1. Sign up for a Chopper AI account and create a new pipeline called "CBB Pipeline and AI Foundation Tutorial".

2. Create a knowledge base for the agent using ChatGPT. Copy the generated knowledge base and paste it into the agent's settings.

3. Create two agents: "General Agent" and "Pipeline Paul". Assign the knowledge base to the General Agent.

4. Create a custom pipeline board with four stages: Low, Medium, High, and Critical.

5. Configure the Pipeline Paul agent to use a grading system based on the urgency scale provided (1-4).

6. Set up a flow that routes the conversation based on the urgency grade:

   • Low: Add the contact to the pipeline and move them to the "Low" stage.
   • Medium: Add the contact to the pipeline and move them to the "Medium" stage.
   • High: Add the contact to the pipeline and move them to the "High" stage.
   • Critical: Make an external API request to 11 Labs to initiate an outbound call with a pre-configured message.

7. Customize the outbound call message and voice settings in the 11 Labs integration.

8. Add a step to the critical path that generates a summary of the conversation and adds it as a pipeline comment.

9. Test the pipeline by simulating different user messages and verifying the correct routing and actions.

10. Publish the pipeline and set it as the default flow for the welcome message.

To create a knowledge base for the agent, we will use the ChatGPT AI assistant. Follow these steps:

1. Copy the business information (e.g., "State Farm Insurance Agency") from the Chopper AI dashboard.
2. Paste the business information into ChatGPT and request it to create a chatbot knowledge base for the business. Ensure the links are written as links, not hyperlinks.
3. Copy the knowledge base content generated by ChatGPT.
4. In the Chopper AI dashboard, go to the "Agents" section and click "Add" to create a new agent.
5. Name the agent "General Agent" and paste the knowledge base content into the agent's information.
6. Click "Save" to create the agent with the knowledge base.

This process allows you to quickly set up a knowledge base for the agent using the capabilities of ChatGPT, without the need to manually curate the content.

To set up agents and pipelines for your CBB (Conversational Business Bots) with AI phone agents and outbound call capability, follow these steps:

1. Create a Knowledge Base for the Agent:

   • Go to the Chopper AI website and click on "Sign Up".
   • Name your pipeline "CBB Pipeline and AI Foundation Tutorial".
   • In the Chopper AI dashboard, create a knowledge base for the "State Farm Insurance Agency" using the knowledge base builder or by copying the information generated by ChatGPT.

2. Add Agents:

   • In the Agents section, add a "General Agent" and paste the knowledge base information.

3. Create Pipelines:

   • In the Pipelines section, add a custom board and name it "Rename (Low, Medium, High, Critical)".

4. Add Another Agent:

   • In the Agents section, add a "Pipeline Paul" agent and paste the provided scale and example user messages.

5. Set Up the Flow:

   • In the Flows section, select the "Default Reply plus Timer" template.
   • Configure the first node to use the "General Agent".
   • Add a content action to use the "Pipeline Paul" agent for grading the message.
   • Set up conditions to check the message grade and move the contact to the appropriate pipeline stage (Low, Medium, High, Critical).
   • For the critical stage, add an external API request to trigger an outbound call using the provided API key and request body.
   • Optionally, add a step to summarize the conversation and add a comment to the pipeline.

6. Test and Publish:

   • Test the flow by simulating different user messages.
   • Publish the flow to make it live.

Remember to refer to the provided resources, such as the API key and request body, to ensure a smooth setup process.

To configure the call flow with urgency grading, follow these steps:

1. Create a custom board in the pipelines section with stages labeled "Low", "Medium", "High", and "Critical".

2. Add an agent named "Pipeline Paul" and configure it to use the urgency grading system provided in the instructions.

3. In the flows section, create a new flow called "Default Reply plus Timer".

4. In the first node, use the "General Agent" to generate the initial response.

5. In the next node, use the "Pipeline Paul" agent to grade the message based on the urgency scale.

6. Add conditional nodes to route the contact to the appropriate pipeline stage based on the urgency grade.

7. For critical messages, add an external API request to trigger an outbound call to the customer. Configure the API request with the necessary parameters, including the agent ID, phone number ID, and voice ID from your 11Labs account.

8. Additionally, add a node to generate a summary of the conversation and add it as a comment to the pipeline stage.

9. Test the flow thoroughly to ensure it is functioning as expected, and make any necessary adjustments.

10. Publish the flow and set it as the default flow for your chatbot.

By following these steps, you will have a robust call flow that automatically routes contacts based on urgency and triggers outbound calls for critical issues, providing a seamless customer experience.

To integrate with 11Labs for outbound call capability, follow these steps:

1. Go to the 11Labs website and sign up for an account.
2. Navigate to the "Conversational AI" section and create a new agent. Copy the agent ID, as you will need it later.
3. In the 11Labs dashboard, go to the "Phone Numbers" section and connect a phone number. Copy the phone number ID, as you will need it later.
4. In your Chopper AI dashboard, go to the "Agents" section and create a new agent called "Pipeline Paul".
5. Paste the knowledge base information provided by ChatGPT into the agent's details.
6. In the "Flows" section, create a new flow called "Default Reply plus Timer".
7. Add an "Open AI" node and configure it to use the "Pipeline Paul" agent.
8. Add a condition node to check the grade of the message, and connect it to different pipeline stages based on the grade.
9. For the "Critical" stage, add an "External API Request" node.
10. In the "External API Request" node, configure the request URL, headers, and body using the 11Labs agent ID, phone number ID, and other required information.
11. Add a "Send Message" node to the "External API Request" node to send a summary of the conversation to the pipeline.
12. Publish the flow and test it by sending a message to the chatbot.

Remember to keep your 11Labs API key secure and not expose it in your code or documentation.

When a customer is in a critical situation, it's important to have a tailored response that addresses their concerns and helps resolve the issue. Here's how you can customize the agent's responses for critical situations:

1. Apologize Profusely: Start the conversation by apologizing sincerely for the issue the customer is facing. Acknowledge their frustration and assure them that you are here to help resolve the situation.

2. Empathize and Understand: Encourage the customer to share more details about the problem. Listen attentively and try to understand the root cause of their dissatisfaction.

3. Offer a Resolution: Based on the information gathered, propose a solution that addresses the customer's concerns. Explain the steps you will take to resolve the issue and provide a timeline for the resolution.

4. Maintain a Calm and Reassuring Tone: Throughout the conversation, maintain a calm and reassuring tone. Avoid sounding defensive or dismissive, and instead, focus on finding a way to make the customer feel heard and valued.

5. Summarize the Conversation: At the end of the call, summarize the key points of the conversation, including the actions you will take to resolve the issue. This will help the customer feel confident that their concerns have been addressed.

6. Follow Up: Ensure that you follow up with the customer to provide updates on the resolution process and to confirm that the issue has been satisfactorily resolved.

By customizing the agent's responses for critical situations, you can demonstrate your commitment to providing exceptional customer service and help retain the customer's trust and loyalty.

In this comprehensive tutorial, we have walked through the process of setting up a CBB pipeline with AI phone agents and outbound call capability. We have covered the following key steps:

1. Creating a knowledge base for the agent using ChatGPT.
2. Setting up the general agent and the pipeline agent in the CBB dashboard.
3. Configuring the pipeline stages (low, medium, high, and critical) with corresponding actions and conditions.
4. Integrating the external API request to handle critical cases, including sending an apology message and summarizing the conversation.
5. Ensuring the default reply and flow are properly set up.

By following this step-by-step guide, you should now have a fully functional CBB pipeline with AI phone agents and outbound call capability. Remember to review the provided resources and reach out if you have any further questions or need additional assistance.