opencx-labs/OpenChatArchived
OpenChat
OpenChat is a conversational AI agent builder and customer service automation platform that uses large language models to power customer support chatbots across multiple channels. It provides tools for defining AI agent behavior, training on custom knowledge, managing actions, and controlling autopilot responses per channel.
The platform enables deploying AI agents on web, phone, email, SMS, and WhatsApp, with a unified inbox for managing conversations across all channels. It includes CRM synchronization, automated workflows, contact segmentation, and analytics for tracking customer satisfaction and recurring issues. Key capabilities include automatic PII redaction, OpenAPI-based action execution, and a dual-purpose knowledge base that simultaneously serves a public help center and trains the AI.
Organizations can manage team roles, configure office hours, and integrate with tools like Zapier for event-driven automation. The system also supports phone system integration via SIP, outbound call initiation, and AI-powered email management with custom domains and opt-out handling.
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.
