't set any values if you don't know what these parameters do or OpenAI may stop working.

Logit bias

The Logit bias parameter must be a JSON string and the keys must be strings, for example: {"2435":-100, "640":-100}.

Generate user expressions - Option

When this option is active, OpenAI will generate new user expressions in real-time when you open the chatbot training window.

Generate user expressions - Button

When you click the button Generate user expressions, openAI will update your Dialogflow agent and generate new user expressions for each Intent.

• Make a backup of your Dialogflow agent first.

• This task can take several minutes or even hours if your chatbot has a lot of Intents. Since the operation takes a long time, your server may interrupt the operation (operation timeout) before it finishes, in which case you need to click the button again. You can verify if the operation is interrupted by checking the browser console for errors.

• This task is performed only once per Intent. Previously processed Intents will be ignored.

• This task checks existing user expressions and does not create duplicates.

• The first 5 user expressions will be used to generate new user expressions.

• Since this is an automated process, we strongly recommend reviewing your Intents after the task has been completed.

Training

With this feature, your chatbot can undergo training using your website texts or PDF documents. Once the training is completed, the chatbot will be able to answer questions related to your content.

• To initiate the chatbot training, input the URL of your content in Settings > Artificial Intelligence > Open AI - Training Sources. It is possible to enter URLs for websites, text or PDF files, or XML sitemaps. PDF and text files can also be uploaded from Settings > Artificial Intelligence > OpenAI - Training Sources - PDF and Text Files.

• Once the sources are set, click the Train your chatbot button and await completion of the training process.

• You can add and manage personalized questions and answers from Settings > Artificial Intelligence > OpenAI - Questions and answers and from the chatbot training window.

Information

• It is only possible to upload files in PDF and TXT formats.

• You can provide the website URL and all child URLs will be included and crawled, but with large websites, it is more efficient and less prone to errors and infinite link loops to utilize an XML sitemap instead of relying on the website URL. You can create it with a service like https://www.xml-sitemaps.com.

• If you want to train your chatbot using specific pages from your website instead of all of them, you can make use of an XML sitemap. Create one using a tool like https://www.xml-sitemaps.com, and then remove the pages you do not wish to include by editing the file in a text editor. To use the XML sitemap, you need to upload it either onto your server or an external online location. Afterward, add the URL of the sitemap in Settings > Artificial Intelligence > OpenAI - Training sources.

• You can upload large files and your XML sitemap with a service like https://tmpfiles.org.

• If you are training OpenAI with a multi-language website, you can limit the chatbot to retrieve answers only from the pages in the user's language. To activate this feature, go to Settings > Artificial Intelligence > OpenAI > Multilingual Training Sources. For teh Chat Board to comprehend the language of your web pages, the <html> must contain the attribute lang.

• As soon as the training is completed, the uploaded files are removed. Every time you need to retrain the chatbot, you are required to upload all the necessary documents for its training once again.

• To add new training sources, simply train the chatbot again. The previous training sources will not be lost, and only the new sources will be added.

• The Chat Board articles are used as training sources automatically.

• The embedding model is essential for training your chatbot and handling all user messages. We currently use the text-embedding-3-small model. It is necessary for these scenarios and cannot be disabled or changed. You can find pricing information at https://openai.com/pricing. Check out the pricing for the text-embedding-3-small model in the Embedding Models section.

• The responses generated by OpenAI have the feature to include in the reply a link to the corresponding website page where the answer was sourced.

• Click Delete Training to remove all previous training data for the chatbot.

  • The embeddings are stored as JSON files in the Chat Board uploads folder and are secured using the password-by-filename approach.