Consultant GPT

We perform support in Open lines chat. You can reach us via:

1. The chat right in your Bitrix24 (the link opens a chatbox in your Bitrix24).

2. The chat at our site informunity.us (the icon in the right bottom corner opens a chatbox). After the start of the dialog enter your email so that you could receive a notification about our reply and the communication history even after you close tab with the chat in your browser.

The first way is the most convenient one: you will always find our reply and the communication history in your Bitrix24 messenger. But for the link to work in a self-hosted version of Bitrix24, you must have all necessary modules installed and the Bitrix24 account must have connection with the outer world. If the first option does not work for one reason or another, please proceed with the second one.

Please note that we do not provide technical support via phone or email.

If you haven't received a prompt response, please wait for us to reply. We work from 9 am till 6 pm Moscow time (GMT+3), Mo-Fri.

We care about your feedback and do our best to answer all of your questions. Text us :)  

1. App installation

1. Please go to Bitrix24 Market, and find Consultant GPT app there. Please push Install.

After the installation, it will be in the Market menu in your Bitrix24

2. Configuration of the AI bot
2.1. Please add the knowledge base and the prompt

Open Consultant GPT application

     1. On the main tab of the app, please add text of the prompt. This is an instruction for the AI bot, it will define his style.

Here is an example: You are an AI representative of InformUnity company.

Your role is to be the first line agent of customer support.

The goal: to promptly, clearly answer customer questions, helping them understand the capabilities and settings of our applications.

Audience: Bitrix24 users — managers, administrators, integrators, business owners. Some of them are technically savvy, some are not.

The tone of communication: friendly, understandable, without unnecessary technical jargon. If the question is difficult, explain it step by step.

Answer in the language in which you are being asked.

     2. Please upload files, that will be used as the knowledge base. It can be .docx, .txt, .pdf files. For example, it can be a list of FAQs with answers, manuals and so on.

     3. Please push Save.

2.2. Configuration of tone and automatic allocation of chats to live agents

     1. Please open the Settings tab ⚙️.
     2. Set up the bot’s tone with the sliding bar - more or less formal.
     3. Setup rules for automatic allocation of chats to live agents:

• Add trigger words and phrases, by hitting which the AI bot will process it further, for example, "please call an agent", "agent please".
  
• Choose departments or staff members, who will be added to the chat after a trigger word is written.
  

     4. If you need to add additional rules for the dialog transition to a live person, you can add one more block with rules.
     5. Push "Save".

3. Connecting the AI bot to the Bitrix24 Open Channels

1. Please go to the Contact center menu → Open Channels

2. Choose the desired Channel or create a new one

3. Please go to Chat bots tab and add Consultant GPT there

4. Decide when you would like to connect the chatbot: only for the first conversation or in the beginning of the every new dialogue.

5. If you’d like, you can set up a timeout for transition to a live agent. In this case, the agent or agents in the queue of this Channel will be connected to the chat.

6. In this tab When to disable the chatbot, please choose After forwarding to a live agent. This is important. Otherwise, the chatbot will reply to the live agents’ messages as well.

7. Save changes.

Please note: the AI bot works around the clock, regardless of the settings of the working time in the Open Channels. We recommend notifying clients about the work schedule by adding relevant information in the welcome message.

Autofilling of data fr om chats to CRM entities
While chatting with the customer in the Open channels, you can automatically fill out data to corresponded fields of Leads, Contacts, Companies or Deals:

1. In the chat tools panel, please push “Show a list of available applications”.
   

2. In the popped up menu, please choose "Consultant GPT".

3. Then please choose wh ere to add the information, and click on "Fill out fields". The data will be automatically added to the CRM. A comment will be added to the Timeline of the entity. It will contain the additional information from the chat.

Renaming the AI bot

To change the bot’s name and the picture, please use a user with admin rights:

1. Please open chats in Bitrix24.

2. Add text “Consultant GPT” to the search bar, find and choose the bot and open his user profile.

3. Please change its name and avatar.

Access rights setup

Attention! Do not change the rights settings for the app.

Avoid this due to bots operation limitations in Bitrix24. If you change the access rights, it will lead to the bot malfunction, and it may stop replying to customers.

If you still have questions, please write to us.