SmartWeb’s AI features can use either FlowHunt or OpenAI as AI providers. However, the supported providers differ depending on the feature.

AI Provider Compatibility Chart

FeatureFlowHuntOpenAINotes
AI Chatbot✓-FlowHunt only
AI Email Response Creation (AI Answer Composer)✓-FlowHunt only
AI Answer Assistant (AI Answer Improver)✓✓Both supported

FlowHunt vs OpenAI Differences

FlowHunt

ItemContent
DeveloperQuality Unit (same as LiveAgent developer)
Knowledge BaseIntegrated (RAG supported)
Data SecurityNo external leak risk with same company product integration
Supported FeaturesAll AI features (Chatbot, Composer, Improver)
PricingIncluded in SmartWeb plan

OpenAI

ItemContent
DeveloperOpenAI Inc.
Knowledge BaseNot integrated (processes input text only)
Data SecurityComplies with OpenAI’s policies
Supported FeaturesAI Answer Assistant (Improver) only
PricingDirect contract with OpenAI (separate API usage fees)
  1. Data Security: Same developer as LiveAgent, eliminating risk of external data leaks
  2. Knowledge Base Integration: RAG technology enables accurate responses based on your company’s FAQ and manuals
  3. Seamless Integration: Smooth coordination between AI Answer Composer and AI Answer Improver
  4. Cost Efficiency: Included in SmartWeb plan, no additional API contracts needed

When to Choose OpenAI

  • When using only AI Answer Assistant (Improver)
  • When already using OpenAI API with other systems
  • When you want to specify particular OpenAI models (GPT-4, etc.)

FlowHunt Setup Procedure

1. Create a Flow in FlowHunt

  1. Log in to FlowHunt
  2. Click “Create New Flow”
  3. Select template “LiveAgent AI Answer Assistant (Composer & Improver)”
  4. Set flow name and save

2. Add Knowledge Sources

Connect knowledge sources to the flow:

Knowledge SourcePurpose
SchedulesRegular crawling of website URLs
Q&AManually register frequently asked questions and answers
DocumentsUpload PDF, Word, Excel, etc.

3. Register API Key in LiveAgent

  1. Get API key from “API Keys” in FlowHunt
  2. LiveAgent admin panel → “Settings” → “AI”
  3. Enter key in “FlowHunt API Key”
  4. Select the flow to use

4. Test Operation

  • Confirm AI Answer Composer icon appears in ticket screen
  • Create test reply and confirm AI Answer Improver works

OpenAI Setup Procedure

1. Obtain OpenAI API Key

  1. Log in to OpenAI Platform
  2. Create new key from “API Keys”
  3. Store key in secure location

2. Register API Key in LiveAgent

  1. LiveAgent admin panel → “Settings” → “AI”
  2. Enter key in “OpenAI API Key”
  3. Select model to use (GPT-4, GPT-3.5-turbo, etc.)

3. Usage Notes

  • OpenAI integration supports AI Answer Assistant (Improver) only
  • AI Chatbot and AI Email Response Creation (Composer) do not work with OpenAI
  • API usage fees are billed directly by OpenAI

Using Both Simultaneously

It’s possible to configure both FlowHunt and OpenAI:

AI Chatbot ──────────────────→ FlowHunt
AI Email Response Creation (Composer) → FlowHunt
AI Answer Assistant (Improver) ────→ FlowHunt or OpenAI (selectable)

For AI Answer Assistant, you can choose which provider to use at the time of usage.

Troubleshooting

When FlowHunt Doesn’t Work

  • Confirm API key is entered correctly
  • Confirm flow is in “Published” state
  • Confirm knowledge sources are properly connected

When OpenAI Doesn’t Work

  • Confirm API key is valid (check in OpenAI Dashboard)
  • Check if rate limit has been reached
  • Confirm billing information is set up correctly