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
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
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
koreUtil Libraries
Universal Bots
Enabling Languages
Smart Bots
Sample Bots
Travel Planning
Flight Search
Event Based Bot Actions
Bot Settings
Bot Functions
General Settings
PII Settings
Customizing Error Messages
Bot Management
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
Context Switching
Using Traits
Schedule a Smart Alert
Configure Agent Transfer
Configuring Digital Views
Custom Dashboard
Patterns for Intents & Entities
Build Knowledge Graph
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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

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 following table defines the targeted initial response and final resolution timelines for our paid customers on the Premium Support plan. The 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.
Targeted Initial Response & Resolution Timelines for Premium Support

Severity Description Initial Response Target Resolution*
Critical (S1) A “Critical” or “Severity 1” ticket renders the product completely unusable or nearly unusable or introduces a high degree of operational risk. No Workaround is available. Until this issue is resolved, the product’s use is essentially halted. A large number of users and/or core functionality is severely impacted. 1 hour 24 hours
High (S2) A “High” or “Severity 2” Error renders essential functionality of the product to be consistently unavailable or obstructed, and causes a moderate level of hindrance or risk. Workarounds may be available, but the use of the product is acutely degraded and causes continuing operational risk. A moderate number of users are significantly impacted, but overall the product continues to function. 2 hours 5 Business Days
Medium (S3) A “Medium” or “Severity 3” Error is an inconvenience or causes inconsistent behavior, which does not impede the normal functioning of the product. It could be an issue that occurs inconsistently and affects nonessential functions or is an inconvenience which impacts a small number of users. It may also contain visual errors where the graphical display of the product is not ideal, but still functioning correctly. 24 hours 21 Business Days
Low (S4) A “Low” or “Severity 4” Error has a small degree of significance, or is a minor cosmetic issue, or is a “one-off” case.  A “one-off” case occurs when the Error occurs infrequently and cannot be reproduced easily. These are issues that do not impact the daily use of the Program. A low issue is something does not affect normal use, and can be accepted for a period of time, but the user would eventually want the change. May also include a request for information or general requests for advice on product usage 48 hours Next Software Update

* will make every effort to achieve the target resolution time, however, the time needed to provide a correction may vary depending on the amount of coding and testing needed for the correction.

  • In the event,’s response time to an issue is negatively impacted due to Client’s or a Third-Party’s delayed response to’s request for additional information to correct an issue, the response times provided above will be extended by an amount of time proportionate to such delay.
  • Both parties may agree that due to technical dependencies and other factors, certain issues classified as Medium and Low may be resolved in the next release rather than in a production patch. Client acknowledges that does not and cannot guarantee that all issues can or will be corrected.
  • In the event, the issue is with the underlying Device Manufacturer’s SDK and needs support from Native SDK (for e.g. Apple, Google ), then this issue is driven by the timelines and SLAs that the device manufacturer commits to.