Use ChatGPT and Microsoft Teams to power your customer service

Now you can use ChatGPT and Microsoft Teams to Power your Customer Service

In this article we're going to show you how you offer customer service to your website visitors right from ChatGPT and Microsoft Teams.  Create a ChatGPT chatbot to answer initial questions then escalate to your customer service agents right in Microsoft Teams.

This ChatGPT customer service chatbot is fully customizable, can leverage the latest models from OpenAI and uses your own OpenAI API Keys so you have full control over models, training phrases, etc.   

With your Microsoft Teams + ChatGPT customer service chat, you can customize the live chat pre-sales page, welcome questions, colors, and logos, as well as handoff chats to your human agents based on keywords.  Easily escalate these live chats to your team in Microsoft Teams or have your human agents answer chats during the day and have ChatGPT respond to chats off hours or chats that your agents happen to miss.

Here are some things you can do with ChatGPT + Microsoft Teams with Social Intents:

  • Pre-qualify your leads with custom fields
  • Escalate to your Microsoft Teams team with keyword triggers and intents
  • Choose your ChatGPT model (ChatGPT 4 coming soon)
  • Set up initial System messages for the ChatGPT API
  • Leverage shortcuts and dynamic responses
  • Send links to important URLs
  • Generate leads to your service with our 3rd party integrations.
  • Direct your website visitors to your website information with a chatbot

ChatGPT for Customer Service

Here's a step by step guide to creating your first customer service live chat with Microsoft Teams + ChatGPT with Social Intents


High Level Steps

  1. Sign into Microsoft Teams and add Live Chat by Social Intents app to Teams.
  2. Create your OpenAI API Key after registration
  3. Add your OpenAI API Key to your Social Intents chatbot settings.

1. Add Live Chat to Microsoft Teams

f you have already added a Live Chat tab to your Team while installing our app, great! Your tab should look like the image below and will include the circled Live Chat tab.   

You can also use this link:  Add Live Chat to Teams.

Live Chat for Teams Tab

Now, select the ‘Sign In with Microsoft’ button to authorize Live Chat for your Teams account. That's it - you don't need to sign up for a separate account. 

If you have not yet added a Live Chat tab to your Team or do not see the Live Chat tab yet, just click the '+' button at the end of the tab list.

Then search for 'Live Chat' in the popup and select it. It will look simliar to this: 
Live Chat for Microsoft Teams
Once you save the settings, you are all set with Step 1. 

Chat requests will be sent to the shared Team channel for every Live Chat. 

new live chat requests

You can reply to chats from the Team conversation or the dedicated ‘Live Chat’ tab. 

Next, mention our ‘@Live Chat’ bot in your posts of this channel to make sure we see your messages. 

2.  Create your OpenAI account

If you haven't already, sign up for your OpenAI account here:

OpenAI ChatGPT AccountOnce logged in to OpenAI, click on your profile and select 'View API keys'

ChatGPT API Keys

Now create a new API Key to use in your Social Intents Chatbot Settings for integration.


Make sure to add Billing Information to OpenAI

Please note, the ChatGPT API is only enabled on paid OpenAI plans.  Otherwise you'll see an error message response like the following from the chatbot:

You can check and add your billing information here:

3. Add your OpenAI API Key to Social Intents Chatbot Settings

Now that you've added Live Chat to Microsoft Teams, we have created a Social Intents account.  Login directly to Social Intents with your Microsoft Teams Email address and a password you generate on our site.  If you don't have one yet, just select the forgot password link to send a new one.

In your Chatbot Settings name your bot, choose an avatar for the chat bot and select Chatbot Type of 'ChatGPT with OpenAI'.

You can then decide how you want your chatbot to be invited into the chat.  You can have a chatbot only, then invite agents later, have it pick up only when your live chat agents are offline or miss a chat, or join the same time your agents join.

For ChatGPT Model, you can choose any of the models the OpenAI supports with the Chat API:

We choose the current chat model: gpt-3.5-turbo.

Copy your OpenAI API Key into the field called: ChatGPT API Key. 

ChatGPT Customer Service Chatbot SettingsNext you can customize your ChatGPT Welcome text with a Default Welcome Response, and Quick Reply buttons to help direct your users.

The Human Escalation trigger phrases can be used to match on user intent when they want to reach to a live agent.  When one of these phrases is matched, we invite your human agents by sending Live Chat Invites to Microsoft Teams, Slack, Zoom, or Webex.

Once your agents answer the chats, then the bot drops out of the conversation.

Train ChatGPT for Customer Service

4. Train your ChatGPT Chatbot with your Website Content

There are 2 parts to training your ChatGPT chatbot.  The first is to use the Instruction Phrases to allow to you send an initial System message when starting a chat to give your ChatGPT bot some context.

Generally you can use this to convey tone, types of answers, where to point visitors, etc.

Now, you can train ChatGPT with your own content easily!  Simply click on the 'Train your chatbot' button in the chatbot settings and you'll be taken to a page where you can list URL's you can use to train the bot.  

Enter your base website domain or individual urls and select 'Get links for training'.  After you retrieve the urls you want to use to train the chatbot, click 'Train all' to train your ChatGPT chatbot on your own content.  You can individual retrain urls as you update content so your chatbot will always have your latest data.

5.  Copy your Live Chat Code Snippet to your Website

Now just copy the Live Chat code snippet to your website to enable the ChatGPT customer service chat on your site.

Install your ChatGPT customer service chatGrab your code and add to your html template:

Add ChatGPT Customer Service to your website

5.  That's it!  Your ChatGPT Customer Service Bot is added on your website!

Now your website chatbot powered by ChatGPT is enabled on your website and is ready to answer your visitor questions!

ChatGPT Customer Service Chatbot

Start offering Microsoft Teams + ChatGPT customer service to your website visitors today!