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
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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
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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
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Overview
Model Validation
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KG Engine
Traits Engine
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Training Validations
NLP Configurations
NLP Guidelines
LLM and Generative AI
Introduction
LLM Integration
Kore.ai XO GPT Module
Prompts & Requests Library
Co-Pilot Features
Dynamic Conversations Features
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
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Test Case Execution Summary
Glossary
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Actions Overview
Asana
Configure
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Azure OpenAI
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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
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Templates
Microsoft Graph
Configure
Templates
Open AI
Configure
Templates
Salesforce
Configure
Templates
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Stripe
Configure
Templates
Shopify
Configure
Templates
Twilio
Configure
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Zendesk
Configure
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Agent Transfer Overview
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Drift
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NiceInContact
NiceInContact(User Hub)
Salesforce
ServiceNow
Configure Tokyo and Lower versions
Configure Utah and Higher versions
Unblu
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Overview
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Introduction
Dashboard Filters
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Custom Meta Tags
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LLM and Generative AI Logs
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Conversation Insights
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Universal Bot Definition
Universal Bot Creation
Training a Universal Bot
Universal Bot Customizations
Enabling Languages
Store
Manage Assistant
Team Collaboration
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Usage Plans
Templates
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Invoices
Authorization
Conversation Sessions
Multilingual Virtual Assistants
Get Started
Supported Components & Features
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Manage Translation Services
Multiingual Virtual Assistant Behavior
Feedback Survey
Masking PII Details
Variables
Collections
IVR Settings
General Settings
Assistant Management
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Data
Overview
Data Table
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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
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SDK Introduction
Web SDK
How the Web SDK Works
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Web Socket Connect and RTM
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Widget SDK Tutorial
Web SDK Tutorial
BotKit SDK
BotKit SDK Deployment Guide
Installing the BotKit SDK
Using the BotKit SDK
SDK Events
SDK Functions
Tutorials
BotKit - Blue Prism
BotKit - Flight Search Sample VA
BotKit - Agent Transfer
  1. Docs
  2. Virtual Assistants
  3. Builder
  4. System Commands

System Commands

Conversation sessions are defined as an uninterrupted interaction between the assistant and the user. These sessions are used in multiple analytics dashboards in the XO Platform as well as the Admin Console.

The Kore.ai XO Platform allows you to customize how these Conversation Sessions are to be created and closed.

Note: Conversation Sessions are different from Billing Sessions, refer here for more on Billing Sessions.

Overview

A Conversation Session is defined as an uninterrupted volley between the end-user and the assistant.

  • Before the release of v7.2 of the Platform – a new session was created after the inactivity duration (set as 15 mins) has elapsed since the end-users’ last interaction.
  • Post v7.2 – after the inactivity duration (set as 15 mins) has elapsed
    • if the end-user comes back and continues with the same intent, then the current session continues;
    • if the end-user comes back with a new intent or with an invalid input for the existing intent, a new session is created.
  • Post v8.0 Platform provides options to:
    • Proactively close the sessions after inactivity – for details on Manage Sessions refer here.
    • Not proactively close the sessions after inactivity – retain the v7.2 behavior described above;

Conversation Sessions are created for all interactions with the virtual assistant. These include:

  • All conversations that include one or more messages from the user marked as interactive sessions. These include all end-user interactions across all channels and events including providing authorization details.
  • All conversion sessions initiated by the VA, such as onConnect event messages are recorded as non-interactive sessions. These sessions will be updated as Interactive sessions as soon as a user message is received. Non-interactive sessions are not considered for calculating the billing sessions.
  • Developer interactions are also included as conversation sessions. A flag differentiates the user sessions from developer sessions and billing sessions are not created for these developer sessions.
Note: inclusion of non-interactive and developer interactions in conversation sessions was done with ver8.0.

Manage Sessions

This feature was released with v8.0 of the Platform. You can manage session behavior by selecting your assistant then going to Build > Configurations > Manage Sessions.

  • Do not proactively close the sessions after inactivity – this option will close the session only when the user returns after 15 minutes of inactivity and provides a new intent. This was the default behavior before the release of ver8.0 of the Platform. This option will be deprecated in future releases.
  • Proactively close the sessions after inactivity – this option will close the session after a defined duration of inactivity. You can set the following parameters:
    • Inactivity Duration – this is set to 15 minutes by default and decides when the session should close. You can set it to any value between 5-60 minutes.
    • Pre-closure Behavior – you can choose to close the session without informing the user or inform the user about the session closure by sending out a message. This message can be customized using the Manage response link.

Implementation

When does a Conversation Session start?

Conversation Sessions will be created for all interactions:

  • All end-user interactions across all channels and events – Conversation sessions will be created for On_connect – Run a script, Run a Message, Trigger a Dialog scenario. There are two categories of these conversation sessions:
    • Interactive sessions are conversations that include one or more messages from the user.
    • Non-interactive sessions are conversations with no messages from the user. All conversion sessions initiated by the VA will start as ‘Non-interactive’. These sessions will be updated as Interactive sessions as soon as a user message is received. The non-interactive sessions will not be considered for calculating the billing sessions.
  • Developer interactions will also be considered for creating conversation sessions but these will be marked as different from the user sessions and will not be considered for Billing Sessions.

When does a Conversation Session close?

  • The Platform will proactively close inactive sessions after the specified time of inactivity as set in the Manage Sessions option described above.
  • When the chat window is refreshed ie “refresh: true” is detected.
  • When you run the koreUtil.closeConversationSession Platform function for closing any active conversation. For more information, refer here.
Note: Discard and Discard all commands only stop the ongoing chat and do not end the Conversation Session.

For discard all:

  • The Dialog context, Current and Historic Tags are cleared;
  • The Sentiment Tones are reset

For discard:

  • The current Dialog context will be cleared;
  • The Current Tags will be replaced with the last updated ‘tags’ in the Historic Tags, and the Historic Tags would be cleared

What happens when a Conversation Session closes?

  • Post-session closure, the following information or variables will be cleared:
    • Conversation session;
    • Bot User Session (developer-defined variables without custom TTL)
    • Dialog Context (Topic File and Conversation Details)
    • If configured, before closing the conversation session, the Platform will proactively send a session closure message to the users on supported channels.
  • For “refresh: true”:
    • Complete session information is cleared;
    • A new conversation session is created.

System Commands

Conversation sessions are defined as an uninterrupted interaction between the assistant and the user. These sessions are used in multiple analytics dashboards in the XO Platform as well as the Admin Console.

The Kore.ai XO Platform allows you to customize how these Conversation Sessions are to be created and closed.

Note: Conversation Sessions are different from Billing Sessions, refer here for more on Billing Sessions.

Overview

A Conversation Session is defined as an uninterrupted volley between the end-user and the assistant.

  • Before the release of v7.2 of the Platform – a new session was created after the inactivity duration (set as 15 mins) has elapsed since the end-users’ last interaction.
  • Post v7.2 – after the inactivity duration (set as 15 mins) has elapsed
    • if the end-user comes back and continues with the same intent, then the current session continues;
    • if the end-user comes back with a new intent or with an invalid input for the existing intent, a new session is created.
  • Post v8.0 Platform provides options to:
    • Proactively close the sessions after inactivity – for details on Manage Sessions refer here.
    • Not proactively close the sessions after inactivity – retain the v7.2 behavior described above;

Conversation Sessions are created for all interactions with the virtual assistant. These include:

  • All conversations that include one or more messages from the user marked as interactive sessions. These include all end-user interactions across all channels and events including providing authorization details.
  • All conversion sessions initiated by the VA, such as onConnect event messages are recorded as non-interactive sessions. These sessions will be updated as Interactive sessions as soon as a user message is received. Non-interactive sessions are not considered for calculating the billing sessions.
  • Developer interactions are also included as conversation sessions. A flag differentiates the user sessions from developer sessions and billing sessions are not created for these developer sessions.
Note: inclusion of non-interactive and developer interactions in conversation sessions was done with ver8.0.

Manage Sessions

This feature was released with v8.0 of the Platform. You can manage session behavior by selecting your assistant then going to Build > Configurations > Manage Sessions.

  • Do not proactively close the sessions after inactivity – this option will close the session only when the user returns after 15 minutes of inactivity and provides a new intent. This was the default behavior before the release of ver8.0 of the Platform. This option will be deprecated in future releases.
  • Proactively close the sessions after inactivity – this option will close the session after a defined duration of inactivity. You can set the following parameters:
    • Inactivity Duration – this is set to 15 minutes by default and decides when the session should close. You can set it to any value between 5-60 minutes.
    • Pre-closure Behavior – you can choose to close the session without informing the user or inform the user about the session closure by sending out a message. This message can be customized using the Manage response link.

Implementation

When does a Conversation Session start?

Conversation Sessions will be created for all interactions:

  • All end-user interactions across all channels and events – Conversation sessions will be created for On_connect – Run a script, Run a Message, Trigger a Dialog scenario. There are two categories of these conversation sessions:
    • Interactive sessions are conversations that include one or more messages from the user.
    • Non-interactive sessions are conversations with no messages from the user. All conversion sessions initiated by the VA will start as ‘Non-interactive’. These sessions will be updated as Interactive sessions as soon as a user message is received. The non-interactive sessions will not be considered for calculating the billing sessions.
  • Developer interactions will also be considered for creating conversation sessions but these will be marked as different from the user sessions and will not be considered for Billing Sessions.

When does a Conversation Session close?

  • The Platform will proactively close inactive sessions after the specified time of inactivity as set in the Manage Sessions option described above.
  • When the chat window is refreshed ie “refresh: true” is detected.
  • When you run the koreUtil.closeConversationSession Platform function for closing any active conversation. For more information, refer here.
Note: Discard and Discard all commands only stop the ongoing chat and do not end the Conversation Session.

For discard all:

  • The Dialog context, Current and Historic Tags are cleared;
  • The Sentiment Tones are reset

For discard:

  • The current Dialog context will be cleared;
  • The Current Tags will be replaced with the last updated ‘tags’ in the Historic Tags, and the Historic Tags would be cleared

What happens when a Conversation Session closes?

  • Post-session closure, the following information or variables will be cleared:
    • Conversation session;
    • Bot User Session (developer-defined variables without custom TTL)
    • Dialog Context (Topic File and Conversation Details)
    • If configured, before closing the conversation session, the Platform will proactively send a session closure message to the users on supported channels.
  • For “refresh: true”:
    • Complete session information is cleared;
    • A new conversation session is created.
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