How to Set Up and Use the DoubleTick AI Bot
The DoubleTick AI Bot is one of the most awaited features — it helps you automate customer chats using OpenAI’s ChatGPT models. This guide will walk you through integrating, creating, configuring, and testing your AI Bot step by step.
1️ Integrate OpenAI with DoubleTick
Log in to your OpenAI account and copy your API key from your OpenAI API dashboard.
In your DoubleTick dashboard, go to Settings → Integrations → OpenAI.
Paste your OpenAI API key in the provided field.
Click Connect to complete the integration.
2️ Create a New AI Bot
In DoubleTick, go to the AI Bot section in your left panel.
Click Create New AI Bot.
Enter a name for your bot.
Select the API number the bot should work on:
If you have multiple WhatsApp Business API (WABA) numbers, you can assign a unique AI Bot for each.
Or you can create a single generic AI Bot for all numbers.
Click Create to proceed.
3️ Configure the AI Bot
After creating your bot, you must complete the Bot Settings.
a) Default Intent Behavior
If your AI Bot does not know how to answer a question, it’s marked as No Intent Found.
Click Configure to decide what happens next:
Automatically assign a human agent.
Or send a fallback template message.
Tip: Use Reassign Last Human Agent to send unresolved chats back to the same agent who handled the chat earlier.
b) Generic Context
Give your AI Bot a clear context so it knows its role. Example:
“You are an AI agent. You will onboard new customers by asking their name, phone number, and location.”
c) Choose the AI Model
Select which OpenAI model to use:
GPT-4.0
GPT-4.0 Mini (The options depend on your API plan.)
d) Message Wait Time
Set how long (in seconds) your AI Bot should wait before responding to the customer’s message. Example: 2–60 seconds.
e) Context Message Count
Decide how many previous messages your AI should keep in memory to understand the conversation context and give relevant answers.
4️ Add FAQs
Train your bot to handle common questions:
Click Add FAQ to manually enter a question and answer.
Or import FAQs in bulk from a CSV or Excel file with question-answer columns.
5️ Add Website Learning
Let your AI Bot learn from your website or public documents:
Copy your website’s link.
Paste it into the Website Learning section.
The AI Bot will read and store the content to answer related queries in future chats.
6️ Handle Unresolved Intents
When customers ask new questions the bot can’t answer:
These show up in the Unresolved Intents list.
You can create a new FAQ for them, so the bot learns for next time.
Or ignore questions that don’t need an answer.
7️ Create Intent Filters
Use Intent Filters to capture important customer info (e.g., name, phone number, location) during the chat.
Click Add Intent Filter.
Map the customer’s answers to your API or Google Sheet.
To push this data to your CRM, click Create Bot Journey.
Send a confirmation message to the customer if needed.
8️ Test Your AI Bot
Use the built-in Testing Environment:
Test your AI Bot in the dashboard before using it live.
Check if it asks for details like name, phone number, or location as expected.
9️ Assign the AI Bot in Chats
There are 3 ways to assign the AI Bot to handle customer chats:
1️ Manual Assignment
Open any customer chat.
Click Assign Agent.
Select your AI Bot from the list.
2️Auto Assignment via Bot Studio
Create a trigger (e.g., when someone types “Hello”).
Link it to Assign Agent → select your AI Bot.
Chats will be assigned automatically when the trigger matches.
3️Auto Assignment for Unassigned Chats
In Settings → AI Bot, enable the option to handle all unassigned chats automatically with the AI Bot.
10 Send or Edit AI Responses
If an AI response is generated during a chat:
Review it.
If you’re satisfied, click Send to deliver it to the customer.
How It Works in Action
Here’s an example:
A customer types “Hello”.
The AI Bot replies with a welcome message and asks for their name.
After the customer shares their name, the bot asks for their phone number, then location.
The bot handles this flow automatically, saving you time!
You’re All Set!
You’ve now learned how to:
Integrate OpenAI,
Create an AI Bot,
Set up FAQs, context, and training,
Handle unresolved queries,
And assign your bot in live chats.
Last updated