🪄Macroses AI

In NovaTalks, AI macros can be used:

  • as an assistant for an agent when it comes to correcting mistakes, rephrasing a response, translating into another language, changing the tone of a message, summarising a dialogue, etc.

  • as massive functions that will allow you to evaluate dialogues according to your criteria, check for compliance with the script, determine customer emotions, and anything else you can think of.

In the NovaTalks macros, the standard TOP functions of the AI requests have been created:

  • ai_rephrase_message - to rephrase an answer

  • ai_fix_grammar_message - to correct mistakes

  • ai_shorten_message - to shorten a message

  • ai_expand_message - to expand a message

  • ai_friendly_tone_message - to change the tone of a message to friendly

  • ai_formal_tone_message - to change the tone of a message to formal

  • ai_translate_en_message - to translate a message to English

  • ai_summarize_dialog - to summarize a dialog

  • ai_reply_suggestion - to provide a reply suggestion

You can edit these macros or create your own.

To enable an agent to use an AI macro while interacting with a customer, it is necessary to add it as a button to the agent's workspace (For more details - Buttons Settings) and configure integration with OpenAI (For more details - OpenAI).


Common settings

Each macro has the following common settings:

  1. Send Custom Event - custom.send_to_ai with the following variables:

  • send_content_type - content type to be sent to AI. Possible values:

message - a text entered in the Reply section

dialog - messages within a dialog

  • command - a command text to AI

  • other additional parameters - required if the AI response contains custom variables that need to be parsed. Such variables should be added in the format:

Key - variable name,

Value - json_param.

  1. AI response text to Add to:

  • Private Note - a private note of a conversation in which a macro was run (with sending to the conversation).

  • Reply section - the Reply section of a conversation in which a macro was run (without sending it to the conversation).

  • Dialogue note - a dialogue note (with saving to a note), within which the macro was launched

  • Conversation Custom Attributes (text only)

  • Contact Custom Attributes (text only)

If the AI's response contains user variables, you need to specify them in the "Add to" section in the format - {{ai.reply.name}}, where "name" is the name of your variable.

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