Documentation to assist with the setup and configuration of the HaloITSM platform
First, make sure that the ChatGPT integration is enabled. To do this, head to: Configuration > Workspace > Integrations > ChatGPT.
Once enabled, click into it.
You will be asked to provide your OpenAI API Key.
You can obtain this by going to: https://platform.openai.com/
logging into your account (or creating one!)
Once logged in, click on your icon in the top right-hand corner, and go to 'view API keys'.
Here, you can generate a new secret key. Once generated, make sure you copy the key into your clipboard as this will be your only opportunity to do so.
Paste that key into the API key field on the ChatGPT integration page in your Halo instance.
Once done, you can begin to set-up the required actions for the integration.
Create a new, or add to an existing action.
At the bottom of the 'details' tab, you will see the following fields:
Here, you can choose whether the action use is to improve a pre-written response, or have ChatGPT create one on your agent's behalf.
In the prompt box, you can train ChatGPT to respond in the way you'd like it too. So in this example, I want ChatGPT to improve a pre-written response to make sure it is both friendly and polite.
Save once you're happy and this should then apply to any time the action is used.
LIVE CHAT CONFIGURATION
Head to your live chat profile that you use and go to the 'bot flow' tab.
Where you deem necessary to add in ChatGPT's response, you can add this to the bot flow. Typically, it is used in replacement for agent chat - but it is important to add that you must feed the relevant information to ChatGPT in order for it to work most seamlessly. I.E. Point it to your website or other.
Edit the step you'd like to add ChatGPT and select 'generate response with ChatGPT' as your action type.
Underneath, you can train ChatGPT with its tonal behaviour and where to pull knowledge from.
The failure message (if ChatGPT is slow/down etc) can be used as a fallback.
For example; 'hang on while we connect you to an online agent' and then have a step in the bot flow following which does actually connect the customer to an agent.
You need to ensure that the customer has already input their issue/question/enquiry in order for ChatGPT to work efficiently on the live chat.
The above example would be a good way to build your bot flow.
Finally, you can build custom integrations using ChatGPT. To see how this is done, please refer to the following guide.
- Asset Import - CSV/XLS/Spreadsheet Method
- Call Management in Halo
- Creating Agents and Editing Agent Details
- Departments, Teams and Roles
- Importing Data
- Multiple New Portals with different branding for one customer [Hosted]
- Organisation Basics
- Organising Teams of Agents
- Step-by-Step Configuration Walk Through
- Syncing Exchange Calendars