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Platform
Platform
- Overview
- Getting Started
  Getting Started
  - Accessing the Platform
  - Navigating the Platform
  - Onboarding
    Onboarding
    
    Guided Onboarding
    
    Best Practices for Training Your AI Chatbot
  - Flows and Channels
    Flows and Channels
    
    Flows
    Flows
    
    Introduction
    
    Create Flows
    
    Navigate the Flow Designer
    
    Node Types
    Node Types
    
    Introduction to Flow Nodes
    
    Agent Transfer
    
    Automation
    
    Check Agent Availability
    
    Check Business Hours
    
    Connect to API
    
    End Flow
    
    Go to Flow
    
    IVR Digit Input
    
    IVR Menu
    
    Message Prompt
    
    Script Task
    
    Set Queue
    
    Split
    
    Channels
    Channels
    
    Digital
    
    Voice
    Voice
    
    Kore.ai Voice Gateway
    
    Third-Party Voice
    Third-Party Voice
    
    Amazon Alexa
    
    Twilio Voice
    
    AudioCodes
    
    IVR
- Glossary
  Glossary
  - Concepts and Terminology
- Release Notes
  Release Notes
  - What's New in XO v11
  - XO v11 vs. v10
  - Current Limitations
  - XO v11.x Updates
    XO v11.x Updates
    
    Automation AI
    
    Search AI
    
    Contact Center AI
    
    Agent AI
    
    Platform Services
Automation AI
Automation AI
- Overview
- Getting Started
  Getting Started
- Use Cases
  Use Cases
  - Dialog Tasks
    Dialog Tasks
    
    Overview
    
    Navigating Dialog Tasks
    
    Build Dialog Tasks
    
    Node Types
    Node Types
    
    Overview
    
    Intent Node
    
    Dialog Node
    
    Dynamic Intent Node
    
    GenAI Node
    
    GenAI Node v2
    
    GenAI Prompt
    
    Entity Node
    
    Form Node
    
    Confirmation Node
    
    Message Node
    
    Logic Node
    
    Service Node
    
    Webhook Node
    
    Script Node
    
    Process Node
    
    Agent Transfer Node
    
    Search AI Node
    
    Agent Transfer Node
    
    Search AI Node
    
    Node Connections
    Node Connections
    
    Node Connections Setup
    
    Sub-Intent Scoping
    
    Entity Types
    
    Entity Rules
    
    User Prompts or Messages
    
    Voice Call Properties
    
    Custom Authentication via Service Nodes
    
    2-way SSL for Service Nodes
  - Alert Tasks
  - Small Talk
  - Digital Skills
    Digital Skills
    
    Overview
    
    Digital Forms
    
    Configure Digital Forms
    
    Digital Views
    
    Configure Digital Views
- Knowledge AI
  Knowledge AI
  - Overview
  - Knowledge Graph (KG)
    Knowledge Graph (KG)
    
    Introduction
    
    Terminology
    
    Build a KG
    
    Manage FAQs
    
    Knowledge Extraction
    
    Import or Export KG
    Import or Export KG
    
    Prepare Data for Import
    
    Import or Export KG
    
    Auto-Generate KG
    
    KG Analysis
- Natural Language
  Natural Language
  - Overview
  - NLP Optimization
  - NLP Guidelines
  - Training
    Training
    
    Overview
    
    ML Engine
    ML Engine
    
    Overview
    
    Model Validation
    
    FM Engine
    
    KG Engine
    
    Traits Engine
    
    Ranking and Resolver
    
    Training Validations
  - NLU Configuration
    NLU Configuration
    
    NLP Engine Configurations
    
    Multi Intent Detection
    
    Amend Entities
- Intelligence
  Intelligence
  - Overview
  - Events
    Events
    
    Intent Events
    
    Context Management
    
    Context Object
    
    Conversation Events
    Conversation Events
    
    Default Conversations
    
    Sentiment Events
    Sentiment Events
    
    Sentiment Management
    
    Tone Analysis
  - Conversation Management
    Conversation Management
    
    Standard Responses
    
    Manage Interruptions
    
    Ignore Words and Field Memory
- Testing
  Testing
  - Overview
  - Test (Talk to Bot)
  - Utterance Testing
  - Regression Testing
    Regression Testing
    
    Health and Monitoring
    
    Batch Testing
    
    Conversation Testing
- Advanced Topics
  Advanced Topics
  - Intent Discovery
  - Manage Assistant
    Manage Assistant
    
    Team Collaboration
    
    Feedback Survey
- How To
  How To
  - Marketplace Integration
    Marketplace Integration
    
    Create a Ticket in Zendesk
    
    Lead Capture in Salesforce
    
    Lead Capture in HubSpot
Search AI
Search AI
- Overview
- Getting Started
  Getting Started
  - About Answers in Search AI
  - Setup Search AI
- Content
  Content
  - Sources
    Sources
    
    Overview
    
    Web Crawl
    
    Directory
    
    Connectors
    Connectors
    
    Introduction
    
    Confluence Server
    
    Confluence Cloud
    
    Dropbox
    
    Google Drive
    
    ServiceNow
    
    Zendesk
    
    Salesforce
    
    Azure Storage
    
    DotCMS
    
    SharePoint
- Index
  Index
  - Extraction Strategy
  - Content Browser
  - Workbench
    Workbench
    
    Introduction
    
    Field Mapping Stage
    
    Custom Script
    
    Exclude Document
    
    Workbench Simulator
  - Vector Configuration
- Configuration
  Configuration
- Dev Tools
  Dev Tools
  - Advanced Configuration
Contact Center AI
Contact Center AI
- Overview
- Agent and Supervisors
  Agent and Supervisors
  - Agent Management
  - Dispositions
- Configurations
  Configurations
  - AgentAssist Settings
  - Hours of Operation
  - Languages and Speech
  - Response Templates
  - Agent Forms
  - Surveys
  - Widgets
  - Advanced Settings
    Advanced Settings
    
    Co-Browse
    
    Community WFM [Beta]
    
    Automatic Conversation Summary [Beta]
    
    Sensitive Data Masking
- Flows and Routing
  Flows and Routing
  - Conditional Flows
  - Waiting Flows
- Routing
  Routing
  - Queues
  - Skills
- Agent Console
  Agent Console
- Campaigns
  Campaigns
  - Overview
  - Dashboard
  - Campaign Management
    Campaign Management
    
    Voice Campaigns
    
    SMS Campaigns
    
    Proactive Web Campaigns
  - List Management
  - Templates
  - Settings
  - Frequently Asked Questions
- Quality Management
  Quality Management
  - Overview
  - Setup Guide
  - Analyze
    Analyze
    
    Dashboard
    
    Conversation Intelligence
    
    Conversation Mining
    
    AI Assisted Manual Audit
  - Configure
    Configure
    
    Evaluation Criteria
    Evaluation Criteria
    
    Configure Evaluation Forms
    
    Configure Evaluation Metrics
    
    Best Practices for Auto QA Configuration
    
    Settings
Agent AI
Agent AI
- Overview
- Set up Agent AI
  Set up Agent AI
  - Agent Coaching
  - Agent Playbook
  - Configurations
    Configurations
    
    Welcome Events
    
    Answers Configuration
    
    AgentAssist Widget Settings
    
    Feedback Settings
    
    Widget Theming Layout Customization
- Agent Experience
  Agent Experience
  - Agent AI Widget
  - Bot Override and Automation
- Integrations
  Integrations
  - Genesys Voice
GenAI Tools
GenAI Tools
- Overview
- Free LLM and GenAI Tokens
- Models Library
  Models Library
  - LLM Integration
  - Kore.ai XO GPT Module
- Prompts Library
  Prompts Library
  - Add Custom Prompts
- GenAI Features
  GenAI Features
  - Co-Pilot Features
  - Dynamic Conversations Features
- Safeguards
  Safeguards
  - Data Anonymization
  - Guardrails
Integrations & APIs
Integrations & APIs
- Overview
- Integrations
  Integrations
  - Automation
    Automation
    
    Actions
    Actions
    
    Actions Overview
    
    Asana
    Asana
    
    Configure
    
    Templates
    
    Azure OpenAI
    Azure OpenAI
    
    Configure
    
    Templates
    
    BambooHR
    BambooHR
    
    Configure
    
    Templates
    
    Bitly
    Bitly
    
    Configure
    
    Templates
    
    Confluence
    Confluence
    
    Configure
    
    Templates
    
    DHL
    DHL
    
    Configure
    
    Templates
    
    Freshdesk
    Freshdesk
    
    Configure
    
    Templates
    
    Freshservice
    Freshservice
    
    Configure
    
    Templates
    
    Google Maps
    Google Maps
    
    Configure
    
    Templates
    
    Here
    Here
    
    Configure
    
    Templates
    
    Hubspot
    Hubspot
    
    Configure
    
    Templates
    
    JIRA
    JIRA
    
    Configure
    
    Templates
    
    Microsoft Graph
    Microsoft Graph
    
    Configure
    
    Templates
    
    OpenAI
    OpenAI
    
    Configure
    
    Templates
    
    Salesforce
    Salesforce
    
    Configure
    
    Templates
    
    Servicenow
    Servicenow
    
    Configure
    
    Templates
    
    Stripe
    Stripe
    
    Configure
    
    Templates
    
    Shopify
    Shopify
    
    Configure
    
    Templates
    
    Twilio
    Twilio
    
    Configure
    
    Templates
    
    Zendesk
    Zendesk
    
    Configure
    
    Templates
    
    Agent Transfer
    Agent Transfer
    
    Agent Transfer Integrations
    
    Configuring Custom Agent Integration
    
    Configuring the Drift Agent
    
    Configuring the Genesys Agent
    
    Configuring the Intercom Agent
    
    Configuring the NiceInContact
    
    Configuring the Salesforce Agent
    
    Configuring the ServiceNow Agent (Tokyo and Lower versions)
    
    Configuring the ServiceNow Agent (Utah and Higher versions)
    
    Adding the Unblu Channel
    
    External NLU Adapters
    External NLU Adapters
    
    Overview
    
    Dialogflow Engine
    
    Test and Debug
  - Contact Center
    Contact Center
    
    Kore Voice Automation
    Kore Voice Automation
    
    Zoom Contact Center
    
    Talkdesk
- APIs and SDKs
  APIs and SDKs
  - API Reference
    API Reference
    
    Getting Started
    
    Rate Limits
    
    API List
    API List
    
    Automation APIs
    
    Search APIs
    
    Contact Center APIs
    
    Agent APIs
    
    koreUtil Libraries
  - SDK Reference
    SDK Reference
    
    SDK Introduction
    
    Web SDK
    Web SDK
    
    How the Web SDK Works
    
    SDK Security
    
    SDK Registration
    
    SDK Configurations
    
    Web Socket Connect and RTM
    
    Tutorials
    Tutorials
    
    Widget SDK Tutorial
    
    Web SDK Tutorial
    
    BotKit SDK
    BotKit SDK
    
    BotKit SDK Deployment Guide
    
    Installing the BotKit SDK
    
    Using the BotKit SDK
    
    SDK Events
    
    SDK Functions
    
    Installing Botkit in AWS
    
    Installing Botkit in AWS
    
    Tutorials
    Tutorials
    
    BotKit - Blue Prism
    
    BotKit - Flight Search Sample VA
    
    BotKit - Agent Transfer
Analytics
Analytics
- Introduction
- Dashboard Filters
- Overview
  Overview
- GenAI Analytics
  GenAI Analytics
  - LLM and GenAI Usage Logs
- Automation
  Automation
  - Performance Dashboard
  - Conversation Insights
  - NLP Insights
  - Task Execution Logs
  - Custom Dashboard
    Custom Dashboard
    
    Introduction
    
    Custom Meta Tags
    
    Create Custom Dashboard
    
    Create Custom Dashboard Filters
  - Conversation Flows
- Contact Center
  Contact Center
  - Agent AI Dashboard
  - Agent AI Conversation Logs
  - Queues & Agents
  - Interactions
  - Reports
    Reports
    
    Introduction
    
    Reports List
Administration
Administration
- Users
  Users
  - Manage Users
  - Manage Role and Permissions
- Deployment
  Deployment
- Data
  Data
- App Settings
  App Settings
  - App Profile
  - Language Management
    Language Management
    
    Get Started
    
    Supported Components & Features
    
    Manage Languages
    
    Manage Translation Services
    
    Multilingual Virtual Assistant Behavior
  - Dev Tools
    Dev Tools
    
    App Functions
    
    Authorization Profiles
    
    Web/Mobile SDK
    
    API Scopes
    
    Mock Scenes
  - Using Variables
  - Managing Namespaces
  - Advanced Settings
    Advanced Settings
    
    PII Settings
    
    Manage Sessions
  - Change Logs
  - Delete App
- Admin Console
  Admin Console
  - Introduction to Admin Console
  - Administration Dashboard
  - User Management
    User Management
    
    Add Users
    
    Manage Groups
    
    Manage Roles
  - Data Tables And Views
  - Assistant Management
  - Enrollment
    Enrollment
    
    Invite Users
    
    Send Bulk Invites
    
    Import User Data
    
    Synchronizing Users from Active Directory
  - Security and Control
    Security and Control
    
    Using Single-Sign On (SSO)
    
    Two-Factor Authentication (2FA)
    
    Security Settings
  - Cloud Connector
  - Analytics for Bots Admin
  - Billing

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