GETTING STARTED
Kore.ai XO Platform
Virtual Assistants Overview
Natural Language Processing (NLP)
Concepts and Terminology
Quick Start Guide
Accessing the Platform
Navigating the Kore.ai XO Platform
Building a Virtual Assistant
Help & Learning Resources
Release Notes
Current Version
Recent Updates
Previous Versions
Deprecations
Request a Feature
CONCEPTS
Design
Storyboard
Overview
FAQs
Conversation Designer
Overview
Dialog Tasks
Mock Scenes
Dialog Tasks
Overview
Navigate Dialog Tasks
Build Dialog Tasks
Node Types
Overview
Intent Node
Dialog Node
Dynamic Intent Node
GenAI Node
GenAI Prompt
Entity Node
Form Node
Confirmation Node
Message Nodes
Logic Node
Bot Action Node
Service Node
Webhook Node
Script Node
Process Node
Agent Transfer
Node Connections
Node Connections Setup
Sub-Intent Scoping
Entity Types
Entity Rules
User Prompts or Messages
Voice Call Properties
Knowledge AI
Introduction
Knowledge Graph
Introduction
Terminology
Build a Knowledge Graph
Manage FAQs
Knowledge Extraction
Import or Export Knowledge Graph
Prepare Data for Import
Importing Knowledge Graph
Exporting Knowledge Graph
Auto-Generate Knowledge Graph
Knowledge Graph Analysis
Answer from Documents
Alert Tasks
Small Talk
Digital Skills
Overview
Digital Forms
Digital Views
Introduction
Widgets
Panels
Session and Context Variables
Context Object
Intent Discovery
Train
NLP Optimization
ML Engine
Overview
Model Validation
FM Engine
KG Engine
Traits Engine
Ranking and Resolver
Training Validations
NLP Configurations
NLP Guidelines
LLM and Generative AI
Introduction
LLM Integration
Prompts & Requests Library
Co-Pilot Features
Dynamic Conversations Features
Kore.ai XO GPT Model
Intelligence
Introduction
Event Handlers
Contextual Memory
Contextual Intents
Interruption Management
Multi-intent Detection
Amending Entities
Default Conversations
Conversation Driven Dialog Builder
Sentinment Management
Tone Analysis
Default Standard Responses
Ignore Words & Field Memory
Test & Debug
Overview
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
Conversation Testing Overview
Create a Test Suite
Test Editor
Test Case Assertion
Test Case Execution Summary
Glossary
Health and Monitoring
NLP Health
Flow Health
Integrations
Actions
Actions Overview
Asana
Configure
Templates
Azure OpenAI
Configure
Templates
BambooHR
Configure
Templates
Bitly
Configure
Templates
Confluence
Configure
Templates
DHL
Configure
Templates
Freshdesk
Configure
Templates
Freshservice
Configure
Templates
Google Maps
Configure
Templates
Here
Configure
Templates
HubSpot
Configure
Templates
JIRA
Configure
Templates
Microsoft Graph
Configure
Templates
Open AI
Configure
Templates
Salesforce
Configure
Templates
ServiceNow
Configure
Templates
Stripe
Configure
Templates
Shopify
Configure
Templates
Twilio
Configure
Templates
Zendesk
Configure
Templates
Agents
Agent Transfer Overview
Custom (BotKit)
Drift
Genesys
Intercom
NiceInContact
NiceInContact(User Hub)
Salesforce
ServiceNow
Configure Tokyo and Lower versions
Configure Utah and Higher versions
Unblu
External NLU Adapters
Overview
Dialogflow Engine
Test and Debug
Deploy
Channels
Publishing
Versioning
Analyze
Introduction
Dashboard Filters
Overview Dashboard
Conversations Dashboard
Users Dashboard
Performance Dashboard
Custom Dashboards
Introduction
Custom Meta Tags
Create Custom Dashboard
Create Custom Dashboard Filters
NLP Insights
Task Execution Logs
Conversations History
Conversation Flows
Conversation Insights
Feedback Analytics
Usage Metrics
Containment Metrics
Universal Bots
Introduction
Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Store
Manage Assistant
Team Collaboration
Plan & Usage
Overview
Usage Plans
Templates
Support Plans
Invoices
Authorization
Conversation Sessions
Multilingual Virtual Assistants
Get Started
Supported Components & Features
Manage Languages
Manage Translation Services
Multiingual Virtual Assistant Behavior
Feedback Survey
Masking PII Details
Variables
Collections
IVR Settings
General Settings
Assistant Management
Manage Namespace
Data
Overview
Data Table
Table Views
App Definitions
Data as Service
HOW TOs
Build a Travel Planning Assistant
Travel Assistant Overview
Create a Travel Virtual Assistant
Design Conversation Skills
Create an ‘Update Booking’ Task
Create a Change Flight Task
Build a Knowledge Graph
Schedule a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Train the Assistant
Use Traits
Use Patterns
Manage Context Switching
Deploy the Assistant
Use Bot Functions
Use Content Variables
Use Global Variables
Use Web SDK
Build a Banking Assistant
Design Conversation Skills
Create a Sample Banking Assistant
Create a Transfer Funds Task
Create a Update Balance Task
Create a Knowledge Graph
Set Up a Smart Alert
Design Digital Skills
Configure Digital Forms
Configure Digital Views
Add Data to Data Tables
Update Data in Data Tables
Add Data from Digital Forms
Train the Assistant
Composite Entities
Use Traits
Use Patterns for Intents & Entities
Manage Context Switching
Deploy the Assistant
Configure an Agent Transfer
Use Assistant Functions
Use Content Variables
Use Global Variables
Intent Scoping using Group Node
Analyze the Assistant
Create a Custom Dashboard
Use Custom Meta Tags in Filters
Migrate External Bots
Google Dialogflow Bot
APIs & SDKs
API Reference
API Introduction
Rate Limits
API List
koreUtil Libraries
SDK Reference
SDK Introduction
SDK Security
SDK Registration
Web Socket Connect and RTM
Installing the BotKit SDK
Using the BotKit SDK
SDK Events
SDK Functions
SDK Tutorials
BotKit - Blue Prism
BotKit - Flight Search Sample VA
BotKit - Agent Transfer
Widget SDK Tutorial
Web SDK Tutorial
ADMINISTRATION
Introduction to Admin Console
Administration Dashboard
User Management
Add Users
Manage Groups
Manage Roles
Data Tables and Views
Assistant Management
Enrollment
Invite Users
Send Bulk Invites
Import User Data
Synchronize Users from AD
Security & Control
Using Single-Sign On (SSO)
Two-Factor Authentication (2FA)
Security Settings
Cloud Connector
Analytics
Billing
  1. Home
  2. Docs
  3. Virtual Assistants
  4. SDKs
  5. Using the BotKit SDK

Using the BotKit SDK

The Kore.ai BotKit SDK is a set of libraries that enable interaction control between users and the assistants you build on Kore.ai XO Platform.

When you build a dialog task using Dialog Editor in XO Platform, you can subscribe to message and webhook events by adding event handlers and controlling the messages and webhook events using the SDK.

This topic describes how the BotKit SDK is integrated with the XO Platform, the SDK events you can use, and download and installation instructions for the BotKit SDK.

While Virtual Assistants can be built to help answer user queries and to perform a transaction for a user, in some cases, we may still need to switch from an interaction with the assistant to a human agent to help the user complete the intent.

For example:

  • A user asks a question or provides a response that the assistant is not designed to answer.
  • A user directly requests to chat with a Live Agent rather than that assistant itself.
  • As a developer, you design a Live Agent transfer based on the dialog flow based on a specific condition. For example, a specific user type, or based on tone analysis of the user, you want the dialog flow to transfer to a Live Agent.

How it Works

You can integrate event handling using the BotKit SDK in your Dialog task by capturing the following event types on the XO Platform.

Messaging

On the Kore.ai XO Platform, a user interacts with your assistant on one of the defined channels . In the following diagram, you can see the user message flow through the Kore.ai XO Platform, the BotKit SDK, and our natural language processing engine.

All messages, both user and assistant responses are sent to the BotKit SDK as message events.

Feedback Survey

When a feedback survey is created for a conversation over a specific channel, a user responds to the virtual assistant for a survey question based on the configured survey type (NPS, CSAT, or Thumbs-up/down). The feedback survey score sent by the user is captured in the system.

All the feedback survey messages exchanged between the user and the assistant are sent to the BotKit SDK as message events.

Webhooks

Your BotKit SDK receives webhook events whenever the natural language processor enters the SDK Webhook node in an XO Platform dialog task flow. In the following sequence diagram, flow for a user sending a message via a channel until the user response is shown.

For webhook events, you should add a Webhook node in the dialog task flow whenever there is a need for server-side validation, execution of business logic, or a backend server call is required. Business logic and the response is sent on the same on_webhook event. The response is an HTTP status code 202. To send response data to the XO Platform from the SDK, call the sdk.sendWebhookResponse() event.

Webhook events are received by the SDK when the Kore.ai NL Engine processes a Webhook node in a dialog task flow. The Kore.ai NLP engine processes each node, and then transitions to the next node based on the conditions defined. When a Webhook node is processed, a webhook call is executed and the XO Platform sends the on_webhook event to the SDK. The following sequence diagram shows the message flow with a webhook.

Agent Transfer

In the following sequence diagram, the XO Platform responds to user input directly, until the Agent Transfer condition is matched. When matched, the XO Platform connects to your BotKit SDK implementation, and then initializes the chat, for example, getting the current conversation. The BotKit SDK integrates the user and agent conversation until the Live Agent session is closed. When switching to a Live Agent, the current dialog task ends.

To set up an Agent Transfer in your dialog conversation flow, you will need to:

  1. Create an app on the XO Platform under Build > Integrations > BotKit section.
    Note: RS256 and RS512 JWT signing algorithms are not supported for Custom BotKit or Botkit.
  2. Define the Callback URL and generate Client ID and Client Secret, and enable OnAgentTransferNode.
  3. Identify the steps and define the transition conditions to meet to transfer to an agent.
  4. Add the Agent Transfer node in the dialog flow as shown in the following illustration

For more information, see BotKit SDK Tutorial – Agent Transfer.

Using the BotKit SDK

The Kore.ai BotKit SDK is a set of libraries that enable interaction control between users and the assistants you build on Kore.ai XO Platform.

When you build a dialog task using Dialog Editor in XO Platform, you can subscribe to message and webhook events by adding event handlers and controlling the messages and webhook events using the SDK.

This topic describes how the BotKit SDK is integrated with the XO Platform, the SDK events you can use, and download and installation instructions for the BotKit SDK.

While Virtual Assistants can be built to help answer user queries and to perform a transaction for a user, in some cases, we may still need to switch from an interaction with the assistant to a human agent to help the user complete the intent.

For example:

  • A user asks a question or provides a response that the assistant is not designed to answer.
  • A user directly requests to chat with a Live Agent rather than that assistant itself.
  • As a developer, you design a Live Agent transfer based on the dialog flow based on a specific condition. For example, a specific user type, or based on tone analysis of the user, you want the dialog flow to transfer to a Live Agent.

How it Works

You can integrate event handling using the BotKit SDK in your Dialog task by capturing the following event types on the XO Platform.

Messaging

On the Kore.ai XO Platform, a user interacts with your assistant on one of the defined channels . In the following diagram, you can see the user message flow through the Kore.ai XO Platform, the BotKit SDK, and our natural language processing engine.

All messages, both user and assistant responses are sent to the BotKit SDK as message events.

Feedback Survey

When a feedback survey is created for a conversation over a specific channel, a user responds to the virtual assistant for a survey question based on the configured survey type (NPS, CSAT, or Thumbs-up/down). The feedback survey score sent by the user is captured in the system.

All the feedback survey messages exchanged between the user and the assistant are sent to the BotKit SDK as message events.

Webhooks

Your BotKit SDK receives webhook events whenever the natural language processor enters the SDK Webhook node in an XO Platform dialog task flow. In the following sequence diagram, flow for a user sending a message via a channel until the user response is shown.

For webhook events, you should add a Webhook node in the dialog task flow whenever there is a need for server-side validation, execution of business logic, or a backend server call is required. Business logic and the response is sent on the same on_webhook event. The response is an HTTP status code 202. To send response data to the XO Platform from the SDK, call the sdk.sendWebhookResponse() event.

Webhook events are received by the SDK when the Kore.ai NL Engine processes a Webhook node in a dialog task flow. The Kore.ai NLP engine processes each node, and then transitions to the next node based on the conditions defined. When a Webhook node is processed, a webhook call is executed and the XO Platform sends the on_webhook event to the SDK. The following sequence diagram shows the message flow with a webhook.

Agent Transfer

In the following sequence diagram, the XO Platform responds to user input directly, until the Agent Transfer condition is matched. When matched, the XO Platform connects to your BotKit SDK implementation, and then initializes the chat, for example, getting the current conversation. The BotKit SDK integrates the user and agent conversation until the Live Agent session is closed. When switching to a Live Agent, the current dialog task ends.

To set up an Agent Transfer in your dialog conversation flow, you will need to:

  1. Create an app on the XO Platform under Build > Integrations > BotKit section.
    Note: RS256 and RS512 JWT signing algorithms are not supported for Custom BotKit or Botkit.
  2. Define the Callback URL and generate Client ID and Client Secret, and enable OnAgentTransferNode.
  3. Identify the steps and define the transition conditions to meet to transfer to an agent.
  4. Add the Agent Transfer node in the dialog flow as shown in the following illustration

For more information, see BotKit SDK Tutorial – Agent Transfer.

Menu