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 Major 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
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
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
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
Azure OpenAI
Overview
Templates
BambooHR
Overview
Templates
Freshdesk
Overview
Templates
Freshservice
Overview
Templates
HubSpot
Overview
Templates
JIRA
Overview
Templates
Microsoft Graph
Overview
Templates
Open AI
Overview
Templates
Salesforce
Overview
Templates
ServiceNow
Overview
Templates
Stripe
Overview
Templates
Twilio
Overview
Templates
Agents
Agent Transfer Overview
Custom (BotKit)
Drift
Genesys
Intercom
NiceInContact
Salesforce
ServiceNow
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
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
Plan & Usage
Overview
Usage Plans
Support Plans
Invoices
Authorization
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
API List
API Collection
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
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. Integrations
  3. Configuring the Drift Agent

Configuring the Drift Agent

Drift is a conversation cloud platform. It helps marketing and sales teams to connect with customers easily through the conversation chat module. Kore.ai XO Platform’s Drift Agent integration allows you to seamlessly hand off the virtual assistant conversations to your live agents on Drift.

Use the configuration steps below as general guidelines to enable the Drift Agent integration. You may notice minor differences based on the version of the Drift you are using.

Overview

Kore.ai’s virtual assistant (VA) serves as the central point of interaction for the users. The VA facilitates communication and interaction between the user and the Drift agent using the chat module. In addition to its regular capabilities, the VA acts as a proxy or intermediary between the users and the Drift agents to hand over conversations seamlessly. The VA also allows you to integrate with the Drift platform.

Configuration

To configure the Drift agent, follow the instructions in the sections below.

Step1: Create a Drift App

Create an external integration in Drift to receive messages.

  1. Log in to https://dev.drift.com/apps with your drift credentials.
  2. Go to the App Store and click Create New App. To create an app, follow the instructions at https://devdocs.drift.com/docs/quick-start.
  3. Once you have created the App, go to the Settings > OAuth & Scopes page.
  4. Add the redirect URL. This URL is found on the Configurations tab of Kore.ai’s Drift Agent.
  5. Paste the URL and click Add.
  6. Select the WebHooks tab and add the Request URL, which is Kore.ai’s Drift Agent Webhook URL on the Configurations tab. Provide access to the following scopes for the Webhook as shown:
    • new_message
    • new_conversation
    • conversation_status_updated
    • conversation_inactive
    • conversation_push
    • chat_to_call for webhook

  7. Click Create App.

Step 2: Retrieve the Access Token

  1. Once you have created the App, click the Installing to Drift link under the Activate Your App menu and copy the Install App to Drift to generate a non-expiring access token.

    Note: This token is used to access your Drift data via API.
  2. Copy the Access Token and keep it for future use.

Step 3: Retrieve the Verification Token

To set up the retrieve the verification token, follow these steps:

  1. From the main menu on the left, navigate to Settings > App Credentials.
  2. Copy the Client ID, Secret ID, and Verification Token.
  3. Copy and keep them for future use.

Step 4: Enable the Drift Agent

  1. Log in to the Kore.ai XO Platform https://bots.kore.ai/botbuilder.
  2. Select a Virtual Assistant for which you want to configure the Drift agent.
  3. Navigate to Build > Integrations > Agent Transfer and click the Drift button.
  4. Click the Configurations tab and enter the following credentials for the Drift Agent:
    • Access Token: The access token ID for the Drift, which was copied in step 2.
    • Verification Token: The token ID for the Drift, which was copied in step 3.

  5. If you want to make Drift the default agent, enable the Default Agent System for all bot channels option.
    Note: This option is available only when multiple agents are configured for your VA.
  6. You can customize the channel mapping by clicking the Manage link, as shown below:
  7. Click Manage to map the channels you want to use Drift agent for handing over the conversations. To learn more about channel enablement, see Adding channels to your bot.
  8. After mapping channels, click Done.
  9. Click Save to enable the Drift agent.
  10. Publish the VA. For more information, see Publishing Bot.

Execution

This section helps you verify how the conversations from the Kore.ai XO Platform are being handed over to the Drift agent after enabling it.

To verify the data exchange between Kore.ai’s VA and Drift agent, follow these steps:

  1. Open a virtual assistant for which you have enabled the Drift agent.
  2. Create a new Agent Transfer Node task. For example, create a Talk to Live Agent task with the LiveChats node and configure it to use the Drift agent. For more information, see Agent Transfer Node.
  3. Add an email entity node and bot action to capture the email address of an agent.
  4. Enter the following script in the Bot Action script:
    agentUtils.setMetaInfo("email", context.entities.Entity0001);
  5. Click the Talk to Bot icon to launch the VA and enter Help.
  6. Once you invoke the agent transfer dialog, the Drift Developer Hub receives a notification alert.
  7. When a user initiates the chat from the VA, it transfers the conversation to the Drift agent and sends a message to the user. Agent receives a notification about this on Drift.
  8. Now, the connection between the Drift agent and the user has been established, and the conversation continues.
Menu