Automation How-To Guides - Kore.ai Docs

Refer to the task-based guides for common automation scenarios. Each guide walks through a specific configuration or integration pattern—covering user personalization, data handling, channel integrations, and AI-powered workflows.

How-To Guides

Guide	Description
Personalize Experience for New and Returning Users	Use the `isReturningUser` flag to apply different business logic based on whether a user is new or has interacted with the AI Agent before.
Access Original PII Data	Retrieve original (unmasked) PII values from the protected vault for use in user confirmation prompts or backend service calls.
Use Agent Node and Search AI to Generate Answers	Configure the Agent Node to query Search AI for indexed website and PDF content, enabling accurate, multi-turn responses grounded in your verified content.
Share Metadata from AI for Service to Agent Platform	Pass session context—such as user preferences, channel details, and order information—from AI for Service to the Agent Platform for personalized, context-aware agent responses.
Proactive Notifications with Interactive Elements in MS Teams	Send proactive notifications to MS Teams users with interactive Adaptive Card elements, including buttons and rich text, using the Proactive Notifications API.
Include an Image in an Outbound Twilio SMS (MMS)	Use the `MediaUrl` parameter in the Twilio SMS channel to attach an image to an outbound message.
Using nlMeta	Programmatically control conversation flow by triggering intents, pre-populating entity values, and overriding NLP detection using the `nlMeta` object via BotKit, Web SDK, or Widget SDK.