Chatbot Overview
Conversational Bots
Intents & Entities
Intelligent Bots
Kore.ai's Approach
Kore.ai Conversational Platform
Bot Concepts and Terminology
Natural Language Processing (NLP)
Bot Types
Bot Tasks
Starting with Kore.ai Platform
How to Access Bot Builder
Working with Kore.ai Bot Builder
Building your first Bot
Getting Started with Building Bots
Using the Dialog Builder Tool
Creating a Simple Bot
Release Notes
Latest Updates
Older Releases
Deprecations
Bot Builder
Creating a Bot
Design
Develop
Storyboard
Dialog Task
User Intent Node
Dialog Node
Entity Node
Supported Entity Types
Composite Entities
Supported Time Zones
Supported Colors
Supported Company Names
Form Node
Logic Node
Message Nodes
Confirmation Nodes
Service Node
Custom Authentication
2-way SSL for Service nodes
Script Node
Agent Transfer Node
WebHook Node
Grouping Nodes
Connections & Transitions
Managing Dialogs
Prompt Editor
Alert Tasks
Alert Tasks
Ignore Words and Field Memory
UI Forms
Digital Views
Knowledge Graph
Terminology
Building
Generation
Importing and Exporting
Analysis
Knowledge Extraction
Small Talk
Action & Information Task
Action Tasks
Information Tasks
Establishing Flows
Natural Language
Overview
Machine Learning
ML Model
Fundamental Meaning
NLP Settings and Guidelines
Knowledge Graph Training
Traits
Ranking and Resolver
NLP Detection
Bot Intelligence
Overview
Context Management
Session and Context Variables
Context Object
Dialog Management
Sub-Intents
Amend Entity
Multi-Intent Detection
Sentiment Management
Tone Analysis
Sentiment Management
Default Conversations
Default Standard Responses
Channel Enablement
Test & Debug
Talk to Bot
Utterance Testing
Batch Testing
Record Conversations
Publishing your Bot
Analyzing your Bot
Overview
Dashboard
Custom Dashboard
Conversation Flows
Bot Metrics
Advanced Topics
Bot Authorization
Language Management
Collaborative Development
IVR Integration
Data Table
Universal Bots
Defining
Creating
Training
Customizing
Enabling Languages
Smart Bots
Defining
Sample Bots
Github
Asana
Travel Planning
Flight Search
Event Based Bot Actions
koreUtil Libraries
Bot Settings
Bot Functions
General Settings
PII Settings
Customizing Error Messages
Bot Management
Bot Versioning
Using Bot Variables
API Guide
API Overview
API List
API Collection
SDKs
SDK Overview
SDK Security
SDK App Registration
Web SDK Tutorial
Message Formatting and Templates
Mobile SDK Push Notification
Widget SDK Tutorial
Widget SDK – Message Formatting and Templates
Web Socket Connect & RTM
Using the BotKit SDK
Installing
Configuring
Events
Functions
BotKit SDK Tutorial – Agent Transfer
BotKit SDK Tutorial – Flight Search Sample Bot
Using an External NLP Engine
Bot Administration
Bots Admin Console
Dashboard
User Management
Managing Users
Managing Groups
Managing Role
Bots Management
Enrollment
Inviting Users
Bulk Invites
Importing Users
Synchronizing Users from AD
Security & Compliance
Using Single Sign-On
Security Settings
Cloud Connector
Analytics
Billing
Bot Store
Overview
Creating a Kore.ai Bot Account
Adding a Kore.ai Bot
Choosing a Channel for a Bot
Interacting with a Kore.ai Bot
Setting Up Web Service Alerts
Setting Up RSS Alerts
Setting Up the Kore.ai Webhook Bot
Custom Kore.ai Bots
Bots for your Customers FAQs
Bots for your Workforce FAQs
Adding Bots
Contacting Kore.ai Support
Setting Up Filters
Bot Store Settings
How Tos
Creating a Simple Bot
Creating a Banking Bot
Transfer Funds Task
Update Balance Task
Context Switching
Using Traits
Schedule a Smart Alert
Configure UI Forms
Configuring Digital Views
Custom Dashboard
Custom Tags to filter Bot Metrics
Patterns for Intents & Entities
Build Knowledge Graph
Global Variables
Content Variables
Using Bot Functions
Configure Agent Transfer
  1. Home
  2. Docs
  3. Bots
  4. Bot Store
  5. Adding Bots
  6. Adding a Groove Bot

Adding a Groove Bot

Kore.ai provides integration for a built-in Groove Bot that you can use to display message notifications and execute tasks directly from Kore.ai Messenger or other supported channel. To use the Groove Bot, you just need to add the Bot to your channel, and then configure the settings for the Bot, such as authentication to access Groove, and the notification messages that you want. For more information about other Kore.ai Bots, see  Adding Bots.

About the Kore.ai Bot for Groove

DIYGrooveLogoGroove is a simple customer service ticketing and knowledge base Software for SaaS and eCommerce Businesses. You can use this Bot to get alert messages for new and changed tickets and customers, as well as for action tasks such as creating or updating tickets.

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.
Channels Kore.ai – This Bot is available in the Kore.ai Messenger application.
Spark – This Bot is available in the Cisco Spark application.

Configuring Groove 

To configure a Groove webhook for Kore.ai, you must have a Groove account with administrator access as well as API access to configure a webhook. If you don’t, you’ll need to contact theGroove system administrator for your company. For more information, see the Customer Support Center in the Groove documentation.
To get started configuring the webhook in Groove, you’ll need two things:

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

The webhook URL is account-specific and cannot be transferred to any other account. This means that if you configure a Groove webhook using a test account, you will have to recreate the alert and get a new webhook URL to configure in Groove. The following URL is an example webhook URL.
https://company.kore.com/hooks/c6089802f36250c179dcb1aa29afd24c

Configuring Webhook

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

  1. Log on to Groove and then on the top menu bar, click Settings.
  2. In the COMPANY section, click API. The API Settings page is displayed.
  3. In the Webhooks section, in the first field, select the notification type for the Kore.ai alert, for example, ticket_started.
  4. In the second field, enter the Kore.ai webhook URL for the alert.
  5. Click ADD WEBHOOK.
  6. Repeat steps 3 – 5 for each notification type.

Groove Notification Types

The following list shows the types of Groove notifications you can choose to create a Kore.ai alert.
ticket_started, ticket_opened, ticket_closed, ticket_assigned, ticket_priority_changed, ticket_deleted, ticket_tagged, ticket_moved, customer_replied, customer_added, agent_invited, agent_archived, note_added, agent_replied
For more information, see Webhooks in the Groove documentation.
After you are connected, you can perform tasks for Groove directly from your channel and setup message notifications to get notified when an event occurs in Groove.
The following table describes Groove tasks that you can integrate into your channel.

TASK TO CONFIGURE THIS TASK…
Create Message In the Perform Task dialog,

  • select a Ticket
  • enter a Message
  • optionally select Is this message a private note?
  • and then click Submit.

In a team room, you can enter the @groove newmsg Bot command to invoke and configure this task.

Create Ticket In the Perform Task dialog,

  • optionally enter a Subject
  • enter the content for the Body
  • enter the sender in the From field
  • enter the recipient in the To field
  • and then click Submit.

In a team room, you can enter the @groove createtkt Bot command to invoke and configure this task.

Update Assignee In the Perform Task dialog,

  • select a Ticket to update
  • select an Agent to update
  • and then click Submit.

In a team room, you can enter the @groove updateassgn Bot command to invoke and configure this task.

Update Priority In the Perform Task dialog,

  • select a Ticket
  • select a Priority
  • and then click Submit.

In a team room, you can enter the @groove updatepriority Bot command to invoke and configure this task.

Update Status In the Perform Task dialog,

  • select a Ticket
  • select a State
  • and then click Submit.

In a team room, you can enter the @groove updatestate Bot command to invoke and configure this task.

You can setup message notifications in your channel using a Groove webhook. Click , click Get notified when…, click Groove Alerts, 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 Groove Webhooks.
  • optionally customize the Task Name 
  • optionally customize the Short Description
  • enable or disable Mute task notifications
  • and then click Finish.

Next Steps

After the webhook is configured in Groove, when any of the events occur in Groove, a message is displayed on the Bots page in Kore.ai Messenger or your supported channel.

Menu