Link an AI-SNS Chat App agent to your calls
Have the knowledge base of an agent you already run in the AI-SNS Chat App answer your calls.
Where to find it
Settings › Phone lines › Knowledge base (chatapp) (or the optional part of Setup wizard step 4)
Open this screen
Steps
- Open Settings › Phone lines and find Knowledge base (chatapp) at the top.
- Enter your chatapp API key, or tick Use the service's chatapp workspace when it is offered.
- Press Show agents and choose the agent.
- Press Link and read. The card then shows the agent with its number of Q&A and texts, and when it was last read.
- The card shows Saved key …abcd, when it was saved and the Chat App address it uses. Compare these last 4 characters with your key. Show agents on its own saves nothing.
- Press Read again after you change that agent's knowledge, or Unlink to stop using it.
Settings on this screen
| Setting | What it does | Default |
|---|---|---|
| chatapp API key | The key of your Chat App workspace. Once saved, leave it blank to keep it. Paste the full key shown once when you created it (sk_live_ and 48 more characters); the shortened key in the Chat App's key list is refused. | — |
| Use the service's chatapp workspace | Use the service's own Chat App workspace instead of a key of yours. | — |
Troubleshooting
"This workspace has no agents yet."
Create an agent in the Chat App first, then press Show agents again.
"The last update failed; the previous copy is still used."
Press Read again later. Calls keep using the copy read before.
"Your AI agent is linked, but its chatapp API key cannot be used. Link the agent again with a working key."
Link the agent again with a working key.
"This is the shortened key from the Chat App list. Paste the full key shown once when you created it (or rotate it)."
Copy the full key shown once when you created it, or create a new key in the Chat App and paste that.
"The chat app did not accept this API key (it is wrong, paused or deleted)."
Check in the Chat App that the key is active (not paused or deleted), or create a new one, then paste it again.
Tips
- This is optional: your own CallDesk AI agent can answer calls from the sources you add on the AI pages, with no other account.
- The linked knowledge base answers on every phone line's calls, alongside each line's own agent; each line in the list shows it.
Good to know
- While nothing is linked and no CallDesk agent is set up, no AI answers your calls and they ring your team.
Related how-tos
- Phone lines See every phone line, whether your AI agent answers it, and open a line to set its number, AI agent, language, hours and who callers are put through to.
- Choose your knowledge base in the wizard Pick the knowledge base your AI agent answers this line's calls from: your services, prices, hours and common questions. It works the same whichever voice you chose.
- All agents See every AI agent in your organisation, which phone lines each one answers, and open one to change it.