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.
Deploy AI Agents across digital and voice channels.
Overview
AI for Service supports two broad channel categories:
| Category | Channels |
|---|
| Digital | Enterprise messaging (Slack, Teams, WhatsApp), social (Facebook Messenger, Instagram), web/mobile, webhooks, email, SMS |
| Voice | Voice Gateway (native), third-party voice (Twilio, Alexa, AudioCodes, IVR) |
Digital Channels
Digital channels cover all non-voice delivery mechanisms. The platform groups them into Enterprise, Social, and Other categories.
| Category | Examples |
|---|
| Enterprise | Amazon Connect Chat, Genesys Cloud CX, Microsoft Teams & Copilot, Slack, WhatsApp Business, Zoom Contact Center |
| Social | Facebook Messenger, Instagram, Twitter, Telegram, WeChat, Line |
| Other | Email, SMS, Twilio SMS, Web/Mobile Client, Widget SDK, Webhook |
Voice Channels
Voice Gateway
Voice Gateway is the platform’s native voice automation solution. It manages inbound call flows for Contact Center AI and integrates with existing telephony infrastructure.
Go to: Product > Flows & Channels > Channels > Voice Gateway
| Task | Description |
|---|
| Buy Phone Number | Buy Twilio-managed numbers or import existing ones. Attach a Start Flow to each number. |
| SIP Trunk | Configure network IPs/FQDNs, DID numbers, transport (TCP/UDP/TLS), and SIP credentials. Supports both Contact Center AI and Agent AI (SIPREC or WebSocket). |
| ASR and TTS | Set Speech-to-Text and Text-to-Speech providers (Google, Microsoft Azure, AWS Polly, ElevenLabs, Deepgram, OpenAI, PlayHT) per language. Configure primary and fallback providers. |
| Voice Call Properties | Define global call behavior: end-of-task actions, event handlers, call termination, timeout prompts, barge-in, and retry limits. |
Advanced Configuration
| Topic | Description |
|---|
| Utility Functions | agentUtils-dynamically modify SIP transfer properties before routing to the agent desktop. voiceUtils-control calls directly: hangup, SIP refer/invite, abort prompts, DTMF, pause/play, voicemail, transfer. |
| Speech Customization (Call Control Parameters) | Override ASR/TTS settings at session or node level. Parameters include provider, language, voice name, barge-in, timeout, DTMF collection, confidence thresholds, and vendor-specific options (Microsoft, Google, AWS, NVIDIA, Deepgram). |
| Features and Capabilities | SSML support for controlling pitch, rate, volume, and pronunciation in TTS responses. |
| SIP Trunk | Configure SIP-based call transfers between telephony endpoints and Contact Center AI. |
Deployment and Operations
| Topic | Description |
|---|
| IPs, Ports, and Protocols | Region-specific SIP server IPs, FQDNs, RTP ranges, and WebRTC SBC details for US East/West, AU, IN, EU (London), DE, JP, UAE, SG. |
| Infrastructure Setup | Network cabling, QoS, bandwidth, firewall, VPN, and WLAN requirements for voice traffic. |
| Firewall Requirements | Port and service configurations for WebRTC (Agent Desktop) across asymmetric and symmetric NAT environments. |
Troubleshooting
| Issue | Resolution |
|---|
| App Publish is Failing | Check SIPTRUNK status in the dockstatus API response via browser DevTools. |
| Agent transfer isn’t working | Verify Voice Enabled is on for the user, transfer type is set to SmartAssist, and the WebSocket/REGISTER handshake returns 200 OK. |
| Troubleshooting | Reselect the voice in Voice Preferences and make a minor edit to the flow to force the system to register the change. |
Third-Party Voice
| Channel | Integration Method | Key Notes |
|---|
| Amazon Alexa | Alexa Skills Kit + Webhook URL | Export dialog tasks as Alexa Interaction Model JSON, or use AMAZON.SearchQuery to redirect utterances to the assistant. |
| Twilio Voice | TwiML App + Webhook URL | Associate a Twilio phone number with the TwiML app. Optional agent transfer via BotKit SDK. |
| IVR-AudioCodes | Webhook (JWT-authenticated) | Configure the Webhook URL as botURL in AudioCodes VoiceAI Connector. |
| IVR Integration | VXML + Webhook | Native VXML generation, hybrid IVR flows, ASR metadata extraction, IVR Sandbox for testing without a live IVR system. |
