Skip to main content
Version: 10All Creatio products

Set up Ada AI chatbot

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. Install the Ada AI Chatbot app from the Creatio Marketplace. Read more >>>
  2. 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 >>>
  3. Export knowledge base articles to Ada (optional). Read more >>>
  4. Add an Ada chat channel to Creatio. Read more >>>

Step 1. Install the Ada AI Chatbot app​

To start the integration, install the Ada AI Chatbot app from the Creatio Marketplace:

  1. Go to the Ada AI Chatbot page on the Creatio Marketplace.
  2. Click the Install button and follow the installation instructions.

The app must be installed before proceeding with the Ada integration.

Step 2. Sign up for Ada​

  1. Sign up at https://www.ada.cx/.
  2. Configure your Ada account to interact with customers through multiple channels. Learn more in the official Ada documentation.

Step 3. Export knowledge base articles to Ada (optional)​

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

Connect your knowledge base to the Ada AI Agent to enhance response quality for customer inquiries.

Before 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. Enter the ADA instance URL and API Access Token, then check the connection.

To export articles:

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

As a result, Creatio will export the articles to Ada. After the export, any changes to the title or content of these articles in Creatio will be updated in Ada automatically.

Step 4. Add Ada chat channel in Creatio​

Before setting up the Ada channel, make sure the following system settings are populated. These are required for all chat channels except Telegram:

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

If any of these settings are empty, contact Creatio support.

  1. Click btn_system_designer.png to open the System Designer.

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

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

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

    Fig. 1 Channel parameters
    Fig. 1 Channel parameters

    Property

    Description

    Ada subdomain

    Your Ada account subdomain, for example, "mycompany-sandbox." Find it in your Ada account URL — in https://mycompany-sandbox.ada.support, the subdomain is the "mycompany-sandbox" part.

    API key

    Your Ada API key. You can find it in the API Keys section of 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 through this channel in the communication panel and view the chat history in the Chats section.

note

You can connect only one Ada account to a single Creatio instance. If you add the same account to multiple instances (for example, development, testing, and production environments), only the most recently integrated instance receives messages.

See also​

Set up chat processing

Chat access

Set up Telegram integration

Set up WhatsApp integration

Set up SMS channel integration

Set up Facebook Messenger integration

Chat workflow

Handle sensitive data shared by customers during chat sessions (developer documentation)