How to Create an AI Chatbot with OpenAI in WOZTELL | User Guide
How to Create an AI Chatbot with OpenAI in WOZTELL
Connect an OpenAI-powered assistant to WhatsApp, Instagram, Facebook Messenger, and Webchat.
This guide explains how to configure an AI-powered chatbot in WOZTELL using the GPT Assistant extension and OpenAI’s Responses API.
With this extension, you can create an assistant that replies automatically across WhatsApp Business Platform, Instagram, Facebook Messenger, and Webchat. You can also activate AI-powered reply suggestions inside the WOZTELL Inbox to support human agents during live conversations.
| Setup step | What you will configure |
|---|---|
| 1 | Add your OpenAI API Key. |
| 2 | Configure your AI Chatbot, AI Inbox Replies, Knowledge Base, and tools. |
| 3 | Connect the assistant to one or more WOZTELL channels. |
Step 1 — Install the GPT Assistant Extension
1.1 Access the Marketplace
Go to Marketplace → + New Extension.
In the Marketplace, search for the ChatGPT extension card: Artificial Intelligence · OpenAI | WOZTELL. Click Learn More.
1.2 Configure the installation
| Field | What to do |
|---|---|
| Extension Version | Select v1.3.0. |
| Alias | Enter a unique lowercase name with no spaces, for example: my-gpt-assistant. |
| Description | Optional. Add a short description of what this assistant will do. |
Then click Install. If you see the error “App Integration with alias already exists”, choose a different alias.
Once installed, click the extension name under Installed Extensions to open the configuration window. You will see three sections: API Key Setup, Configuration, and Connect to Channel.
Step 2 — Add Your OpenAI API Key
The OpenAI API Key is required before you can access the configuration and channel connection sections. This key allows WOZTELL to send requests to your OpenAI account.
2.1 Generate your API Key in OpenAI
In the API Key Setup section, click generate one here. This opens platform.openai.com in a new tab.
- Go to API Keys.
- Click + Create new secret key.
- Add a descriptive name, for example:
woztell-gpt-assistant. - Leave the project as Default, unless your OpenAI account uses a specific project structure.
- Click Create secret key.
- Copy the key immediately.
2.2 Paste the key into WOZTELL
Return to WOZTELL and paste the key into the API Key field. Click Save. A green checkmark confirms that the key is valid. Once saved, the Configuration and Connect to Channel sections become available.
Step 3 — Configure the AI Assistant
The Configuration section defines how your assistant behaves. It includes three main areas:
| Area | Purpose |
|---|---|
| AI Chatbot | Configures automated chatbot responses across connected channels. |
| AI Inbox Replies | Generates AI-powered reply suggestions for human agents inside the WOZTELL Inbox. |
| Knowledge Base | Lets you upload documents that the assistant can search when answering questions. |
3.1 AI Chatbot — Core Configuration
The AI Chatbot section controls the behavior of the assistant when it replies automatically to users. For a basic chatbot, you only need to configure Model and Instructions.
| Field | What to do |
|---|---|
| Model | Select the OpenAI model that will generate responses. The list is fetched in real time from your OpenAI account. Recommended starting point: gpt-4o mini, as it is fast, affordable, and reliable for most chatbot use cases. |
| Transcription Model | Used to convert voice messages into text. The default model is usually whisper-1. Leave it unchanged unless you have a specific reason to modify it. |
| Instructions | The system prompt that defines the assistant’s role, tone, rules, and behavior. These instructions are sent to the model before each conversation. |
WOZTELL also provides a prompt generator to help you create stronger instructions for your assistant:
https://woztell.com/perfect-prompt-generator/
How to write effective Instructions
Your instructions should clearly define the assistant’s role, tone, scope, tasks, and escalation rules.
You are a presales assistant for WOZTELL.
Your goal is to help companies understand how WOZTELL can help them automate conversations across WhatsApp, Instagram, Facebook Messenger, and Webchat.
Be friendly, concise, and professional.
Only answer questions related to WOZTELL, WhatsApp Business Platform, AI chatbots, integrations, automation, and conversational channels.
If the user asks about something unrelated, politely explain that you can only help with WOZTELL-related topics.
Before qualifying the lead, ask for their name, company, website, and main use case.
| Instruction element | Example |
|---|---|
| Role | You are a presales assistant for WOZTELL. |
| Tone | Be friendly, concise, and professional. |
| Scope | Only answer questions about WOZTELL products and services. |
| Tasks | Ask for the user’s name, company, website, and use case before qualifying the lead. |
| Escalation | If the user asks for pricing, complex integrations, or technical support, recommend speaking with the WOZTELL team. |
3.1.1. Advanced Settings
These fields are optional. Most users can leave them with the default values. Use them only if you need more control over the assistant’s behavior or if you are working on a custom integration.
| Field | What it does | Recommendation |
|---|---|---|
| Temperature | Controls how creative or consistent responses are. Lower values make answers more predictable. Higher values make them more varied. | Recommended: 0.5. Some models may not support this parameter. If incompatible, an error will appear in the logs. |
| Top P | Alternative way to control response diversity. | Use either Temperature or Top P, but not both at the same time. |
| Number of chat history messages used to provide context | Defines how many previous messages are sent as context when a new response is generated. | Default: 10. Higher values may improve context but increase token usage. Approximate maximum: 20 messages. |
| Max Chat Session Duration | Defines how many days a session remains active. When the session expires, a new thread is created and previous context is reloaded. | Default: 3 days. Longer sessions may increase token usage. |
| Format | Defines the expected output structure. | Use Text for regular chatbots. Use JSON Schema or JSON Object only for technical integrations. |
3.1.2 Tools
Tools allow your assistant to access additional information or perform external actions. To add a tool, click the + icon next to Tools.
Web Search
Web Search allows the assistant to search the web in real time. Use this when the assistant needs updated information. You can use Domain Filtering to restrict the assistant to specific websites.
Correct domain filtering examples:
woztell.com
support.woztell.com
Do not enter the full URL with https://.
File Search
File Search allows the assistant to search files stored in a Knowledge Base / Vector Store. Use this when the assistant needs to answer based on uploaded documents, FAQs, product documentation, internal guides, or commercial material.
Before using File Search, create a Knowledge Base and upload files. Then select the corresponding Vector Store inside the File Search tool.
Function Call
Function Call allows the assistant to execute external actions, such as checking order status, retrieving customer data, or triggering a workflow. This option requires a custom technical integration. Most users do not need it for a basic setup.
3.2 AI Inbox Replies
AI Inbox Replies helps human agents reply faster from the WOZTELL Inbox. Unlike the AI Chatbot, this feature does not automatically respond to the customer. Instead, it generates suggested replies that agents can review, edit, and send manually.
| Use AI Inbox Replies when... | Reason |
|---|---|
| An agent is handling a live conversation. | The agent stays in control while receiving AI support. |
| The team wants faster replies. | Suggestions reduce writing time. |
| The conversation requires empathy or validation. | The agent can adjust the response before sending. |
| The use case is broad across the Inbox. | The prompt should be global, not tied to only one specific chatbot flow. |
How to configure AI Inbox Replies
| Field | What to do |
|---|---|
| Model | Select the OpenAI model that will generate reply suggestions. |
| Instructions | Define how the assistant should write suggested replies for agents. This prompt should be general because it applies globally to the WOZTELL Inbox. |
You are an AI assistant helping WOZTELL agents write better replies inside the Inbox.
Generate clear, concise, and professional suggestions based on the conversation context.
Do not make promises about pricing, delivery times, technical feasibility, or contract conditions unless they are explicitly confirmed in the conversation.
Keep the tone friendly and helpful.
If the customer asks for something that requires human validation, suggest escalating the conversation to the appropriate team.
| Field | What it does | Recommendation |
|---|---|---|
| Temperature | Controls how creative the suggestions are. | Recommended: 0.5. |
| Max Tokens | Defines the maximum length of each suggestion. Higher values allow longer responses. | Use a moderate value to keep replies concise. |
| Number of Suggestions | Defines how many reply options are generated for each message. | Recommended: 2 or 3 suggestions. |
| Previous messages used as context | Defines how many previous messages are used to generate the suggestion. | Recommended: 5. More context can improve accuracy but increases cost. |
3.3 Knowledge Base — Vector Stores
The Knowledge Base allows you to upload documents that the assistant can search when answering questions. A Vector Store works like a folder. You can upload multiple files into the same Knowledge Base and delete individual files or the entire folder when needed.
| Use a Knowledge Base for... | Examples |
|---|---|
| Product documentation | Feature guides, setup instructions, technical docs. |
| FAQs | Common questions about pricing, onboarding, channels, integrations, or support. |
| Commercial material | Sales decks, one-pagers, service descriptions. |
| Internal processes | Escalation rules, support playbooks, qualification rules. |
How to create a Knowledge Base
- Click + New Knowledge Base.
- Enter a descriptive name, for example:
woztell-faq. - Click the upload icon.
- Drag and drop your files, or select them from your device.
- Wait until the documents are processed.
- Go back to the AI Chatbot configuration.
- Add the File Search tool.
- Select the Knowledge Base / Vector Store you created.
Step 4 — Connect the Assistant to a Channel
The Connect to Channel section allows you to choose where the assistant will be active. You can connect the same assistant to one or more channels in your WOZTELL account.
| Example assistant | Channel | Use case |
|---|---|---|
| AI-CHATBOT-WHATSAPP-PRESALES | Lead qualification and sales questions. | |
| AI-CHATBOT-INSTAGRAM-SUPPORT | Social commerce and support. | |
| AI-CHATBOT-WEBCHAT-FAQ | Webchat | Website FAQ automation. |
| AI-CHATBOT-FACEBOOK-LEADS | Facebook Messenger | Inbound lead management. |
Understanding channels and environments
A channel is the communication channel connected to WOZTELL, such as WhatsApp, Instagram, Facebook Messenger, or Webchat.
An environment is a workspace inside a channel that can be used to separate testing, development, or production configurations. If you have not created additional environments, your assistant will use the default environment.
| Environments are useful when you want to... | Example |
|---|---|
| Test a chatbot before going live. | Only selected users interact with the assistant. |
| Separate development and production behavior. | One environment for internal testing and another for real customers. |
| Run different assistants in different contexts. | A sales assistant and a support assistant on separate environments. |
How to connect the assistant
- Go to Section 3 — Connect to Channel.
- Find the channel and environment where you want the assistant to be active.
- Click Connect.
- Enter a Prefix Name if required.
- Click Confirm.
- Click Connect again.
Once connected, the button changes to Disconnect. This means the chatbot is live for that channel and environment.
What is the Prefix Name?
The Prefix Name helps identify the assistant connected to that specific channel or environment. Use a clear name that explains the channel and use case.
AI-CHATBOT-[CHANNEL]-[USE-CASE]
Examples:
AI-CHATBOT-WHATSAPP-PRESALES
AI-CHATBOT-INSTAGRAM-SUPPORT
AI-CHATBOT-WEBCHAT-FAQ
AI-CHATBOT-FACEBOOK-LEADS
Step 5 — Test Your Chatbot
After connecting the assistant, test it before using it with real customers.
- Go to the connected channel in WOZTELL.
- Send a message from a separate device, account, or number.
- Check whether the assistant replies correctly.
- Verify that the response matches your Instructions.
- Test different types of questions.
- Test edge cases, such as questions outside the assistant’s scope.
- Review the logs if something does not work as expected.
Suggested test questions
| Use case | Test questions |
|---|---|
| Presales assistant | Hi, I want to automate WhatsApp for my company. Can WOZTELL connect WhatsApp with Instagram? Can I use this for customer support? How much does it cost? Can I speak with a human? |
| Support assistant | How can I connect my WhatsApp number? Why is my template not approved? Where can I see my conversations? How do I upload contacts? |
Best Practices Before Going Live
| Best practice | What to check |
|---|---|
| Review the Instructions | Confirm role, tone, scope, escalation rules, and lead data collection. |
| Upload a clean Knowledge Base | Remove duplicated, outdated, or conflicting information. |
| Test with real scenarios | Use real customer questions, objections, unclear messages, and edge cases. |
| Monitor token usage | Long sessions, high context values, and large Knowledge Bases may increase OpenAI costs. |
| Keep human escalation available | Sales, support, pricing, billing, and technical issues should be escalated when needed. |
| Review logs regularly | Logs help detect API Key errors, model errors, tool errors, File Search issues, and channel connection problems. |
Troubleshooting
If the assistant is not responding as expected, check the logs section first. Most error messages come directly from OpenAI and usually explain what went wrong.
| Issue | Likely cause | How to fix it |
|---|---|---|
| API Key not accepted | The key was copied incorrectly, revoked, or is invalid. | Generate a new key in OpenAI and paste it again in WOZTELL. |
| Alias error during installation | The alias is already being used in your WOZTELL account. | Choose a different alias. |
| Sections 2 or 3 are not accessible | The API Key has not been saved yet. | Save the API Key in Step 1 first. |
| Model does not appear in the list | Your OpenAI account does not have access to that model. | Check your OpenAI account, project, and model permissions. |
| Assistant is not responding | The channel is not connected, or the API Key is invalid. | Check the channel connection and verify that the API Key is still valid. |
| Temperature or Top P error appears in logs | The selected model does not support that parameter. | Disable the parameter or switch to a compatible model. |
| File Search is not working | No files were uploaded, the wrong Vector Store was selected, or File Search was not added as a tool. | Upload files, select the correct Knowledge Base, and confirm that File Search is active. |
| Assistant answers with incorrect information | Instructions are unclear, or the Knowledge Base contains incomplete or conflicting information. | Improve the prompt and review the uploaded documents. |
| Two OpenAI accounts are connected to the same channel | Another GPT Assistant extension is already active on that channel. | Disconnect the existing extension before connecting the new one. |
Final Recommendation
Once the chatbot is configured and tested, keep improving it based on real conversations. Review customer questions, update the Knowledge Base, adjust the Instructions, and monitor the assistant’s performance regularly.
A well-configured AI assistant can help your team automate repetitive conversations, support agents in the Inbox, qualify leads faster, and deliver consistent answers across WhatsApp, Instagram, Facebook Messenger, and Webchat.