Set up Ada AI chatbot

Level: beginner

Ada AI Chatbot app lets you integrate Ada AI-powered bots with chat processing on the user level as well as with Knowledge Management app. The app has the following features:

• Creatio knowledge base supervisor can export articles to the bot. The bot uses exported articles as the knowledge source to provide answers to customers.
• Creatio administrator can register Ada as a chat channel to enable bots to hand over unresolved conversations to the human agent.
• After active conversation is handed over from the Ada bot to Creatio, Creatio starts a new chat and sends it to the agent queue.
• Creatio Chats section logs and links to contacts all conversations that were either resolved by a bot or handed over to the human agent.

In general, Ada integration setup consists of the following steps:

1. Sign up for an Ada account. You can sign up for a trial account with limited functionality to get acquainted with the Ada integration features. Read more >>>
2. Export knowledge base articles to Ada (optional). Read more >>>
3. Add an Ada chat channel to Creatio. Read more >>>

Step 1. Sign up for Ada

1. Sign up on https://www.ada.cx/.
2. Set up your Ada account to interact with customers via multiple channels. Learn more in official Ada documentation.

Step 2. Export knowledge base articles to Ada (optional)

This step requires Knowledge Base app to be installed and the current user to have permissions to modify the selected articles.

Connect your knowledge base with Ada AI Agent so it can provide the highest quality responses to your customers.

Before you perform the setup, get Knowledge API access credentials from Ada: Ada instance URL and API Access Token.

To connect the app to Ada:

1. Open the Process library section.
2. Run the “Initial setup Ada.cx knowledge connector” process.
3. Fill out the ADA instance URL and API Access Token and check the connection.

To export articles:

1. Open the Knowledge Base section.
2. Select the articles to export.
3. Click → Copilot → Export.

As a result, Creatio will export the articles to Ada. If you change the title or content of exported articles in Creatio, they will be updated in Ada automatically.

Step 3. Add Ada chat channel in Creatio

Before you start setting up the Ada channel, make sure the following system settings are populated:

• “Identity server Url” (“IdentityServerUrl” code)
• “Identity server client id” (“IdentityServerClientId” code)
• “Identity server client secret” (“IdentityServerClientSecret” code)

If the values of these system settings are not populated, contact Creatio support.

1. Click to open the System Designer.

2. Go to the Import and integrations block → Chat settings.

3. Click in the Channels list → Ada connector. This opens a window.

4. Fill out the channel parameters (Fig. 1):

   Fig. 1 Channel parameters

   

   Parameter	Parameter value
   Connected Sunshine app	Sunshine conversation app ID from your Ada account.
   API key	Sunshine conversation API key from your Ada account.
   API secret	Sunshine conversation API secret from your Ada account.
   Active	Leave the checkbox selected to receive chats via the channel.
   Queue	The chat queue that processes the messages that come via this channel.
   Language	Expected language of channel messages. This lets the agents use quick reply templates in the customer language.

5. Save the settings.

As a result, Creatio will connect an Ada channel. Agents will be able to process messages received via this channel in the communication panel and view the chat history in the Chats section.

note

You can only connect a single Ada account to a single Creatio instance. If you add the account to multiple instances, for example, development, testing, and production environments, only the last integrated instance will receive messages.

---

See also

Set up chat processing

Chat access

Set up Telegram integration

Set up WhatsApp integration

Set up Facebook Messenger integration

Work with chats