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
Message Nodes
Confirmation Nodes
Service Node
Custom Authentication
2-way SSL for Service nodes
Script Node
Agent Transfer Node
WebHook Node
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
Configure UI Forms
Creating a Banking Bot
Transfer Funds Task
Update Balance Task
Context Switching
Using Traits
Schedule a Smart Alert
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
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  5. Contacting Kore.ai Support

Contacting Kore.ai Support

At Kore.ai, we value your feedback. You can report a bug and request a feature at https://bots.kore.ai/botstore/ using the Support link located at the footer of the page when using a desktop web browser to access Kore.ai.

When you access Kore.ai 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 Kore.ai Bots from the Bot Store, and the Kore.ai messaging application for users, spaces, and rooms.

Registered Kore.ai 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 Kore.ai Support on the Kore.ai messaging smartphone app, tap account on the top left corner of the screen. Then scroll down and tap HELP. The Kore.ai Support page is displayed as shown above.
You can also find us on social media, like on Twitter® (@Kore.ai) and Facebook® (https://www.facebook.com/kore.aicommunity/).

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

Collecting Information

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

  • Enrolled Kore.ai 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 Kore.ai Bot or even a custom Bot deployed in your enterprise, you should provide the following additional Bot-related information for Kore.ai Support.

  • Bot Name
  • Task Name
  • The environment where the Bot is deployed, for example, https://bots.kore.ai, https://myCompany.com, etc.
  • Specific Issue with the Bot or Task.
  • Kore.ai support does not have access to your bot due to data security and privacy reasons. To give access follow these steps:
    • Add koresupport@kore.com 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 koresupport@kore.com 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 koresupport@kore.com.

Service Level Agreement

Kore offers all of its customers unlimited 24 X 7 X 365 access to Kore.ai’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 Kore.ai account to submit this request.

The Kore.ai 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 Kore.ai 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 Kore.ai 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 Kore.ai Support Portal. For more details on the SLAs contact the support team.

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