When a chat is initiated in Channel Talk, how to create a response using Dify and notify it in Google Chat

"It takes time to respond to inquiries, keeping customers waiting..." "Information sharing within the team doesn't go smoothly amidst busyness..." Are you facing such concerns? Channel Talk is a convenient tool that streamlines inquiry responses, but it becomes even more effective when integrated with Dify and Google Chat. For instance, when an inquiry comes in through Channel Talk, Dify's AI instantly generates a response draft, which is shared with the entire team in real-time. This reduces the time customers have to wait and aims to improve response speed and team collaboration. Traditionally, this setup required programming, but our company has developed a template that makes it easy to implement without coding. In this article, we will introduce the setup method and specific benefits, so please read to the end. Recommended for: This flow bot is perfect for the following people: - Those who want to efficiently handle customer inquiries - Those who want to maintain consistent quality in responses - Those who are new to automation - Those who want to improve customer satisfaction - Those who want to reduce the workload for the entire team Benefits and specific use cases of generating response drafts with Dify and notifying Google Chat when a chat starts in Channel Talk: We have considered the benefits of automation from the perspectives of customer support representatives, operation leaders, and team managers. 1. A system to enhance the speed and accuracy of inquiry responses By introducing this automation, Dify uses AI to generate response drafts based on the inquiry content. Since representatives can start creating responses from a draft, response speed is expected to improve. For example, AI can quickly propose appropriate response drafts for common inquiries, reducing the time customers wait for answers. Smooth responses contribute to giving customers a sense of security and trust that their requests are quickly understood and addressed, ultimately leading to improved customer satisfaction. 2. Standardizing response quality through shared information Dify can learn from inquiry content and generate consistent response drafts. This system allows even new representatives to maintain high-quality responses. Additionally, since the generated response drafts are notified to the entire team through Google Chat, information sharing becomes smooth. For example, even shift-based operators can provide consistent responses, reducing variations in customer service. By leveraging Dify's learning capabilities and Google Chat, a system is established where response quality is maintained across the team. 3. Accelerating decision-making through information aggregation By aggregating inquiry content and response drafts in Google Chat, team managers can quickly grasp the situation. Not only can they promptly assign the appropriate representative to handle complex inquiries, but they can also discuss with team members within Google Chat. Furthermore, since all interactions are recorded, it is possible to search and review them later for improvements. This environment not only speeds up decision-making but also aids in long-term business improvement. From here, we will explain the setup method for "automating the generation of response drafts with Dify and notifying Google Chat when a chat starts in Channel Talk" using Yoom's flow bot template. [What is Yoom] How to generate response drafts with Dify and notify Google Chat when a chat starts in Channel Talk: Integration Process: - Register your app with Yoom (Channel Talk, Dify, and Google Chat) - Copy the template - Set up app triggers and integrate apps - Turn on the trigger button and start integration

Items to Prepare in Advance

Channel Talk

Channel Talk account information (for operating the management screen)
Access Token
- Open the settings from the left menu list in the channel settings, and click on Security & Development. You can obtain the secret key (access token) by clicking '＋Create New Authentication Key' from API Management.

Access Key

Once you create an authentication key as mentioned above, you can also obtain an access key.

Dify

Dify account information (for operating the management screen)
App (Chatbot)
- How to create: Dify Official App Creation
Access Token
- Obtain it from the Dify app.
- Open the created app and select "Monitoring" from the left menu bar.
- Click on "API Key" within Backend and Service API.
- Click 'API Key' and select '＋Create New Secret Key' to display the API secret key. This corresponds to the access token. More details: Dify My App Registration Method and What You Can Do by Linking

Google Chat

Linking Google Chat with Yoom requires administrator privileges on Google Cloud Platform. Therefore, please request the administrator to link Yoom with Google Chat.

Help: Google Chat (OAuth) My App Registration Method

Step 1: Setting Up My App Integration

Here, we will set up the registration of the app information to be integrated into Yoom. Log in to Yoom's workspace and click ＋New Connection on the My Apps screen.

A list of apps that can be connected to Yoom will be displayed. Search for the app to be integrated from the search window and proceed with the registration of My App.

Channel Talk

Click on the app name from the search results. A screen will appear to enter the values obtained from Channel Talk.

Account Name
- Enter a value that is easy to identify. Use values that can identify the account, such as an email address.
Access Token
Access Key
- Enter the values obtained in advance.

After entering the required fields, click the "Add" button to complete the registration of My App in Channel Talk.

Dify

Click on the app name from the search results. A screen will appear to enter the values necessary for integration.

Account Name
- Enter any value. It is recommended to use values that can identify the account, such as an email address.
Access Token
- Enter the values obtained in advance.

After entering the required fields and clicking the add button, the registration of My App in Dify is complete.

Google Chat

Select Google Chat (OAuth) from the search results.

Click "Sign in with Google" and select the Google account to be linked.

Enter the information obtained from Google Cloud Platform in the required fields and click 'Add'.

Help: Google Chat (OAuth) My App Registration Method

This completes the registration of My App in Google Chat.

Step 2: Copy Yoom's Flow Bot Template to My Project

Click this banner.

The template will be copied to My Project. You can access My Project from the left menu bar.

Step 3: App Trigger "When a New Customer Chat is Created"

Click on the first step of the template.

Here, you will set up to retrieve ticket information issued by Channel Talk.

(1/2) Select Integration Account and Action

This item is already pre-configured.

App Trigger Title
App
Account Information Integrated with Channel Talk
Trigger Action

→ Click Next.

(2/3) API Detailed Settings for App Trigger

Webhook Name
- Enter any value according to the purpose. Example: When a chat starts
Access Key
- Enter the access key obtained from Channel Talk.

(3/3) API Detailed Settings for App Trigger

Webhook Event
- Start a new chat in Channel Talk and click Test.

→ Click Test. → Success. The following items can be obtained. These will be used in Dify's prompt (instructions).

→ Click Save.

Step 4: Integrate with App "Send Chat Message"

Click on the second step of the template.

Here, you will set up the prompt (instructions) to be sent to Dify.

(1/2) Select Integration Account and Action

This is already pre-configured.

App Trigger Title
App
Account Information Integrated with Dify
Trigger Action

→ Click Next.

(2/2) API Connection Settings

query
- Quote the inquiry content from the customer.
- Click the edit field to display the output obtained from Channel Talk. The code {{details}} is embedded in the pre-settings, but customization by quoting other codes is possible.

‍

user
- Set an arbitrary identifier in alphanumeric characters.
Variable

It is not mandatory, but by utilizing it, you can set prompts and notifications more flexibly and efficiently. For example, dynamic information such as "name" or "date" can be automatically reflected in the prompt, reducing the effort of setting while enabling a perfect response for the user.

→ Click Test. → Success. You can obtain Dify's response proposals (response content), etc.

→ Click Save.

Step 5: Integrate with App "Send Message"

Click on the third step of the template.

Here, you will set up the template message to be notified to Google Chat.

(1/2) Select Integration Account and Action

This is already pre-configured.

App Trigger Title
App
Account Information Integrated with Google Chat
Trigger Action

→ Click Next.

(2/2) API Connection Settings

Resource Name of the Space
- Click the edit field to open a dropdown, and the space names of the integrated Google Chat will be displayed. When you select a space name, its ID will be quoted.

Message Content
- Create the template message to be notified.

Click the edit field to embed the values obtained from the previous operation (Send Chat Message to Dify). By quoting the actual detailed code of the Channel Talk received and posting Dify's response content, it becomes easier to verify consistency.

→ Click Test. → Success

→ Click Save. This concludes the process.

Step 6: Turn ON the App Trigger

Once all steps are configured, a completion screen will be displayed.

Turn ON the trigger and activate the flowbot with the toggle at the top left of the template.

<span class="mark-yellow">The flowbot setup was easily completed without programming.</span> The template used this time is here.

Make the Most of It! 3 Automations Using Dify and Google Chat

Dify and Google Chat can integrate with other apps, further expanding the scope of automation.

1. Fully Automate HubSpot Inquiries

When an inquiry occurs in HubSpot, Dify automatically creates a response and sends a notification via Google Chat. This system improves the speed of customer service.

2. Automate Quick Responses to New Conversations in Intercom

When a new conversation is created in Intercom, Dify instantly generates a response and notifies Google Chat. You can proceed with handling the conversation based on the suggested response, enabling quick responses.

3. Respond Quickly to Google Form Inquiries

Dify generates responses based on the inquiries received through Google Forms and notifies you via Google Chat. It is capable of generating consistent response suggestions based on learned content.

Summary

In this article, we introduced the appeal of an automated flow that integrates Channel Talk, Dify, and Google Chat. By generating consistent response proposals based on inquiries with Dify's AI, representatives can smoothly create responses from a draft. Additionally, information sharing using Google Chat allows even new representatives to provide high-quality responses. Furthermore, with the aggregation of inquiry information, team managers can quickly assign tasks and utilize discussion histories for improvements. With Yoom, you can easily achieve these features without programming. Why not implement this flow bot to make your inquiry handling more efficient and high-quality? Click the banner to start automating today.

Well then, see you again!