OVERVIEW
Virtual Assistants
Kore.ai Platform
Key Concepts
Natural Language Processing (NLP)
Accessing Platform
VIRTUAL ASSISTANTS
Virtual Assistant Builder
Virtual Assistant Types
Getting Started
Creating a Simple Bot
SKILLS
Storyboard
Dialog Task
Introduction
Dialog Builder (New)
Dialog Builder (Legacy)
User Intent Node
Dialog Node
Entity Node
Supported Entity Types
Composite Entities
Supported Colors
Supported Company Names
Form Node
Logic Node
Message Nodes
Confirmation Nodes
Bot Action Node
Service Node
Custom Authentication
2-way SSL for Service nodes
Script Node
Agent Transfer Node
WebHook Node
Grouping Nodes
Connections & Transitions
Manage Dialogs
User Prompts
Knowledge Graph
Terminology
Building
Generation
Importing and Exporting
Analysis
Knowledge Extraction
Build
Alert Tasks
Introduction
Ignore Words and Field Memory
How to Schedule a Smart Alert
Small Talk
Digital Views
Overview
Configuring Digital Views
Digital Forms
Overview
How to Configure Digital Forms
NATURAL LANGUAGE
Overview
Machine Learning
Introduction
Model Validation
Fundamental Meaning
Introduction
NLP Guidelines
Knowledge Graph
Traits
Introduction
How to Use Traits
Ranking and Resolver
Advanced NLP Configurations
INTELLIGENCE
Overview
Context Management
Overview
Session and Context Variables
Context Object
How to Manage Context Switching
Manage Interruptions
Dialog Management
Sub-Intents & Follow-up Intents
Amend Entity
Multi-Intent Detection
Sentiment Management
Tone Analysis
Sentiment Management
Event Based Bot Actions
Default Conversations
Default Standard Responses
TEST & DEBUG
Talk to Bot
Utterance Testing
Batch Testing
Conversation Testing
CHANNELS
PUBLISH
ANALYZE
Overview
Dashboard
Custom Dashboard
Overview
How to Create Custom Dashboard
Conversation Flows
NLP Metrics
ADVANCED TOPICS
Universal Bots
Overview
Defining
Creating
Training
Customizing
Enabling Languages
Store
Smart Bots
Defining
koreUtil Libraries
SETTINGS
Authorization
Language Management
PII Settings
Variables
Functions
IVR Integration
General Settings
Management
Import & Export
Delete
Versioning
Collaborative Development
PLAN & USAGE
Overview
Usage Plans
Support Plans
Invoices
API GUIDE
API Overview
API List
API Collection
SDKs
SDK Overview
SDK Security
SDK App Registration
Web SDK Tutorial
Message Formatting and Templates
Mobile SDK Push Notification
Widget SDK Tutorial
Widget SDK – Message Formatting and Templates
Web Socket Connect & RTM
Using the BotKit SDK
Installing
Configuring
Events
Functions
BotKit SDK Tutorial – Agent Transfer
BotKit SDK Tutorial – Flight Search Sample Bot
Using an External NLP Engine
ADMINISTRATION
HOW TOs
Creating a Simple Bot
Creating a Banking Bot
Context Switching
Using Traits
Schedule a Smart Alert
Configure UI Forms
Add Form Data into Data Tables
Configuring Digital Views
Add Data to Data Tables
Update Data in Data Tables
Custom Dashboard
Custom Tags to filter Bot Metrics
Patterns for Intents & Entities
Build Knowledge Graph
Global Variables
Content Variables
Using Bot Functions
Configure Agent Transfer
Update Balance Task
Transfer Funds Task
RELEASE NOTES
  1. Docs
  2. Virtual Assistants
  3. Channel Enablement
  4. Adding the Twilio Voice Channel

Adding the Twilio Voice Channel

To add Twilio Voice as a channel to your Kore.ai bot, you must get a Twilio phone number and set up webhook integration to communicate with the bot. Adding the Twilio Voice channel to your Kore.ai bot allows end users of your bot to interact with your bot using their Twilio Voice accounts. To add the Twilio Voice channel to your bot, you must:

  1. Get a Twilio Number – To enable Twilio Voice channel, create a Twilio phone number to associate with this bot.
  2. Set Up Integration – To set up the integration, create a TwiML App and get Webhook URL details from Configurations tab of Twilio Voice channel page to enter it in the Request URL for Voice to activate the channel.
  3. Associate TwiML App with Twilio Phone Number – To associate TwiML App with Twilio Phone Number, configure your preferred active Twilio number with TwiML App.
  4. Optional Configuration to Set Up Agent Transfer – To use Agent Transfer functionality, set up the Kore.ai Agent Transfer SDK.
  5. Enable Channel – Once you set up the integration and complete configuration, enable the channel.

Note: Twilio Voice must be enabled for bots that are specifically built to work on voice-based channels. Review the following constraints before enabling Twilio Voice as a channel for this bot:

  1. Enterprise bots that require user’s authorization to communicate with the bot are not supported on Twilio Voice.
  2. Tasks that require user’s authorization to communicate with external systems must not be included.
  3. Webhook Nodes work asynchronously and are currently not supported on Twilio Voice.
  4. Use only dialog tasks for best user experience on Twilio Voice channel.
  5. Ensure that the bot responses you configure for Twilio Voice are brief, plain text messages only.
  6. Bot receives user’s voice response from Twilio Voice only after few moments of silence at user’s end and this can appear as a lag to the end-user.

Prerequisites

  1. Log in to your Twilio Voice account to create a new Twilio number to associate with your bot.
  2. To get a Twilio Number:
    1. Go to the Products and Services menu and select Phone Numbers.
    2. Create a new Twilio phone number to associate with this bot. If you already have a Twilio phone number that you want to associate with this bot, then you can proceed to the next steps.
      Note that the image may change depending on your Twilio account type.
  3. To set up the integration:
    1. Go to the Tools section of the Phone Numbers menu.
    2. Select TwiML Apps to create a new TwiML App.
    3. Enter a name for the app and copy the Webhook URL from the Configurations tab of the Twilio Voice Channel page and enter in the Request URL for Voice.
    4. Click Save to complete the app creation.
  4. To associate TwiML App with Twilio Phone Number:
    1. Go to the Manage Numbers menu under Phone Numbers.
    2. From Active Numbers section, select the number you want to associate the TwiML App.
    3. Under Voice & Fax section, select TwiML App as the choice in Configure With field.
    4. A new field TWIML APP is displayed. Select the app you have configured in the previous steps.
    5. Click Save to complete this app association.
  5. Optionally, you can also set up Agent Transfer functionality to transfer the user’s call conversation to another Twilio number. For this, you must configure the Kore.ai Agent Transfer SDK.
    1. Download the Agent Transfer SDK from the Kore.ai GitHub repository and define data.message, transferCallToAgent and agentPhonenumber parameters.
      • data.message: Define the message to be read out to the end-user when the call is transferred to agent is initiated.
      • transferCallToAgent: Set this flag to True to enable Agent Transfer and False to disable.
      • agentPhonenumber: Provide your Twilio phone number to which the user call conversation is transferred.

Enable Twilio Voice Channel

To enable the Twilio Voice Channel, follow the below steps:

  1. In the Bots section of the Bot Builder, click the bot you want to add to the Twilio Voice channel.
  2. On the Channels tab, click the Twilio Voice icon. The Twilio Voice Channel page is displayed.
  3. To complete the Channel setup, go to the Configurations tab.
    1.  Enter your Twilio Number to associate with the Kore.ai bot.
    2. Select a Language to communicate with the bot by end-users.
    3. In the Enable Channel section, select Yes, and then click Save to complete the user creation process and channel activation.
  4. From the Voice Call Properties tab,  enter the details to configure the channel level voice properties, click here for more details.
  5. Once you have enabled the Twilio channel, it is recommended to configure the Telephony Welcome Event for Voice Call Settings. This plays a welcome message for users when they connect to the bot through the Twilio channel.
    For this:

    1. From Natural Language > Default Conversation > Event Handlers configure Telephony Welcome Event.
    2. Click Use Voice Call Properties to open the Voice Call settings section.
    3. Under the Initial Prompts text box, enter the message that needs to be played when the user connects to the bot.
    4. For details regarding other configuration fields, refer to the Configuring Voice Call Settings for a Node section.

Edit Twilio Voice Channel

To edit the Twilio Voice channel, follow the below steps:

  1. Hover over the channel to modify and click the Settings icon to display the command menu as shown in the following image.

    Select one of the following commands to modify the channel:
  • Disable/Enable – Click Disable to temporarily disable the use of the Twilio Voice for your bot. To enable the use of the Twilio Voice channel, Click Enable.
  • Delete – Click Delete. On the Delete Confirmation dialog box, click OK to permanently delete the bot channel configuration.
Warning: This operation is permanent and cannot be undone.
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