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
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
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
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
LLM and Generative AI Logs
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
Web SDK
How the Web SDK Works
SDK Security
SDK Registration
Web Socket Connect and RTM
Tutorials
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. Integrations
  2. Actions

Actions

The Kore.ai XO Platform offers pre-built integrations with popular business applications to exchange data. You can configure and enable actions for Service Now, Salesforce, Zendesk, Hubspot, and others. Each of these integrations provides a full conversation flow definition, a low-code interface for API integration, and pre-built response mapping and create dialog tasks with pre-built templates without need to worry about developer assistance.

Watch a Short Video on System Integrations

Steps to use the actions or pre-built integrations

  1. Enable the Developer or a User to do a single-click authorization.
  2. Enable an integration to exchange data between two systems during the dialog task execution.
  3. Enable an integration and create the dialog tasks using the preconfigured templates supported by the integration.

The Actions module is available under the Build > Integrations menu.

Actions Enablement

By default, your Virtual Assistant (VA) will not exchange data with any integration unless you authorize one or more actions through which it can communicate. You can enable an integration and perform actions in a third-party system. 

Authorization Types

The Kore.ai XO Platform supports OAuth 2.0, Basic, and API key based authentication to allow an integration to exchange data.

OAuth v2 Authentication

OAuth v2 is the new version of the open protocol to allow secure authorization via a standard method from web, mobile, and desktop applications. To learn how OAuth v2 authentication works, read the Setting Up Authorization using OAuth v2 article.

Basic HTTP Authentication

HTTP Basic Auth is a simple method that creates a username and password style authentication for HTTP requests. This technique uses a header called Authorization, with a base64 encoded representation of the username and password. For more information, read the Bot Authorization Overview article.

API Key

Identification and authorization token generated or provided by a web application or web service used to identify the incoming application request, and in some cases, also provides authentication for secure access. For more information, read the Setting Up Authorization using an API Key article. 

Actions can be authorized based on the authorization profiles that are supported by the third-party  integrations.  Users can use pre-authorized credentials provided by the developer during the configuration process or their own authorization profile during the configuration process to let the end user authorize during the conversation.

Note: An email notification is sent to all the bot developers when the authorization token expires for any of the Prebuilt Action Integrations in the bot. The notification requests the bot developer to reauthorize. The integration moves to an error state as soon as the token expires. The service call fails during the run time, upon expiry of authorization token and an error message, “Something went wrong” is displayed to the end-user.

The email template which is sent to the bot developer upon token expiry is as follows:

Available Actions and How to Configure Them

The available Actions/Integrations are listed in the table below. Go to Build > Integrations > Actions and click the Action you want to configure in the Kore.ai XO platform. The page with Instructions and Configuration settings will slide out. For step-by-step instructions on how to configure an action, click the Learn more link for the action in the table below.

 

Actions Descriptions Supported Templates  Authorization Type More Information
Azure OpenAi Integrates with Azure OpenAI instance to find answers to your general queries.. 1 Basic Auth Learn more
BambooHR Integrates with BambooHR software for small and medium businesses and those who work in them. 7 Basic Auth Learn more
DHL Integrates with DHL system to find information regarding DHL Locations and Track Shipments. 2 Basic Auth Learn more
Freshdesk  Integrates with Freshdesk to create, view, update, search and delete tickets. 6 Basic Auth Learn more
Freshservice ITSM Integrates with Freshservice ITSM to create, view, update, search and delete tickets. 6 Basic Auth Learn more
Google Maps Integrates with Google Maps to find information regarding accurate Locations and places. 2 Basic Auth Learn more
HubSpot  Integrates with HubSpot CRM to customize the lead details through a virtual assistant. 10 Dev OAuth and OAuth Learn more
JIRA  Integrates with JIRA to create, view, update and delete issues. 5 Basic Auth Learn more
Microsoft Graph  Integrates with Microsoft Graph to create, view, and update events and to-do lists, and send emails to users. 5 Basic Auth Learn more
OpenAI Integrates with OpenAI ChatGPT to generate answers from context and extract skills from the resume through a virtual assistant. 2 API Key OAuth Learn more
Salesforce CRM Integrates with Salesforce CRM to power your conversations to create Leads / Opportunities and other functions. 7 Dev OAuth and OAuth Learn more
Shopify Integrates with Shopify Shop instance to find information regarding Customers, Products, and Orders. 6 Basic OAuth Learn more
ServiceNow Integrates with ServiceNow to build the digital workflows on a single, unified platform. 10 Basic OAuth Learn more
Stripe Integrates with Stripe to accept payments, send payouts, and manage the payment to complete payment-related tasks. 5 Basic OAuth Learn more
Twilio Verify Integrates with Twilio Verify to send SMS, start verification and check verification. 3 Basic OAuth Learn more
Zendesk Integrates with Zendesk instance to create ticket, view all tickets, search tickets with IDs and search ticket with keywords. 5 Basic OAuth Learn more

Disabling or Deleting Actions/Integrations

You can disable or delete an external integration that you configured earlier. This is useful in case you want to switch to another integration and are no longer using the configured integration.

Disabling an Integration/Action

Disabling the integration action will change its status from enabled to disabled, but the authorization configurations associated with it will remain the same.

Steps to disable an integration.

  1. To disable the integration, hover over it in the actions list and click the Settings icon in the top right corner.
  2. If the action/integration is enabled, you will have the option to Disable it, and vice versa.
  3. Once you Disable an action, the authorization configurations related to that particular action are disabled with no changes.
  4. The service node status changes from Integration Service to Custom Service.
  5. If you need to enable a previously disabled action, you can do so by hovering over it in the actions list and clicking on the Settings icon located in the top right corner as shown in the figure below.
  6. You will be redirected to re-authorize the action with your external integration account credentials. For more information related to how to authorize an integration action, see Authorization article.

Deleting an Integration/Action

You can delete an external integration that is no longer in use.

Steps to delete an integration:

  1. To delete the integration, hover over it in the actions list and click the Settings icon in the top right corner.
  2. Choose the option to Delete the action/integration.

    Warning: Deletion is permanent and cannot be undone. You are asked to confirm your choice, so make sure this is exactly what you want to do. Once an action is Deleted, all authorization configurations related to that particular integration are deleted.

Actions

The Kore.ai XO Platform offers pre-built integrations with popular business applications to exchange data. You can configure and enable actions for Service Now, Salesforce, Zendesk, Hubspot, and others. Each of these integrations provides a full conversation flow definition, a low-code interface for API integration, and pre-built response mapping and create dialog tasks with pre-built templates without need to worry about developer assistance.

Watch a Short Video on System Integrations

Steps to use the actions or pre-built integrations

  1. Enable the Developer or a User to do a single-click authorization.
  2. Enable an integration to exchange data between two systems during the dialog task execution.
  3. Enable an integration and create the dialog tasks using the preconfigured templates supported by the integration.

The Actions module is available under the Build > Integrations menu.

Actions Enablement

By default, your Virtual Assistant (VA) will not exchange data with any integration unless you authorize one or more actions through which it can communicate. You can enable an integration and perform actions in a third-party system. 

Authorization Types

The Kore.ai XO Platform supports OAuth 2.0, Basic, and API key based authentication to allow an integration to exchange data.

OAuth v2 Authentication

OAuth v2 is the new version of the open protocol to allow secure authorization via a standard method from web, mobile, and desktop applications. To learn how OAuth v2 authentication works, read the Setting Up Authorization using OAuth v2 article.

Basic HTTP Authentication

HTTP Basic Auth is a simple method that creates a username and password style authentication for HTTP requests. This technique uses a header called Authorization, with a base64 encoded representation of the username and password. For more information, read the Bot Authorization Overview article.

API Key

Identification and authorization token generated or provided by a web application or web service used to identify the incoming application request, and in some cases, also provides authentication for secure access. For more information, read the Setting Up Authorization using an API Key article. 

Actions can be authorized based on the authorization profiles that are supported by the third-party  integrations.  Users can use pre-authorized credentials provided by the developer during the configuration process or their own authorization profile during the configuration process to let the end user authorize during the conversation.

Note: An email notification is sent to all the bot developers when the authorization token expires for any of the Prebuilt Action Integrations in the bot. The notification requests the bot developer to reauthorize. The integration moves to an error state as soon as the token expires. The service call fails during the run time, upon expiry of authorization token and an error message, “Something went wrong” is displayed to the end-user.

The email template which is sent to the bot developer upon token expiry is as follows:

Available Actions and How to Configure Them

The available Actions/Integrations are listed in the table below. Go to Build > Integrations > Actions and click the Action you want to configure in the Kore.ai XO platform. The page with Instructions and Configuration settings will slide out. For step-by-step instructions on how to configure an action, click the Learn more link for the action in the table below.

 

Actions Descriptions Supported Templates  Authorization Type More Information
Azure OpenAi Integrates with Azure OpenAI instance to find answers to your general queries.. 1 Basic Auth Learn more
BambooHR Integrates with BambooHR software for small and medium businesses and those who work in them. 7 Basic Auth Learn more
DHL Integrates with DHL system to find information regarding DHL Locations and Track Shipments. 2 Basic Auth Learn more
Freshdesk  Integrates with Freshdesk to create, view, update, search and delete tickets. 6 Basic Auth Learn more
Freshservice ITSM Integrates with Freshservice ITSM to create, view, update, search and delete tickets. 6 Basic Auth Learn more
Google Maps Integrates with Google Maps to find information regarding accurate Locations and places. 2 Basic Auth Learn more
HubSpot  Integrates with HubSpot CRM to customize the lead details through a virtual assistant. 10 Dev OAuth and OAuth Learn more
JIRA  Integrates with JIRA to create, view, update and delete issues. 5 Basic Auth Learn more
Microsoft Graph  Integrates with Microsoft Graph to create, view, and update events and to-do lists, and send emails to users. 5 Basic Auth Learn more
OpenAI Integrates with OpenAI ChatGPT to generate answers from context and extract skills from the resume through a virtual assistant. 2 API Key OAuth Learn more
Salesforce CRM Integrates with Salesforce CRM to power your conversations to create Leads / Opportunities and other functions. 7 Dev OAuth and OAuth Learn more
Shopify Integrates with Shopify Shop instance to find information regarding Customers, Products, and Orders. 6 Basic OAuth Learn more
ServiceNow Integrates with ServiceNow to build the digital workflows on a single, unified platform. 10 Basic OAuth Learn more
Stripe Integrates with Stripe to accept payments, send payouts, and manage the payment to complete payment-related tasks. 5 Basic OAuth Learn more
Twilio Verify Integrates with Twilio Verify to send SMS, start verification and check verification. 3 Basic OAuth Learn more
Zendesk Integrates with Zendesk instance to create ticket, view all tickets, search tickets with IDs and search ticket with keywords. 5 Basic OAuth Learn more

Disabling or Deleting Actions/Integrations

You can disable or delete an external integration that you configured earlier. This is useful in case you want to switch to another integration and are no longer using the configured integration.

Disabling an Integration/Action

Disabling the integration action will change its status from enabled to disabled, but the authorization configurations associated with it will remain the same.

Steps to disable an integration.

  1. To disable the integration, hover over it in the actions list and click the Settings icon in the top right corner.
  2. If the action/integration is enabled, you will have the option to Disable it, and vice versa.
  3. Once you Disable an action, the authorization configurations related to that particular action are disabled with no changes.
  4. The service node status changes from Integration Service to Custom Service.
  5. If you need to enable a previously disabled action, you can do so by hovering over it in the actions list and clicking on the Settings icon located in the top right corner as shown in the figure below.
  6. You will be redirected to re-authorize the action with your external integration account credentials. For more information related to how to authorize an integration action, see Authorization article.

Deleting an Integration/Action

You can delete an external integration that is no longer in use.

Steps to delete an integration:

  1. To delete the integration, hover over it in the actions list and click the Settings icon in the top right corner.
  2. Choose the option to Delete the action/integration.

    Warning: Deletion is permanent and cannot be undone. You are asked to confirm your choice, so make sure this is exactly what you want to do. Once an action is Deleted, all authorization configurations related to that particular integration are deleted.
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