Chatbot Overview
Conversational Bots
Intents & Entities
Intelligent Bots's Approach Conversational Platform
Bot Concepts and Terminology
Natural Language Processing (NLP)
Bot Types
Bot Tasks
Starting with Platform
How to Access Bot Builder
Working with 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
Bot Builder
Creating a Bot
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
Importing and Exporting
Knowledge Extraction
Small Talk
Action & Information Task
Action Tasks
Information Tasks
Establishing Flows
Natural Language
Machine Learning
ML Model
Fundamental Meaning
NLP Settings and Guidelines
Knowledge Graph Training
Ranking and Resolver
NLP Detection
Bot Intelligence
Context Management
Session and Context Variables
Context Object
Dialog Management
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
Custom Dashboard
Conversation Flows
Bot Metrics
Advanced Topics
Bot Authorization
Language Management
Collaborative Development
IVR Integration
Data Table
Universal Bots
Enabling Languages
Smart Bots
Sample Bots
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
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
BotKit SDK Tutorial – Agent Transfer
BotKit SDK Tutorial – Flight Search Sample Bot
Using an External NLP Engine
Bot Administration
Bots Admin Console
User Management
Managing Users
Managing Groups
Managing Role
Bots Management
Inviting Users
Bulk Invites
Importing Users
Synchronizing Users from AD
Security & Compliance
Using Single Sign-On
Security Settings
Cloud Connector
Bot Store
Creating a Bot Account
Adding a Bot
Choosing a Channel for a Bot
Interacting with a Bot
Setting Up Web Service Alerts
Setting Up RSS Alerts
Setting Up the Webhook Bot
Custom Bots
Bots for your Customers FAQs
Bots for your Workforce FAQs
Adding Bots
Contacting 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
Add Form Data into Data Tables
Configuring Digital Views
Add Data to Data Tables
Update Data in Data Tables
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
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  5. Contacting Support

Contacting Support

At, we value your feedback. You can report a bug and request a feature at using the Support link located at the footer of the page when using a desktop web browser to access

When you access Support, you can search for help articles, or go directly to documentation support for the Bots Platform for information about creating and working with custom bots, or the Messaging Platform documentation for information about using Bots from the Bot Store, and the messaging application for users, spaces, and rooms.

Registered users can submit a ticket, view ticket status, and also view ticket history on the My Activities command located on the user menu as shown in the following image.

Help Center - My Activities Page

To access Support on the messaging smartphone app, tap account on the top left corner of the screen. Then scroll down and tap HELP. The Support page is displayed as shown above.
You can also find us on social media, like on Twitter® ( and Facebook® (

On the desktop web or app, click your user menu in the lower left corner of the messenger Home page, and then click Help as shown below to display the Support page.
Desktop Help Menu

Collecting Information

Before you contact Support, you should be able to provide as much as possible of the following information:

  • Enrolled Plan – For example, Free or Premium, etc.
  • First & Last Name
  • Address
  • Telephone Number
  • Email Address
  • Description of the issue to include:
    • Application Type: User, Space, Enterprise, or Web Designer.
    • Module: Messages, Contacts, Workflows, Spaces, Domain Management, and so forth.
    • Detailed information on the issue, including expected and actual behavior.
    • Steps to reproduce the issue.
    • Supporting screenshots, images, or log files.

Reporting Bugs for Bots

If you need assistance with a Bot or even a custom Bot deployed in your enterprise, you should provide the following additional Bot-related information for Support.

  • Bot Name
  • Task Name
  • The environment where the Bot is deployed, for example,,, etc.
  • Specific Issue with the Bot or Task.
  • support does not have access to your bot due to data security and privacy reasons. To give access follow these steps:
    • Add as User from the User Management section (click here for how) under the admin console
    • Once the support team accepts the invite (you can work with them via the ticket to accept the invite) add as bot developer to the bot in question (click here for how) or with a specific role with required access to help expedite resolution of your issue.
    • Please mention your account name in the ticket in case you are sharing bot with

Service Level Agreement

Kore offers all of its customers unlimited 24 X 7 X 365 access to’s Help Center. Our Help Center boasts of several hundreds of articles that cover a host of features, tips, and FAQs. If you still cannot find an answer to your support question or would like to comment on a feature or request a new feature, feel free to open a support ticket directly from our Help Center. You must have an active account to submit this request.

The Support team will make every effort to reach out to every customer submitting support tickets. While we offer error response and resolution to all of our valued customers, we prioritize help to our paid customers with Premium Support.

You can contact the Support team through the following means:

The initial response and final resolution timelines are based on issue severity levels assigned to the support tickets. Severity levels assigned to tickets are mutually agreed on by the customer and the Support team and the severity may change over time if mutually agreed upon by both parties. All activity for support tickets activity is managed and tracked through the Support Portal. For more details on the SLAs contact the support team.