opencx-labs/OpenChatArchived

Features

• AI Agent Builders - A platform that lets teams create and manage AI agents with custom knowledge, actions, and behavior.
• AI Chatbots - Builds and manages chatbots that answer questions based on user-supplied documents, websites, and codebases.
• Trigger Configurators - Defines preset levels and toggle conditions for AI-to-human handoffs.
• SIP Integrations - Integrates AI voice agents with enterprise phone systems using SIP for call handling and routing.
• Action Registrations - Creates new tools that AI agents can invoke during conversations for external tasks or data fetching.
• External API Tool Exposures - Defines HTTP API calls that the AI agent automatically invokes during conversations for external interactions.
• Configuration & Training - Defines AI behavior, uploads training scenarios, and connects knowledge sources to customize chatbot responses.
• AI Knowledge Management - Generates AI responses using help center articles, connected knowledge sources, and custom training scenarios.
• Persona and Behavioral Instructions - Defines AI behavior through system prompts and trains on specific question-answer scenarios with versioned drafts.
• Conversation Management Systems - The platform lists and manages support requests and conversations across channels using REST APIs.
• Session History Retrieval - The platform returns a paginated list of events including messages, handoffs, and status changes for a chat session.
• Semantic Scenario Matching - The platform defines single instructions or scenarios that the AI applies universally for behavioral rules or on semantic-match triggers.
• Tool Call Executions - Sends AI-selected tool calls to external API endpoints and relays responses back to the agent.
• Chatbot Training Scenarios - The platform pushes training scenarios and knowledge from external systems into the AI training index to update chatbot behavior.
• Training Scenarios - The platform creates, updates, deletes, publishes, unpublishes, and organizes training scenarios into directories to customize AI responses.
• Conversational Task Routing - Routes conversations matching defined topics directly to human agents with full context.
• Contact Segmentation - Categorizes contacts into named segments for targeted actions and workflow branching.
• Management - Manages contacts, segments, opt-outs, and custom data for targeted messaging and workflow orchestration.
• CRM Integrations - The platform establishes an OAuth connection to a CRM system so that customer cases and activities sync between the CRM and the chatbot.
• Customer Feedback Systems - The platform retrieves the set of categories used to group customer-feedback insights, enabling external code to drive categorization workflows.
• Customer Support Analytics - Tracks CSAT scores, SLA compliance, handoff reasons, and recurring issues to monitor support performance.
• LLM-Powered - An AI-driven platform that uses large language models to power customer support chatbots across multiple channels.
• Event-Driven Workflow Orchestrators - The platform orchestrates sequences of actions that run in response to events, schedules, webhooks, or manual triggers.
• Contact Management - Creates new contact records for individuals interacting with AI agents.
• CRM Integrations - Synchronizes conversations and tickets with external CRM and helpdesk systems, including Salesforce and custom webhooks.
• Domain Knowledge Ingestion - Ingests PDFs, web pages, and other documents to ground chatbot responses in private data.
• External System Synchronization - Synchronizes conversations, tickets, and customer data across external systems using pre-built connectors.
• Generative AI Insights - The platform accesses AI-generated insights and patterns automatically extracted from customer interactions across all channels.
• Dual-Purpose Knowledge Bases - Authors articles that simultaneously serve as a public help center and AI training data.
• OpenAPI Action Configurations - Manages AI action configurations via listing, creating, updating, deleting, and importing OpenAPI specs.
• Automation Platforms - An automation platform that handles customer service conversations, integrates with CRMs, and provides analytics.
• Multi-Channel Support Inboxes - The platform provides a single interface to view, reply to, and update support conversations from email, chat, and phone.
• Workflow Automation APIs - Builds automated sequences and integrates via API, Zapier, and webhooks to trigger external actions from conversations.
• Chat Session Management - Creates chat sessions for programmatic conversation orchestration.
• Multi-Channel AI Deployments - The platform deploys AI agents on web widget, phone, WhatsApp, email, and SMS channels with guided setup.
• Multi-Channel Session Unification - Unifies messages from web, phone, email, SMS, and WhatsApp into a single threaded session.
• Confidence-Based Forwarders - Forwards inquiries to AI or human agents based on topic and the AI's confidence in answering.
• API Request Authentication - Authenticates all API requests using Bearer tokens with scoped keys and rotation.
• Automatic Redaction - Automatically masks PII in transcripts before it reaches the AI.
• Chat Platform Session Inspectors - The platform retrieves details of a specific chat session by its ID, enabling programmatic access to conversation data.
• Human-in-the-Loop Management - Transfers conversations to human agents when the AI cannot resolve a request.
• AI-to-Human Escalators - Automatically routes chat from AI to human agents when issues are unresolved or requested.
• Cross-Channel Session Lifecycles - The platform handles the full lifecycle of a chat session across multiple channels, including AI and human agent interactions, file sharing, and message history.
• Embedded Chat Widgets - The platform places a working chatbot directly into a website or internal tool via an embeddable widget.
• Phone Call Handlers - Creates voice-capable AI agents that handle outbound calls and call history.
• Publishing Controls - The platform sets whether a training scenario or knowledge base is published to the AI index, controlling its availability to chatbots.
• Global Autopilot Controllers - Controls whether the AI replies automatically across all channels, optionally gated by specific topics.
• Knowledge Ingestion Pipelines - The platform ingests content from over 25 one-click integrations so the chatbot learns from existing documentation and FAQs.
• Codebase Knowledge Sources - Ingests code repositories to enable AI assistance with programming questions.
• Third-Party Knowledge Connections - Connects to Zendesk, Notion, and Google Drive to enrich AI responses.
• Runtime Provider Switching - Connects to different LLM backends like OpenAI, Azure OpenAI, or Llama2 through configuration changes.
• Automation Sequence Modifiers - The platform modifies an existing automated conversation sequence by sending a PATCH request to its unique identifier.
• Business Hours Management - Creates recurring schedules with time shifts to define business hours coverage.
• List Retrievers - Retrieves contact segment lists for targeted messaging via API.
• CRM Data Synchronization - Bidirectionally syncs conversations and cases with external CRMs via OAuth and webhooks.
• Case Field Auto-Populations - The platform fills case fields in a CRM system by analyzing the conversation transcript, so agents see correctly categorized cases at handoff.
• Chat Widget Case Routings - The platform routes AI chat widget conversations into a CRM system as structured cases with full transcripts attached.
• Conversation Case Syncing - The platform synchronizes chatbot conversations with CRM cases by automatically creating and updating them, and supports two-way updates through webhooks.
• Customer Satisfaction Analytics - Collects and analyzes customer satisfaction scores across channels after interactions.
• Escalations - Transfers conversations with full context to integrated helpdesk systems when AI cannot resolve them.
• Issue Pattern Extraction - Extracts recurring complaints and feature requests from conversations to guide product priorities.
• Sequence Cancellations - The platform cancels an active outbound sequence by its identifier, halting future actions in the workflow.
• Sequence Contact Additions - The platform adds contacts to an automated sequence, triggering defined actions for each contact when added.
• Sequence Creations - The platform creates an outbound communication sequence programmatically to automate customer outreach campaigns.
• Sequence Retrievals - The platform fetches the full configuration and status of a predefined outbound sequence by its unique identifier.
• Sequence Start Triggers - The platform triggers the beginning of a predefined sequence of actions for an AI agent or automated workflow.
• Automatic Phone Call Creators - Automatically creates contact records from phone calls handled through the API.
• Custom Data Attachments - Attaches arbitrary key-value custom data to contact records via API.
• Deleters - Permanently deletes contact records using their unique identifiers.
• Widget Creators - Automatically creates contact records when users interact with the embedded chatbot widget.
• Email Routing - Routes email conversations into CRM systems as structured cases with full thread history.
• Phone Call Routing - Sends AI-handled phone conversations into CRM systems as cases with full transcripts.
• SMS Routing - Routes incoming SMS messages through an AI chatbot, creating CRM cases with full transcripts.
• WhatsApp Routing - Routes incoming WhatsApp messages into CRM systems as structured cases with full thread history.
• Large Document Context Handlers - Retains unlimited context from prolonged interactions and processes large files like 400-page PDFs without truncation.
• Conversation History Retrieval - The platform filters conversation history using advanced search parameters to retrieve specific chat sessions.
• OpenAPI-to-Tool Converters - Converts OpenAPI specs into callable AI tools with per-action authentication.
• Semantic Knowledge Base Search - The platform performs semantic search across training scenarios and knowledge base using vector embeddings to retrieve relevant content.
• OpenAPI Specification Imports - Imports multiple AI actions at once by uploading an OpenAPI specification file.
• Webhook-Triggered Workflows - Orchestrates outbound multi-step campaigns triggered by events, schedules, or webhooks.
• Chat Session Managers - The platform returns a paginated list of chat sessions, enabling programmatic creation, messaging, and history review for conversation orchestration.
• Contact Management - Retrieves paginated lists of contacts with optional filter parameters.
• Email-Triggered Contact Creations - The platform automatically generates a contact record from incoming or outgoing emails via the API, associating the contact with the conversation.
• Conversational Channel Integrations - The platform picks a customer communication channel and builds a conversational AI agent that handles interactions on that channel.
• Chatbot Channel Deployments - The platform activates the chatbot on email, web widgets, or phone so users can interact through their preferred medium.
• AI Drafting - Forwards incoming support emails to the system where AI drafts replies and human agents can review and take over.
• Automatic Tagging - The platform turns AI-based auto-tagging of conversations on or off to automatically categorize chat sessions by their content.
• Chat Message Sending APIs - The platform sends a message in a chat session via the API, enabling external code to orchestrate conversations programmatically.
• Outbound Call Initiators - Initiates outbound voice calls using an AI agent for automated communications.
• Topic-Based AI Restrictions - Enables or disables the AI per channel and restricts it to specific topics like billing or login requests.
• Email Address Blockings - The platform adds an email address to the outbound-messaging exclusion list to respect opt-outs or synchronize with external suppression systems.
• Email Unsubscribe Handlers - Generates clickable unsubscribe links and programmatically removes contacts from marketing email lists.
• Document Content Redaction - Programmatically removes PII and sensitive data from chat messages for compliance.
• Pre-Escalation Information Collectors - Collects customer email and name before handoff to human agents when not already available.
• AI Reasoning Inspections - Ships a session inspector that reveals the exact knowledge and actions the AI used to generate a response.
• Handoff Reason Monitors - Tracks why the AI hands off conversations to humans, surfacing knowledge and tool gaps.
• Analytics Reports - The platform fetches a comprehensive overview of AI-to-human handoff events for a date range, including reason breakdowns, sentiment, and trends.
• Conversational Session Attachments - The platform adds application-specific attributes (e.g., order ID, plan tier) to a session or contact for routing and context.
• Identity-Delegated Widgets - Embeds a chatbot widget that optionally verifies visitor identity through an external provider.
• Web Crawling Frameworks - Scans web pages and stores content for AI agent knowledge retrieval.

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