Connecting to Voiceflow
Connect to your Voiceflow template to create your AI Agent
Voiceflow's templates are workflows that define multiple steps that can be dependent on variables such as the customer's profile, messages, and outcomes.
These templates enable more personalized responses to be provided to the customer's query, by deploying generative AI models (such as GPT4o, GPT4o mini, and GPT3.5 Turbo) at specific points during the customer interaction.
We deploy a Voiceflow customer support template that handles support type requests from customers. This provides the functionality of your AI Agent.
In the near future we will also provide additional templates for other scenarios such as lead generation.
Once your AI Agent has been created, you will be sent a Voiceflow API key. To enable your AI Agent to start answering customer messages, go to Admin > AI, and paste your Voiceflow API key in the field below:
Click save and your API key will be securely stored. You can also add a description for your AI Agent.
The Voiceflow template also utilizes OpenAI's APIs. If you have your own OpenAI account, you can find further details on how to connect with OpenAI here.
You can also create your own Voiceflow template and connect it to Converso by copying the Voiceflow project API key, found under integrations (below) in Voiceflow:
Once this is done, paste the API key in the admin > AI field in Converso, as described above.
Once you have saved your API details in Converso, your AI Agent will answer new messages from customers delivered over webchat, WhatsApp or SMS channels (if these channels are connected in the group).
To disconnect from Voiceflow so new messages do not get responded to by your AI Agent, simply choose "None" from the AI Provider drop down, and click Save. This will clear the API key field.
All chats can be viewed and managed in real-time in the group team inbox, where your human agents can take over the chat at any time if required. To stop the AI answering during an existing chat, just un-assign the AI from that conversation.
To stop all inbound messages being answered by the AI Agent, just clear the API key under Admin > AI.
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