ChatGPT Chatbot Settings
In this article we will cover how to set up your ChatGPT chatbot settings with OpenAI and Social Intents to create a powerful AI chatbot that is trained and optimized for customer service on your website data and your knowledge base.
For this article we will assume that you've followed the setup guide to create your ChatGPT chatbot for your website. You can find details on adding ChatGPT to your website in this setup guide.
Once you have the ChatGPT integration enabled in Social Intents, you will navigate to your chatbot settings. First click My Apps in the left navigation in Social Intents then edit settings in the Live Chat app.
ChatGPT Chatbot Settings
Once in your Live Chat settings for your chat widget, click on the Chatbot settings and you'll see the following page that will allow you to configure ChatGPT for your website.
We'll describe each field on the the ChatGPT chatbot settings page below.
Chatbot Display Name: The first field is the Chatbot Display Name. This is what your visitors will see on your website when the chatbot answers.
Chatbot Icon: Next is the Chatbot Icon - for this field upload a custom square image that will be used as the icon for the chatbot. You can see an example of the ChatGPT display name and icon in this example chatbot below.
Chatbot Type: Next choose your Chatbot Type, for a ChatGPT powered chatbot, choose ChatGPT with OpenAI. You can also choose Google's Dialogflow for a more structure and traditional chatbot with a structured flow.
Once you select ChatGPT as your Chatbot Type, then you'll see some customization options specific to the ChatGPT integration.
ChatGPT API Key: for this field, enter your OpenAI API key that you can find here: https://platform.openai.com/account/api-keys
After you enter your ChatGPT API Key, it's a good idea to save your settings before you start to Train your Chatbot just so that the training settings will have the API to use during training.
'Train Your Chatbot' button: This links to the following page that you can use to train your ChatGPT chatbot on your articles and pages. We'll discuss this in more detail after describing the rest of the field in the Chatbot settings.
Chatbot Action: The next field is the Chatbot Action. This will drive how and when your Chatbot answers your chats.
Here's the description for each chatbot action type:
Chatbot only (No Agents): This option will enable the chatbot immediately when a visitor starts a chat. No human agents will be invited to the chat until there is an escalation trigger. We describe the triggering a bit later.
Add Chatbot + Agents to All: When this action is selected, the chatbot answers the chats and your human agents are also invited in Teams, Slack, or on the web dashboard. Your humans will be notified and can monitor the progress the chat as it happens and can chime in whenever necessary.
Add Chatbot to All, Drop when Agent Joins: Same as the action above except that when your human agent responds, ChatGPT will drop from the conversation completely and the visitor will only be chatting with your human live chat agent.
Add Chat when Chat is Missed by Agents: This action adds ChatGPT to your live chat invite message when a chat is started but your Agents don't respond before the configurable timeout period. The default timeout is 3 minutes but you can modify this for your needs.
Add Chatbot when Chat is Offline or Missed: This action adds ChatGPT to the live chat conversation when either you agents miss a chat, as in the action above, or when the chat is offline because either agents are unavailable or you are outside of your scheduled office hours. This is a powerful way to have full coverage of your live chat with human agents answer within office hours, and the chatbot picking up after hours.
Add Chatbot when Chat is Missed, Drop when Pickup: This action adds the ChatGPT chatbot to the live chat conversation when your agent misses a chat or when the chat is offline. If an agent later answers a chat after the chatbot picks up, ChatGPT drops out of the conversation at this point to allow the conversation to continue between the visitor and the agent.
Default Welcome Response: This field is the welcome message the ChatGPT chatbot sends when it answers the chat.
Chatbot Quick Replies: These are quick reply buttons that are displayed immediately after ChatGPT answers the chat. Note that your can have text only replies that are sent as messages back to ChatGPT or you can have links which open a separate window.
The link format for quick replies is the following: <https://www.yourwebsiteurl.com|Button Text>. Notice that the markdown supports the url and the button text that is displayed. You can use this format to link anywhere on your site for additional details.
Human Escalation Trigger Phrases: These are visitor intents which trigger an escalation to a human in your live chat. If you want to invite in humans from the ChatGPT interaction, you can use these phrases for matching visitor intent.
Human Escalation Confirmation Text: Once the live chat agent escalation triggers, these message will be displayed to your visitors. Typically it will be something like 'Please wait while we contact an agent' or something similar.
ChatGPT Instruction Phrases: This field is really where you can help guide ChatGPT on how it will respond to your visitor question as a customer service chatbot. Typically you'll want to tell ChatGPT to only answer questions pertaining to your website. You can suggest common urls to refer to and also describe the tone that you'd like your chatbot to have with your visitors.
This typically takes a bit of finesse to get the results you want, so it's definitely worth testing and playing around a bit with these instruction phrases. You can even tell ChatGPT to not refer to itself as OpenAI and also to direct the visitor to an email address or phone number if it does not know an answer, rather than making up something.
ChatGPT Model: Right now the default ChatGPT model used in the API is got-3.5-turbo. If you have access to addition models or early access to ChatGPT 4, you can enter the model here to use in the ChatGPT API. You can see model details and availability here: https://platform.openai.com/docs/guides/chat/faq
Training your ChatGPT Chatbot with website data
So when you select the 'Train your Chatbot' button from the Chatbot Settings page, you'll be directed to a page where you can enter one or more URL's to train the ChatGPT chatbot with your content.
Below is an example of content trained for ChatGPT using our one-click method for training ChatGPT.
To train ChatGPT on your content simply enter full URL's in the Website or Article URL text field. Then you can choose one of these options:
Fetch links: This button will crawl the URL entered and add each linked page as a URL in your training list. Note that each plan is limited to the number of trained URL's you can have. You can fetch up to 10 URLs in your Free Trial to test out the AI chatbot capabilities.
Add link: This button will just add the URL you enter without crawling the page.
Train all: Once you have added the articles you'd like to train, you can either select Train All which will go through each page and train ChatGPT on your data, or you can individually Retrain particular pages if you like.
Best practices for training content on ChatGPT
So some best practices that we've found is if you set up an FAQ page on your website with specific common answers and questions can be very helpful. The question and answer format can be similar to the following and can really provide good context for ChatGPT to help guide the answers.
<h2>Question: How does pricing work at Social Intents? Can you tell me about pricing?</h2> <p>Pricing starts at $39/month for our Starter plan if billed annually. For monthly billing, plans start at $49/month. Our Starter plan includes 1 website domain, up to 3 agents, and 200 chat conversations per month. <br> Our Basic plan is $69/month if billed annually and includes 2 website domains, unlimited agents, our ChatGPT integration, and 1000 chat conversations per month. <br> Our Pro plan which is most popular plan is $99/month and includes 5 website domains, unlimited agents, our ChatGPT integration, and 5000 chat conversations per month. This plan also inludes the ability to remove the Social Intents co-branding on the live chat website chat widget. <br> For additional pricing information, you can visitor our pricing details at https://www.socialintents.com/#pricing. </p>