Create Coaching Rules API

Back to API List Creates one or more coaching rules for a specified Agent AI stream. Coaching rules help monitor agent behavior based on utterance patterns or GenAI-based triggers and perform actions such as displaying hints or notifying managers.

METHOD	POST
Endpoint	`https://{{host}}/agentai/api/v1/public/{{streamid}}/acrules`
Content Type	`application/json`
Authorization	`auth: {{JWT}}` — See How to generate the JWT Token.

Header Parameters

Header	Type	Required	Description
`auth`	String	Yes	JWT token used for authentication.
`accountid`	String	Yes	Unique account identifier.

Path Parameters

Parameter	Description	Type
`host`	Environment URL. For example, `https://platform.kore.ai/`	String, required
`streamId`	`botId` or `streamId`. Retrieve this from the App Settings page.	String, required

Sample Request

curl --location --max-time 15 'https://{{host}}/agentai/api/v1/public/{{streamid}}/acrules' \
--header 'auth: {{JWT_TOKEN}}` \
--header 'accountid: {{accountId}}' \
--header 'Content-Type: application/json' \
--data-raw '[
  {
    "name": "",
    "description": "",
    "triggers": [
      {
        "type": "utterance",
        "by": "agent",
        "operator": "and",
        "when": {
          "addUtterances": [
            { "utterance": "" },
            { "utterance": "" }
          ],
          "utteranceCount": 1
        },
        "frequency": {
          "nOccurrences": 1,
          "duration": "anyTime"
        }
      },
      {
        "type": "genai",
        "by": "agent",
        "operator": "and",
        "triggerDesc": "",
        "frequency": {
          "nOccurrences": 1,
          "duration": "anyTime"
        }
      }
    ],
    "actions": [
      {
        "type": "hint",
        "expression": "critical",
        "message": {
          "useGenAIForTitle": false,
          "useGenAIForBody": false,
          "title": "",
          "body": "",
          "titleDesc": "",
          "bodyDesc": "",
          "postAction": "auto_close",
          "time": 5
        },
        "adherence": {
          "adType": "ack",
          "addUtterances": [],
          "ackText": "Ok, Got it"
        }
      },
      {
        "type": "email_manager",
        "emails": ["john.doe@example.com"],
        "when": "immediately",
        "message": {
          "title": "",
          "body": ""
        }
      }
    ],
    "assignees": [],
    "isActive": true,
    "channels": ["chat", "voice"],
    "tags": ["insurance", "security", "compliance", "PII"]
  }
]'

Body Parameters

Parameter	Type	Required	Description
`name`	String	Yes	Name of the coaching rule.
`description`	String	No	Description of the coaching rule.
`triggers`	Array	Yes	List of trigger conditions that activate the coaching rule.
`actions`	Array	Yes	List of actions executed when the rule is triggered.
`assignees`	Array	No	List of users assigned to the coaching rule.
`isActive`	Boolean	No	Indicates whether the coaching rule is active.
`channels`	Array	No	Channels where the coaching rule applies.
`tags`	Array	No	Tags associated with the coaching rule.
`by`	String	Yes	Conversation participant evaluated by the trigger, such as `agent` or `customer`.
`type`	String	Yes	Trigger type. Supported values include `utterance` and `genai`.
`operator`	String	No	Logical operator used to evaluate multiple trigger conditions.
`when`	Object	No	Configuration for utterance-based trigger matching.
`triggerDesc`	String	No	Natural language description used by GenAI-based triggers.
`frequency`	Object	No	Defines occurrence and duration requirements for the trigger.
`addUtterances`	Array	No	List of utterances used for matching.
`utteranceCount`	Integer	No	Number of matching utterances required.
`nOccurrences`	Integer	No	Number of occurrences required before triggering the rule.
`duration`	String	No	Time window used for evaluating occurrences.
`type`	String	Yes	Action type. Examples include `hint` and `email_manager`.
`expression`	String	No	Severity level associated with a hint action.
`message`	Object	No	Message configuration for the action.
`adherence`	Object	No	Adherence settings for hint actions.
`emails`	Array	No	Email recipients for notification actions.
`when`	String	No	Specifies when the action is executed.
`useGenAIForTitle`	Boolean	No	Generates the title using GenAI.
`useGenAIForBody`	Boolean	No	Generates the message body using GenAI.
`title`	String	No	Title displayed in the action.
`body`	String	No	Body content displayed in the action.
`titleDesc`	String	No	Description used to generate the title.
`bodyDesc`	String	No	Description used to generate the body.
`postAction`	String	No	Action performed after the message is acknowledged.
`time`	Integer	No	Display duration, in seconds.
`adType`	String	No	Adherence type.
`addUtterances`	Array	No	Additional utterances used for adherence evaluation.
`ackText`	String	No	Acknowledgment text displayed to the agent.

Sample Response

[
  {
    "name": "",
    "description": "",
    "tags": [
      "insurance",
      "security",
      "compliance",
      "PII"
    ],
    "channels": [
      "chat",
      "voice"
    ],
    "isActive": true,
    "botId": "st-6165d5c2-171a-54cc-ba5f-48*********e",
    "accountId": "6a5a0e195*********34415e",
    "createdOn": "2026-08-06T04:45:23.582Z",
    "triggers": [
      {
        "_id": "aat-614678e4-9b4f-5b3a-************68cd8",
        "type": "utterance",
        "by": "agent",
        "when": {
          "utteranceCount": 2
        },
        "frequency": {
          "nOccurrences": 1,
          "duration": "anyTime"
        },
        "operator": "and",
        "conditions": {
          "value": []
        },
        "default": false
      },
      {
        "_id": "aat-efb90370-3509************553053",
        "type": "genai",
        "by": "agent",
        "frequency": {
          "nOccurrences": 1,
          "duration": "anyTime"
        },
        "operator": "and",
        "conditions": {
          "value": []
        },
        "default": false,
        "triggerDesc": ""
      }
    ],
    "actions": [
      {
        "_id": "aat-65af99a0-f5eb************52ee986",
        "type": "hint",
        "expression": "critical",
        "message": {
          "title": "",
          "body": "",
          "titleDesc": "",
          "bodyDesc": "",
          "useGenAIForTitle": false,
          "useGenAIForBody": false,
          "postAction": "auto_close",
          "time": 5
        },
        "emails": [],
        "adherence": {
          "adType": "ack",
          "ackText": "Ok, Got it"
        },
        "default": false
      },
      {
        "_id": "aat-7b62a************a040df87b94",
        "type": "email_manager",
        "message": {
          "title": "",
          "body": ""
        },
        "emails": [
          "john.doe@example.com"
        ],
        "when": "immediately",
        "default": false
      }
    ],
    "assignees": [],
    "status": "ACTIVE",
    "state": "configured",
    "default": false,
    "deletable": true,
    "refId": "c966171-d************1c4715c",
    "lModOn": "2026-08-06T08:08:49.709Z",
    "_id": "acr-d618e************984-128ff14b35c5"
  }
]

Response Parameters

Parameter	Type	Description
`name`	String	Name of the rule or configuration.
`description`	String	Description of the rule.
`tags`	Array	Tags associated with the rule for categorization and filtering.
`channels`	Array	Channels where the rule is applicable, such as `chat` or `voice`.
`isActive`	Boolean	Indicates whether the rule is currently active.
`botId`	String	Unique identifier of the bot associated with the rule.
`accountId`	String	Unique identifier of the account that owns the rule.
`createdOn`	String (ISO 8601)	Date and time when the rule was created.
`triggers`	Array	List of trigger conditions that initiate the configured actions.
`type`	String	Type of trigger or action.
`by`	String	Entity that generates the trigger, such as `agent`.
`when`	String	Conditions that determine when a trigger or action is executed. The structure varies by trigger or action type.
`utteranceCount`	Integer	Number of utterances required before the trigger is activated.
`frequency`	Object	Frequency settings that control trigger execution.
`nOccurrences`	Integer	Number of times the trigger can occur.
`duration`	String	Time period during which the trigger frequency is evaluated.
`operator`	String	Logical operator used to evaluate conditions.
`conditions`	Object	Collection of conditions associated with the trigger.
`value`	Array	Values used to evaluate the configured conditions.
`triggerDesc`	String	Description of the trigger. Available for specific trigger types.
`actions`	Array	List of actions executed when trigger conditions are met.
`expression`	String	Expression used to evaluate or categorize the action. Available for specific action types.
`message`	Object	Message configuration associated with the action.
`title`	String	Title of the message.
`body`	String	Body content of the message.
`titleDesc`	String	Description of the message title.
`bodyDesc`	String	Description of the message body.
`useGenAIForTitle`	Boolean	Indicates whether generative AI is used to generate the message title.
`useGenAIForBody`	Boolean	Indicates whether generative AI is used to generate the message body.
`postAction`	String	Action performed after the message is displayed.
`time`	Integer	Duration, in seconds, for displaying the message.
`emails`	Array	Email addresses associated with the action.
`adherence`	Object	Adherence settings for the action.
`adType`	String	Adherence type.
`ackText`	String	Acknowledgment text displayed to the user.
`assignees`	Array	List of users assigned to the rule.
`status`	String	Current status of the rule.
`state`	String	Configuration state of the rule.
`default`	Boolean	Indicates whether the configuration is a default system configuration.
`deletable`	Boolean	Indicates whether the rule can be deleted.
`refId`	String	Reference identifier of the rule.
`lModOn`	String (ISO 8601)	Date and time when the rule was last modified.
`_id`	String	Unique identifier of the rule.

​Header Parameters

​Path Parameters

​Sample Request

​Body Parameters

​Sample Response

​Response Parameters