Documentation Index
Fetch the complete documentation index at: https://koreai.mintlify.app/llms.txt
Use this file to discover all available pages before exploring further.
Use these integration guides to connect Agent AI with your contact center platforms, CRM systems, and custom web applications. Each guide covers prerequisites, architecture, and step-by-step configuration for a specific platform or channel.
Amazon Connect
| Guide | Description |
|---|
| Amazon Connect CCP Integration: Agent AI Chat | Integrate Agent AI (Chat channel) with Amazon Connect using a Custom Contact Control Panel (CCP) that hosts both the native CCP and the Agent AI Chat widget. |
| Amazon Connect CCP Integration: Agent AI Voice | Integrate Amazon Connect with Agent AI Voice using the AWS CCP approach, capturing audio streams via Amazon Kinesis Streams and processing them with AWS Lambda for real-time transcription and AI assistance. |
| Amazon Connect Integration with Agent AI Voice via AWS Third-Party Applications | Integrate Amazon Connect with Agent AI Voice using AWS third-party applications, capturing audio via Kinesis Video Streams and embedding Agent AI into the Amazon Connect agent workspace. |
| Amazon Connect Integration using Voice Automation | Integrate Kore Voice Automation with Amazon Connect using Amazon’s External Voice Connector to enable seamless voice transfers between Amazon Connect and the Kore Voice Gateway. |
Salesforce
| Guide | Description |
|---|
| Agent AI Integration with Salesforce Service Cloud Voice (Amazon Connect Telephony) | Combine Salesforce CRM with Amazon Connect telephony to deliver real-time AI-driven insights, suggestions, and automation to agents handling voice interactions. |
| Agent AI Configuration for Salesforce OmniChannel Chat (Messaging) | Integrate Agent AI with Salesforce OmniChannel Chat to deliver AI-powered suggestions, automated responses, and conversation summaries directly in the Salesforce console. |
| Salesforce Web Messaging Configuration (New Chat) | Connect your messaging channel to a website using a new embedded deployment on Salesforce Omni-Channel Service Cloud with Agent AI. |
| Agent AI Integration with Salesforce Email-to-Case | Embed the Agent AI widget in the Salesforce Service Console for email-based cases, providing AI-powered suggestions, on-demand summaries, and next-best actions across email threads. |
| Kore Agent AI with Salesforce NICE CX CTI | Set up Agent AI with NICE CX Telephony using the Salesforce NICE CX CTI package to display voice transcripts and next-best actions when agents receive inbound customer calls. |
| Salesforce NICE CX CTI for Outbound Calls | Configure the Agent AI widget with NICE CX Telephony via Salesforce NICE CX CTI to surface voice transcripts and next-best actions when agents place outbound calls. |
| Agent AI Voice Integration with CX Cloud from Genesys and Salesforce | Configure Agent AI within the CX Cloud from Genesys and Salesforce unified platform to provide agents with real-time coaching, smart replies, sentiment tracking, and Playbook guidance. |
| Agent AI Voice Integration for NICE CXone Mpower in Salesforce | This guide explains how to set up and configure the Agent AI widget with NICE CXone telephony using the Salesforce NICE CXone Mpower package. |
Genesys
| Guide | Description |
|---|
| Agent AI Integration with Genesys Cloud CX | Integrate Agent AI with Genesys Cloud CX to support multiple bots and queue-based functionality, improving agent efficiency and customer satisfaction across departments. Also works with the Genesys Desktop App. |
NICE
| Guide | Description |
|---|
| NICE MAX Desktop Chat and Voice | Integrate Agent AI into the NICE MAX Desktop environment with support for Automation, Agent Coaching, Playbook, Sentiment Analysis, Transcription, end-of-call summary, and Custom Data passing. |
| NICE Agent Desktop Voice | Integrate the Agent AI widget into the NICE Agent Desktop for voice interactions, supporting all Agent AI features including Automation, Coaching, Playbook, Sentiment Analysis, and Transcription. |
| Agent AI Integration with NICE CXone Agent Desktop for Outbound Calls | Integrate the Agent AI widget into the NICE Agent Desktop for outbound voice calls with support for Automation, Coaching, Playbook, Sentiment Analysis, Transcription, and end-of-call summary. |
| Agent AI Integration with NICE MAX Desktop for Outbound Calls | Integrate the Agent AI widget into the NICE MAX Desktop for outbound calls with support for Automation, Coaching, Playbook, Sentiment Analysis, Transcription, and end-of-call summary. |
Five9
| Guide | Description |
|---|
| Agent AI Chat Integration with Five9 | Embed the Agent AI widget into the Five9 Agent Desktop for chat interactions, enabling Automation, Agent Coaching, Playbook, Sentiment Analysis, and end-of-call summaries. |
| Agent AI Integration with Five9 Inbound Voice | Integrate the Agent AI widget into the Five9 Agent Desktop with step-by-step instructions to enable automation, coaching, playbooks, sentiment analysis, transcription with summaries, and custom data passing. |
ServiceNow
| Guide | Description |
|---|
| Agent AI Chat Integration with ServiceNow | Integrate the Agent AI widget with the ServiceNow Desktop for chat, supporting all Agent AI features including end-of-call summary and Custom Data passing across HR, IT, and other ServiceNow workspaces. |
Web SDK
Use the Web SDK to embed and customize the Agent AI widget in your own web applications or custom contact center interfaces.
| Guide | Description |
|---|
| Agent AI Web SDK Introduction | Overview of the Agent AI Web SDK — a JavaScript, Preact, and SCSS-based toolkit for integrating AI Agent functionality into web applications with real-time event handling and UI customization. |
| SDK Fields and Details | Reference for all SDK initialization fields including botId, conversationId, domainURL, and other mandatory and optional parameters. |
| SDK Customization | Customize SDK events with step-by-step examples demonstrating how to tailor widget behavior and appearance to your requirements. |
| Dialog Execution | Handle and customize dialog execution events within the Agent AI widget. |
| Agent Coaching Events | Implement real-time agent coaching events that surface guidance based on user and agent messages, including emotion insights and empathy recommendations. |
| Search Suggestion Events | Customize search and assist tab events to control how search suggestions are presented to agents. |
| Transcript Events | Customize the transcript tab display and handle transcript-related events in the Agent AI widget. |
| Sentiment Charts | Render and handle real-time sentiment charts within the Agent AI widget to track customer sentiment throughout a conversation. |
| MyBot Tabs | Configure and customize the MyBot tab section of the Agent AI widget. |
| View Customized Events | Handle events that control custom view rendering within the Agent AI widget. |
| Other Events | Reference for additional SDK events not covered by the primary event categories. |
| SDK Playbooks | Integrate and customize Playbook functionality through the Web SDK. |
| Internal Transfer Process | Implement internal transfer flows within the Web SDK integration to handle agent-to-agent handoffs. |
| Error Codes | Reference for SDK error codes to diagnose and resolve integration issues. |
