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Adding an Enchant Bot

Kore.ai provides many built-in Bots that you can use to show alert messages in a Kore.ai account, execute tasks for this Bot or other Bots, and create related tasks by mapping a task to an alert. Each alert can be defined with filters to display only the relevant data needed by the end-user.

This topic describes the Enchant built-in Bot for Kore.ai. For more information about other Bots, see Adding Bots.

About the Kore.ai Bot for Enchant

DIYEnchantLogoEnchant is a fully hosted web solution that you can use to manage email andTwitter-based customer support.

Integration Type Webhook – Connect to this Bot using a webhook integration where the web application pushes message notifications in near real time.
Category Customer Support – This Bot is available in the Kore.ai application in the Customer Support category.

Configuring Enchant 

To configure a Enchant webhook for Kore.ai, you must have a Enchant account with administrator access as well as API access to configure a webhook. If you don’t, you’ll need to contact the Enchant system administrator for your company. For more information, see the Enchant REST API in the Enchant documentation.

To get started configuring the webhook in Enchant, you’ll need two things:

  1. The Kore.ai webhook URL provided when you set up an alert in your Kore.ai account for each alert that you want to enable in Enchant.
  2. A valid Username and Password for an account with Enchant API access.

The webhook URL is account-specific and cannot be transferred to any other account. This means that if you configure a Enchant webhook using a test account, you will have to recreate the alert and get a new webhook URL to configure in Enchant. The following URL is an example webhook URL.

https://company.kore.com/hooks/c6089802f36250c179dcb1aa29afd24c

Configuring Webhook

This procedure describes the steps in Enchant to configure a webhook using a Kore.ai webhook URL endpoint.

  1. Log on to Enchant, and then on the top menu bar, click the Settings DIYSettingsIcon icon.
  2. On the left Navigation menu, click Apps.
  3. On the Apps page, click Webhooks.
  4. On the Webhooks page, click Install Now. The Install Webhook page is displayed.
  5. In the Name field, enter the name of the webhook used in the Enchant application.
  6. In the Destination URL field, enter the Kore.ai webhook URL for the alert.
  7. In the Event field, select one or more events to send as alerts to Kore.ai, and then click Save.

After you are connected, you can perform tasks for Enchant directly from the Kore.ai application and setup message notifications to get notified in the Kore.ai application when an event occurs inEnchant.

The following table describes Enchant tasks that you can integrate with Kore.ai.

TASK TO CONFIGURE THIS TASK…
Add Note to Ticket In the Perform Task dialog,

  • select a Ticket
  • search a User
  • enter a Body of a note
  • and then, select Htmlized as Yes or No.

In a space room, you can enter the @enchant addnote Bot command to invoke and configure this task.

Create Customer In the Perform Task dialog,

  • enter a First Name
  • and then, enter a Last Name.

In a space room, you can enter the @enchant newcust Bot command to invoke and configure this task.

Create Inbound Email Reply In the Perform Task dialog,

  • select a Ticket
  • enter a Body of an Email
  • select Htmlized as Yes or No
  • select From whom an Email is sent
  • and then, select To whom an Email is sent.

In a space room, you can enter the @enchant create_inbound_email_reply Bot command to invoke and configure this task.

Create Outbound Email Reply In the Perform Task dialog,

  • select a Ticket
  • select a Customer
  • select To whom an Email is sent
  • select a User
  • enter a Body of an Email
  • and then, select Htmlized as Yes or No.

In a space room, you can enter the @enchant create_outbound_email_reply Bot command to invoke and configure this task.

Update Ticket State In the Perform Task dialog,

  • select a Ticket
  • select a State.

In a space room, you can enter the @enchant updatetkt  Bot command to invoke and configure this task.

Create Email Contact In the Perform Task dialog,

  • select a Customer
  • and then, enter an Mail Id.

In a space room, you can enter the @enchant newcontact  Bot command to invoke and configure this task.

Create Ticket In the Perform Task dialog,

  • enter a Subject
  • select a Customer
  • and then enter a Reply Mail Id.

In a space room, you can enter the @enchant newtkt Bot command to invoke and configure this task.

Assign Ticket In the Perform Task dialog,

  • select a Ticket
  • and then, select Assign To.

In a space room, you can enter the @enchant assigntkt Bot command to invoke and configure this task.

Update Customer In the Perform Task dialog,

  • select a Customer
  • enter a First Name 
  • and then, enter a Last Name.

In a space room, you can enter the @enchant update_customer Bot command to invoke and configure this task.

Move Ticket to Trash In the Perform Task dialog, select a Ticket to move to trash.

In a space room, you can enter the @enchant trashtkt Bot command to invoke and configure this task.

 

You can setup message notifications to your Kore.ai account using a Enchant webhook. Click , click Get notified when…, click Ticket Updates, and then in the Setup Task dialog:

  • click the Activate button to generate a Webhook URL.
  • copy and save the URL, or click Email Instructions to send the URL to an email account. For more information, see Configuring Enchant Webhooks.
  • optionally customize the Task Name 
  • optionally customize the Short Description
  • enable or disable Mute task notifications.

Next Steps

After the webhook is configured in Enchant, when any of the events occur in Enchant, a message is displayed on the Bots tab in the Messages section for the Kore.ai account.

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