{"id":56313,"date":"2023-03-29T08:18:47","date_gmt":"2023-03-29T07:18:47","guid":{"rendered":"https:\/\/developer.kore.ai\/v10-1\/?p=56313"},"modified":"2023-04-17T07:47:10","modified_gmt":"2023-04-17T06:47:10","slug":"adding-the-smartassist-gateway-channel","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/channel-enablement\/adding-the-smartassist-gateway-channel\/","title":{"rendered":"Adding the SmartAssist Gateway Channel"},"content":{"rendered":"
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SmartAssist<\/b> is a Kore.ai Contact Center Automation Solution. It helps enterprises manage their contact center infrastructure from the omnichannel interface, voice infrastructure, gateway, and live agent interactions, including agent assistance. Learn more<\/a>.<\/p>\n

Applications built on SmartAssist use the Kore.ai XO Platform\u2019s IVR-Audiocodes<\/b> channel via the underlying voice gateway interface for virtual assistant interactions. Kore.ai\u2019s native voice gateway, SmartAssist Gateway<\/b>, is now configured as a new Kore.ai XO platform channel to drive and manage virtual assistant conversations using open-source components.<\/p>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n

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Important Considerations<\/span><\/h2>\n
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  1. SmartAssist Gateway, when configured as a new channel, lets you set up Voice Call Properties<\/b>, and the channel overrides on SmartAssist.<\/li>\n
  2. You cannot enable this channel via the XO Platform. Alternatively, you must enable the channel for the required app on SmartAssist.<\/li>\n
  3. However, you should configure channel overrides from the XO Platform in the Voice Call Properties<\/b> section for the new channel.<\/li>\n
  4. The channel supports the channel-level Voice Call Properties supported by the IVR-AudioCodes<\/b> channel. Learn more<\/a>.<\/li>\n
  5. The Telephony Welcome<\/i> event applies to the channel.<\/li>\n
  6. The system behavior for End of task<\/i> event is the same as that of AudioCodes.<\/li>\n
  7. Channel overrides are supported for prompts.<\/li>\n
  8. Node-level (Dialog, FAQ, Standard Responses, Events, etc.) Voice Call Properties<\/b> are supported for the channel.<\/li>\n<\/ol>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n
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    Configuration Overview<\/span><\/h2>\n

    To accomplish the channel enablement, you must do the following:<\/p>\n

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    1. Create a new SmartAssist Application to associate with the channel or select an existing app for the association. The steps<\/a> are similar to the IVR-Audiocodes<\/b> channel.<\/li>\n
    2. Configure<\/a> the Voice Call Properties<\/b>, and define the Channel-specific Prompts<\/b> and Messages<\/b> for any Virtual Assistants connected to your SmartAssist application.<\/li>\n<\/ol>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n
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      Prerequisites<\/span><\/h2>\n

      Before configuring the SmartAssist Gateway<\/b> channel, please ensure the following:<\/p>\n

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      1. You have a SmartAssist account.<\/li>\n
      2. You’ve completed the voice channel configurations on SmartAssist. Learn more<\/a>.<\/li>\n
      3. You have associated an app with the channel.<\/li>\n<\/ol>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n
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        Configuration Steps<\/span><\/h2>\n

        Once you’ve created a SmartAssist app on SmartAssist, follow the steps below to complete the channel configuration:<\/p>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n

        Note<\/b>: This channel is auto-enabled when you create a new SmartAssist application.<\/p><\/div><\/div>\r\n\t

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        Define the Voice Call Properties<\/span><\/h3>\n

        To define the voice call properties specific to the SmartAssist Gateway, follow the steps below:<\/p>\n

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        1. Navigate to DEPLOY<\/b> > CHANNELS<\/b>, and click SmartAssist Gateway<\/b> under Voice Channels<\/b>.<\/li>\n

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        2. Click the Voice Call Properties<\/b> tab in the SmartAssist Gateway<\/b> window. Learn more<\/a> on Voice Call Properties<\/b>.<\/li>\n<\/ol>\n

          In this section, follow the steps mentioned below:<\/p>\n

          Step 1: Configure the End of Task Behavior<\/span><\/h3>\n

          Select one of the following options for End of Task Behavior<\/i> to define the bot behavior on reaching the End of task<\/i> flow:<\/p>\n