DMLY’s AI Conversation powered by GPT (OpenAI Responses) allows you to automatically generate intelligent replies to customer messages across WhatsApp, Instagram, Messenger, Telegram, and Live Chat.

It can:

• Reply instantly to incoming messages

• Retrieve answers from your uploaded business documents

• Search the web (optional)

• Update contact data

• Trigger backend APIs

• Hand over to a human agent when needed

Step 1: Configure OpenAI Integration (Required)

Before using AI automation, make sure you have connected OpenAI:

Go to Integrations → OpenAI

Configure:

• API Key

• Default model (optional)

• Embeddings (for file search)

If you plan to use document-based answers, upload your knowledge base and enable embeddings under:

Integrations → OpenAI → Embedding

Step 2: Add AI Conversation to an Automation Rule

1. Go to Automations

2. Create a new rule or edit an existing one

3. Under Actions, select:
   AI Conversation powered by GPT – OpenAI Responses

4. Click to configure

Prompt Configuration (System Message)

The System Message defines how the AI behaves.

Example prompt:

You are a helpful and friendly assistant for our business. Respond clearly, professionally, and concisely. Provide accurate information based on our services. If unsure, ask clarifying questions. Offer further assistance at the end of each response.

You can use personalization variables like:

• #contact_name

• #workspace_name

Keep prompts:

• Clear

• Specific

• Business-aligned

• Short and structured

Failure Message

Define what happens if AI is unavailable.

Example:

“I will transfer the chat to a colleague to assist you. Please hold on.”

This ensures smooth fallback.

Model Configuration

Under the Configuration tab:

Model Selection

Choose from available models (e.g., GPT-4.1, GPT-4, etc.).

Recommendation:

• GPT-4.1 for high-quality business replies

• Smaller models for cost efficiency

Maximum Tokens

Controls response length.

Example:

• 300–500 for support

• Lower for short replies

Conversation Memory

Defines how many recent messages AI uses for context.

Example:

• 5–10 for short conversations

• 15+ for complex support threads

Built-In AI Tools

File Search (Knowledge Base)

Enable File Search to allow AI to retrieve answers from your uploaded documents.

You must:

• Upload files

• Create vector store

• Add Vector Store ID

Best for:

• FAQs

• Policies

• Pricing sheets

• Technical documentation

Web Search (Optional)

Enable Web Search if you want AI to fetch real-time information.

Use carefully to manage token cost.

Contact Management Tools

You can allow AI to:

• Get contact information

• Update phone number

• Update contact stage

• Add or remove tags

• Update notes

• Update custom fields

This allows AI to automatically manage CRM data during conversations.

Example:
If user says:

“I want a demo.”

AI can:

• Add tag: Demo Request

• Update stage: Qualified Lead

• Assign to Sales

Functions (API Integration)

Under the Functions tab, you can define backend APIs for AI to call.

Provide:

• Function name

• Server URL

• HTTP method

• Headers

• JSON function definition

Use cases:

• Check order status

• Fetch pricing

• Book appointments

• Retrieve availability

• Create tickets

This enables advanced automation beyond simple replies.

Playground (Testing)

Use the Playground tab to:

• Test prompts

• Simulate conversations

• Validate tool usage

• Confirm function calls

Always test before going live.

Add Wait Time (Optional)

You can add a delay before AI responds to simulate a more human-like reply time.

Example:

• 2–5 seconds for natural feel

Smart AI Follow-Up

You can combine:

• AI Conversation

• Smart Follow-Up

• Human Transfer

Example flow:

1. User sends message

2. AI replies instantly

3. If no reply after X minutes → Smart Follow-Up

4. If AI confidence low → Transfer to Human

Override Human Agent Option

Enable Override Human Agent if you want AI to respond even when chat is assigned to a human.

Disable if:

• You want manual control during active support sessions.

Example AI Automation Setup

Trigger:

• When message received

Actions:

1. AI Conversation

2. Add Tag based on intent

3. Update Stage

4. If confidence low → Transfer to Human

Recommended Setup by Use Case

Customer Support Bot

• File Search: ON

• Contact Update Tools: ON

• Web Search: OFF

• Human Transfer Rule: Enabled

Lead Qualification Bot

• Add Tags: ON

• Update Stage: ON

• File Search: Optional

• Follow-Up: Enabled

FAQ Bot

• File Search: ON

• Web Search: Optional

• CRM Tools: OFF