Chatbot Overview
Conversational Bots
Intents & Entities
Intelligent Bots
Kore.ai's Approach
Kore.ai Conversational Platform
Bot Concepts and Terminology
Natural Language Processing (NLP)
Bot Types
Bot Tasks
Starting with Kore.ai Platform
How to Access Bot Builder
Working with Kore.ai Bot Builder
Building your first Bot
Getting Started with Building Bots
Using the Dialog Builder Tool
Creating a Simple Bot
Release Notes
Latest Updates
Older Releases
Bot Builder
Creating a Bot
Design
Develop
Dialog Task
Working with User Intent Node
Working with the Dialog Node
Working with Entity Node
Supported Entity Types
Working with Composite Entities
Supported Time Zones
Supported Colors
Supported Company Names
Working with Message Nodes
Working with the Confirmation Nodes
Working with Service Node
Implementing Custom Authentication
Enabling 2-way SSL for Service nodes
Working with Script Node
Working with Agent Transfer Node
Working with WebHook Node
Defining Connections & Transitions
Managing Dialogs
Prompt Editor
Action & Information Task
Working with Action Tasks
Working with Information Tasks
Establishing Flows
Alert Tasks
Working with Alert Tasks
Managing Ignore Words and Field Memory
Knowledge Tasks
Knowledge Ontology
Building Knowledge Graph
Importing and Exporting Bot Ontology
Knowledge Extraction
Natural Language
Overview
Machine Learning
ML Model
Fundamental Meaning
Knowledge Graph Training
Traits
Ranking and Resolver
NLP Detection
NLP Settings and Guidelines
Bot Intelligence
Overview
Context Management
Session and Context Variables
Context Object
Dialog Management
Sub-Intents
Amend Entity
Multi-Intent Detection
Sentiment Management
Tone Analysis
Sentiment Management
Default Conversations
Default Standard Responses
Channel Enablement
Test & Debug
Talking to Bot
Utterance Testing
Batch Testing
Recording Conversations
Publishing your Bot
Analyzing your Bot
Overview
Dashboard
Conversation Flows
Bot Metrics
Advanced Topics
Bot Authorization
Language Management
Collaborative Development
IVR Integration
Universal Bots
Defining
Creating
Customizing
Enabling Languages
Smart Bots
Defining
Sample Bots
Github
Asana
Travel Planning
Flight Search
Event Based Bot Actions
Bot Settings
Bot Functions
General Settings
PII Settings
Customizing Error Messages
Bot Management
Using Bot Variables
API Guide
API Overview
API List
API Collection
SDKs
SDK Overview
SDK Security
SDK App Registration
Kore.ai Web SDK Tutorial
Message Formatting and Templates
Mobile SDK Push Notification
Web Socket Connect & RTM
Using the BotKit SDK
Installing the BotKit SDK
BotKit SDK Configuration
Events for the BotKit SDK
Functions for the BotKit SDK
BotKit SDK Tutorial – Agent Transfer
BotKit SDK Tutorial – Flight Search Sample Bot
Using an External NLP Engine
Bot Administration
Bots Admin Console
User Management
Managing Users
Managing Groups
Managing Role
Bots Management
Enrollment
Inviting Users
Sending Bulk Invites to Enroll Users
Importing Users and User Data
Synchronizing Users from Active Directory
Security & Compliance
Overview
Using Single Sign-On
Cloud Connector
Analytics
Billing
Bot Store
Overview
Creating a Kore.ai Bot Account
Adding a Kore.ai Bot
Choosing a Channel for a Bot
Interacting with a Kore.ai Bot
Setting Up Web Service Alerts
Setting Up RSS Alerts
Setting Up the Kore.ai Webhook Bot
Custom Kore.ai Bots
Bots for your Customers FAQs
Bots for your Workforce FAQs
Adding Bots
Contacting Kore.ai Support
Setting Up Filters
Bot Store Settings
How Tos
Context Switching
Using Traits
Live Agent Transfer
Schedule a Smart Alert
Configure Agent Transfer
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  5. Contacting Kore.ai Support

Contacting Kore.ai Support

At Kore.ai, we value your feedback. You can report a bug and request a feature at https://bots.kore.ai/botstore/ using the Support link located at the footer of the page when using a desktop web browser to access Kore.ai.

When you access Kore.ai Support, you can search for help articles, or go directly to documentation support for the Bots Platform for information about creating and working with custom bots, or the Messaging Platform documentation for information about using Kore.ai Bots from the Bot Store, and the Kore.ai messaging application for users, spaces, and rooms.

Registered Kore.ai users can submit a ticket, view ticket status, and also view ticket history on the My Activities command located on the user menu as shown in the following image.

Help Center - My Activities Page

To access Kore.ai Support on the Kore.ai messaging smartphone app, tap account on the top left corner of the screen. Then scroll down and tap HELP. The Kore.ai Support page is displayed as shown above.
You can also find us on social media, like on Twitter® (@Kore.ai) and Facebook® (https://www.facebook.com/kore.aicommunity/).

On the desktop web or app, click your user menu in the lower left corner of the Kore.ai messenger Home page, and then click Help as shown below to display the Kore.ai Support page.
Desktop Help Menu

Collecting Information

Before you contact Kore.ai Support, you should be able to provide as much as possible of the following information:

  • Enrolled Kore.ai Plan – For example, Free or Premium, etc.
  • First & Last Name
  • Address
  • Telephone Number
  • Email Address
  • Description of the issue to include:
    • Application Type: User, Space, Enterprise, or Web Designer.
    • Module: Messages, Contacts, Workflows, Spaces, Domain Management, and so forth.
    • Detailed information on the issue, including expected and actual behavior.
    • Steps to reproduce the issue.
    • Supporting screenshots, images, or log files.

Reporting Bugs for Bots

If you need assistance with a Kore.ai Bot or even a custom Bot deployed in your enterprise, you should provide the following additional Bot-related information for Kore.ai Support.

  • Bot Name
  • Task Name
  • The environment where the Bot is deployed, for example, https://bots.kore.ai, https://myCompany.com, etc.
  • Specific Issue with the Bot or Task

Service Level Agreement

Kore offers all of its customers unlimited 24 X 7 X 365 access to Kore.ai’s Help Center. Our Help Center boasts of several hundreds of articles that cover a host of features, tips, and FAQs. If you still cannot find an answer to your support question or would like to comment on a feature or request a new feature, feel free to open a support ticket directly from our Help Center. You must have an active Kore.ai account to submit this request.

The Kore.ai Support team will make every effort to reach out to every customer submitting support tickets. While we offer error response and resolution to all of our valued customers, we prioritize help to our paid customers with Premium Support.

You can contact the Kore.ai Support team through the following means:

The following table defines the targeted initial response and final resolution timelines for our paid customers on the Premium Support plan. The timelines are based on issue severity levels assigned to the support tickets. Severity levels assigned to tickets are mutually agreed on by the customer and the Kore.ai Support team and the severity may change over time if mutually agreed upon by both parties. All activity for support tickets activity is managed and tracked through the Kore.ai Support Portal.
Targeted Initial Response & Resolution Timelines for Premium Support

Severity Description Initial Response Target Resolution*
Critical (S1) A “Critical” or “Severity 1” ticket renders the Kore.ai product completely unusable or nearly unusable or introduces a high degree of operational risk. No Workaround is available. Until this issue is resolved, the Kore.ai product’s use is essentially halted. A large number of users and/or core functionality is severely impacted. 1 hour 24 hours
High (S2) A “High” or “Severity 2” Error renders essential functionality of the Kore.ai product to be consistently unavailable or obstructed, and causes a moderate level of hindrance or risk. Workarounds may be available, but the use of the Kore.ai product is acutely degraded and causes continuing operational risk. A moderate number of users are significantly impacted, but overall the Kore.ai product continues to function. 2 hours 5 Business Days
Medium (S3) A “Medium” or “Severity 3” Error is an inconvenience or causes inconsistent behavior, which does not impede the normal functioning of the Kore.ai product. It could be an issue that occurs inconsistently and affects nonessential functions or is an inconvenience which impacts a small number of users. It may also contain visual errors where the graphical display of the Kore.ai product is not ideal, but still functioning correctly. 24 hours 21 Business Days
Low (S4) A “Low” or “Severity 4” Error has a small degree of significance, or is a minor cosmetic issue, or is a “one-off” case.  A “one-off” case occurs when the Error occurs infrequently and cannot be reproduced easily. These are issues that do not impact the daily use of the Program. A low issue is something does not affect normal use, and can be accepted for a period of time, but the user would eventually want the change. May also include a request for information or general requests for advice on product usage 48 hours Next Software Update

*Kore.ai will make every effort to achieve the target resolution time, however, the time needed to provide a correction may vary depending on the amount of coding and testing needed for the correction.
Notes:

  • In the event, Kore.ai’s response time to an issue is negatively impacted due to Client’s or a Third-Party’s delayed response to Kore.ai’s request for additional information to correct an issue, the response times provided above will be extended by an amount of time proportionate to such delay.
  • Both parties may agree that due to technical dependencies and other factors, certain issues classified as Medium and Low may be resolved in the next release rather than in a production patch. Client acknowledges that Kore.ai does not and cannot guarantee that all issues can or will be corrected.
  • In the event, the issue is with the underlying Device Manufacturer’s SDK and Kore.ai needs support from Native SDK (for e.g. Apple, Google ), then this issue is driven by the timelines and SLAs that the device manufacturer commits to.
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