GETTING STARTED
Introduction to AgentAssist
Architecture and Configuration
Glossary
FAQ
Release Notes
Recent Updates
Previous Versions

SET UP AgentAssist
AgentAssist Setup Guide
Sign Up for AgentAssist
Conversation Automation
Automations Board
Create a Bot
Add Multiple Bots
Create Use Cases
Overview
FAQs Setup
Create Dialog Tasks
Welcome Events
LLM and Generative AI
Search AI
Agent Coaching
Playbook
Customizing the AgentAssist Widget
Configure Auto Summarization with Custom Dialog Tasks
Feedback Settings
Widget Theming (Layout Customization)

INTEGRATIONS
AgentAssist Integration with Third-Party Applications
Amazon Connect
Amazon Connect with AgentAssist Voice Installation Guide
Amazon Connect with AgentAssist Chat Using Custom CCP
Amazon Connect with AgentAssist – Voice via AWS Third Party Applications
Channels
Voice
Configure Voice Channel
Configure Speech Recognition
Chat
SmartAssist
Configure AgentAssist
Demos
Voice Demo
Chat Demo
Salesforce
OmniChannel
Omni-Channel Configuration - Chat
AgentAssist Configuration - Chat
Genesys CTI
AgentAssist Voice Integration
NICE-CTI
AgentAssist Voice and Chat
AgentAssist Chat
Demos
Voice Demo
Chat Demo
Zendesk
Set up AgentAssist for Zendesk
Genesys
AgentAssist Integration with Genesys - Manual Setup Instructions
Agent AI Integration with Genesys Cloud CX
Set Up AgentAssist for Genesys
Change AgentAssist Bot in Genesys
Integrate Kore.ai Bot on Genesys Cloud CX Messaging
NICE MAX Desktop
Talkdesk
Twilio

AGENT EXPERIENCE
AgentAssist Widget
Bot Override and Automations

ANALYTICS
Conversation Logs
Dashboard
Agent AI ROI Analyzer (Beta)
APIs
Raw Data API v1
Raw Data API v2
Conversation Summary Trigger

Set up AgentAssist for Salesforce

The Kore.ai AgentAssist package is available in the Salesforce AppExchange. After logging into your Salesforce account, you can install the package from the AppExchange.

Step 1: Log in to the Salesforce Account

  1. Visit https://login.salesforce.com/.
  2. Enter your login credentials, and then click Log In.

    The Salesforce homepage is displayed.

Step 2: Install the kore.ai AgentAssist Package

After logging into the Salesforce account, you can install the package from the AppExchange. Search for “Kore.ai AgentAssist” in the AppExchange and then install the package. Post installation, you can directly access the AgentAssist package, which is available in the Salesforce Service Cloud console.

Step 3: Configure the AgentAssist Bot Details in Salesforce

Log in into the Salesforce account, configure the AgentAssist bot details as follows: 

  1. On the top-left of the Salesforce homepage, click App Launcher.

  2. Enter ‘Custom Metadata Types’ in the search bar.
  3. Select Custom Metadata Types. A list of records is displayed. Select the required record from the list and edit.
    Custom Metadata Type
  4. Select KoreAgentAssistConfiguration record.
  5. Click Manage KoreAgentAssistConfiguration.
  6. Select the record and click Edit.
    1. Enter the following information in the dialog box:
      1. Name
      2. AgentAssist url
      3. Copy the BotID, ClientID, and ClientSecret from the AgentAssist Chat Channel page and paste it in the respective field.
  7. Click Save.
  8. The following screen appears, displaying all the details. Salesforce can now access the bot and the bot is ready for real time assistance. 

Step 4: Validate/Test the Chat Flow

After you configure the AgentAssist bot details, you should test the Chat flow – the two-way interaction between the agent and the client.

  1. On the lower-left of the screen, click Omni-channel (offline).
  2. Select the status from the dropdown and change it to Available.

Step 5: Initiating Chat and Using AgentAssist Widget/Client-Side Interaction 

You can initiate a Chat interaction with the client. 

Steps to initiate Chat:

  1. On the top-right corner of the Salesforce homepage, click Service Setup.
  2. Click Setup.
  3. On the top-right, click Service Setup again.
  4. Click Developer Console.
  5. On the top-left, click Preview.

    The pop-up chat window loads as shown below:
  6. Enter First Name, Last Name, Email, Subject, and Web Email, and then  click Start Chatting.
  7. The sent chat request is shown.
  8. If you wish to Cancel the Chat request, the following screen appears.
  9. You can Confirm End Chat or Go back to the chat.
  10. On the Agent desktop console, the agent will see a notification as shown below.
  11. Click the notification. The Chatconfig window opens as shown below.
  12. The agent can start chatting with the customer.
  13. Click the New(1) tab. The chat details are on the screen below.


    The agent can start interacting with the clients. The functionality of AgentAssist widget remains the same irrespective of the platform that is used.

Set up AgentAssist for Salesforce

The Kore.ai AgentAssist package is available in the Salesforce AppExchange. After logging into your Salesforce account, you can install the package from the AppExchange.

Step 1: Log in to the Salesforce Account

  1. Visit https://login.salesforce.com/.
  2. Enter your login credentials, and then click Log In.

    The Salesforce homepage is displayed.

Step 2: Install the kore.ai AgentAssist Package

After logging into the Salesforce account, you can install the package from the AppExchange. Search for “Kore.ai AgentAssist” in the AppExchange and then install the package. Post installation, you can directly access the AgentAssist package, which is available in the Salesforce Service Cloud console.

Step 3: Configure the AgentAssist Bot Details in Salesforce

Log in into the Salesforce account, configure the AgentAssist bot details as follows: 

  1. On the top-left of the Salesforce homepage, click App Launcher.

  2. Enter ‘Custom Metadata Types’ in the search bar.
  3. Select Custom Metadata Types. A list of records is displayed. Select the required record from the list and edit.
    Custom Metadata Type
  4. Select KoreAgentAssistConfiguration record.
  5. Click Manage KoreAgentAssistConfiguration.
  6. Select the record and click Edit.
    1. Enter the following information in the dialog box:
      1. Name
      2. AgentAssist url
      3. Copy the BotID, ClientID, and ClientSecret from the AgentAssist Chat Channel page and paste it in the respective field.
  7. Click Save.
  8. The following screen appears, displaying all the details. Salesforce can now access the bot and the bot is ready for real time assistance. 

Step 4: Validate/Test the Chat Flow

After you configure the AgentAssist bot details, you should test the Chat flow – the two-way interaction between the agent and the client.

  1. On the lower-left of the screen, click Omni-channel (offline).
  2. Select the status from the dropdown and change it to Available.

Step 5: Initiating Chat and Using AgentAssist Widget/Client-Side Interaction 

You can initiate a Chat interaction with the client. 

Steps to initiate Chat:

  1. On the top-right corner of the Salesforce homepage, click Service Setup.
  2. Click Setup.
  3. On the top-right, click Service Setup again.
  4. Click Developer Console.
  5. On the top-left, click Preview.

    The pop-up chat window loads as shown below:
  6. Enter First Name, Last Name, Email, Subject, and Web Email, and then  click Start Chatting.
  7. The sent chat request is shown.
  8. If you wish to Cancel the Chat request, the following screen appears.
  9. You can Confirm End Chat or Go back to the chat.
  10. On the Agent desktop console, the agent will see a notification as shown below.
  11. Click the notification. The Chatconfig window opens as shown below.
  12. The agent can start chatting with the customer.
  13. Click the New(1) tab. The chat details are on the screen below.


    The agent can start interacting with the clients. The functionality of AgentAssist widget remains the same irrespective of the platform that is used.