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GETTING STARTED
Introduction to SmartAssist
Glossary
Minimum System and Browser Requirements
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Setup SmartAssist for Use With AgentAssist
Upgrade from SmartAssist to XO v11
Release Notes
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)
EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
Start
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations
ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
SmartAssist Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Widgets
Agent AI Events
Agent AI Mapping
Agent AI Settings
Wallboards
Utils
SearchAssist
Widget Theming (Layout Customization)
Settings
System Settings
Co-Browse Settings
Supervisor Join/Exit Notification to User
Export SmartAssist Instance
Automatic Away Status for Agent Inactivity
Obscure Customer Info in Interactions Dashboard
Advanced Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Reject Calls With a Delayed First Response
LLM Streaming
Translation Configurations
API Reference
API Setup
Rate Limits
API List
Integrations
Voice Automation Integration with Third-Party Applications
Amazon Connect
Voice Automation – Integration with Amazon Connect
Amazon Connect Integration with Kore using Amazon External Voice Connector (Voice Automation)
Genesys
Genesys Voice Bot
Genesys + Kore Voice Automation – Manual Installation Guide
Voice Automation With Genesys Using SIP Invite and AgentAssist Integration
ID R&D
ID R&D Integration With Kore
Nice CX
Voice Automation NiceCX (CX One) – SIP Integration
Talkdesk
Talkdesk Voice Automation
Zoom Contact Center (ZCC)
Kore Voice Automation (IVA) Integration with Zoom Contact Center (CC)
Audit Report
AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard
SUPERVISORS
SmartAssist Metrics
Dashboard
Automation
Queues and Agents
Interactions
Wallboards
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout
BUSINESS USERS
Reports
Introduction
Reports List
GETTING STARTED
Introduction to SmartAssist
Glossary
Minimum System and Browser Requirements
SmartAssist Lifecycle Management
SmartAssist Setup Guide
Sign Up for SmartAssist
Setup SmartAssist for Use With AgentAssist
Upgrade from SmartAssist to XO v11
Release Notes
Recent Updates
Previous Versions
Frequently Asked Questions (FAQ)
EXPERIENCE DESIGNERS
Flow Designer
Introduction
Create Experience Flows
Navigate the Flow Designer
Experience Flow Nodes
Introduction
Node Types
Start
IVR Menu
IVR Digit Input
Conversational Input
Split
Check Agent Availability
Check Business Hours
Message Prompt
Run Automation
Agent Transfer
Connect to API
Go to Flow
Deflect to Chat
Script Task
Set Queue
End Flow
Waiting Experience
Conversation Automation
Testing Widget
Use Cases
Overview
Questions & Answers
Conversations
ADMINISTRATORS
Account Management
Switch Account
Invite Developers to an Account
Routing
SmartAssist Routing
Skills
Skill Groups
Queues
Hours of Operation
Default Flows
User Management
Users
Agent Groups
Agent Settings
Role Management
Agent Status
System Setup
Channels
Voice
Chat
Email
Limitations With Accounts Using AudioCodes
Agent Transfer
Surveys
Agent Forms
Dispositions
Language & Speech
Overview
Language Management
Voice Preferences
Hold Audio
Standard Responses
Widgets
Agent AI Events
Agent AI Mapping
Agent AI Settings
Wallboards
Utils
SearchAssist
Widget Theming (Layout Customization)
Settings
System Settings
Co-Browse Settings
Supervisor Join/Exit Notification to User
Export SmartAssist Instance
Automatic Away Status for Agent Inactivity
Obscure Customer Info in Interactions Dashboard
Advanced Settings
Community WFM (Beta)
Automatic Conversation Summary (Beta)
Intelligent Agent Tools
Reject Calls With a Delayed First Response
LLM Streaming
Translation Configurations
API Reference
API Setup
Rate Limits
API List
Integrations
Voice Automation Integration with Third-Party Applications
Amazon Connect
Voice Automation - Integration with Amazon Connect
Amazon Connect Integration with Kore using Amazon External Voice Connector (Voice Automation)
Genesys
Genesys Voice Bot
Genesys + Kore Voice Automation - Manual Installation Guide
Voice Automation With Genesys Using SIP Invite and AgentAssist Integration
ID R&D
ID R&D Integration With Kore
Nice CX
Voice Automation NiceCX (CX One) - SIP Integration
Talkdesk
Talkdesk Voice Automation
Zoom Contact Center (ZCC)
Kore Voice Automation (IVA) Integration with Zoom Contact Center (CC)
Audit Report
AGENTS
Agent Console
Introduction
Conversation Tray
Incoming Interactions
Interacting with Customers
Additional Tools
My Dashboard
SUPERVISORS
SmartAssist Metrics
Dashboard
Automation
Queues and Agents
Interactions
Wallboards
Monitor Queues, Agents, Interactions, and Service Levels
Manage Layout
BUSINESS USERS
Reports
Introduction
Reports List
Home
Release Notes
Release Notes
On this Page
v3.17.1 September 15, 2025
Analytics
Obscuring Customer Information in Interactions Dashboard, Export, and Details Slider
v3.17.0 August 23, 2025
Console
Email Arrival Summarization, AI Content Disclaimer, and Fallback Message
Improved New Message Handling in Agent Console
Configuration
Automatic Away Status for Agent Inactivity
Configurable CSAT Survey Trigger for Agent-Closed Conversations
Support for Special Characters in Agent customId
Dialog Queue Feature Mapping
API
Fetch Conversation Details by Session ID
Voice Gateway
Utils
Support Call Control Parameters in Voiceutils
Call Recording
Voice Call Recordings Retention Configuration for On-Prem Customers
API
Call Control Parameters in Outbound Calling API
v3.16.1 August 11, 2025
v3.16.0 July 26, 2025
Console
Improved Channel Identification with Distinct Interaction Icons
Reply All Functionality Added to Email Channel
Configuration
Control Supervisor Join/Exit Notifications
Queue-Based Filtering for Response Templates
BotKit
BotKit Events for Key Contact Center Actions
Analytics
Supervisor Disposition Editing via Dashboard – Interaction Tab
Voice Gateway
Utils
Support for ‘ReferredBy’ in VoiceUtils and AgentUtils
TTS & ASR
Deprecation of ‘PlayHT’ TTS from Voice Gateway Configuration
Integration
Voice Automation and Agent AI Integration with Genesys Cloud CX via SIP Invite
v3.15.1 July 12, 2025
User Management
Refined Queue Visibility Permissions
Voice Gateway
Support for Additional ElevenLabs Voices
v3.15.0 June 30, 2025
Agent Console
HTML Tag Handling in SmartAssist Chat and Transcripts
Play Incoming Alerts Through Speaker
User Diagnostics: Connectivity and Server Reachability Testing
Fixed Issues With External Agent Consult Call Handling
Migration
Agent Configuration Selection During SmartAssist Upgrade
Voice Gateway
Video Call Support with Voice Gateway
v3.14.1 June 14, 2025
Configuration
Disabling Contact Center Permissions
Flows
Conditional Triggering of ‘Gather’ Verb in Automation Node
Voice Gateway
SIP Trunk
Wildcard Pattern Matching for DID Assignment
v3.14.0 May 31, 2025
Agent Console
Manual PII Redaction
Disable ‘Assign’ Button for Supervisors During Call Connection Stage
Configuration
SmartAssist Instance Export Feature
Flows
Agent Transfer Node: Restriction on Prompting Tasks and Dialog Configuration
Analytics
Display Industry Standard MOS and Jitter Values in Diagnostics Page
Default FLAC Format for Downloaded Call Recordings Across All OS Platforms
Voice Gateway
Channels
Repeat User Identification for Voice Channel
Call Control Parameters
Support for ‘Speed’ Parameter in Elevenlabs TTS
Text to Speech (TTS)
Added New Deepgram TTS Voices
v3.13.1 May 17, 2025
v3.13.0 May 03, 2025
Agent Console
Voice Issue Reporting Enhancement
Improved Global Dialing Using Outbound Dialer
Configuration
Bulk Export for Standard Responses
Email CSAT Configuration
Introduction of Exit Events and Automatic Dialog Task Execution on End-of-Conversation Trigger
Analytics
Interactions Page: Call Status Update for AMD Detected Calls
Monitor: Queue Filters and Agent Name Display
Reports: Support for Multiple Schedule-and-Frequency Combinations
API
Call Details API Enhancement: Automation Bot ID Tracking
Updated API Endpoint Naming for Export/Import
Voice Gateway
SIP Trunk
SIP Header Format Preservation in Voice Automation Transfers
Text to Speech (TTS)
Support for Emma Voice in IVR Channel
LLM Streaming Support for Additional TTS Providers
Phone Numbers
Auto-Deletion of Inactive Twilio Phone Numbers
v3.12.1 April 19, 2025
Configuration
Agent Notification on Customer or Network Disconnection
Voice Gateway
Accurate Caller Number in SIP Headers
v3.12.0 April 05, 2025
Agent Console
Agent Console Search Functionality
Disposition Alerts for Supervisor Attention
Independent Widget Loading
Call History for Inbound and Outbound Calls
Configuration
Total Digital Conversation Limit
AgentUtils: Transcript and Voice Call Recording Controls for Agent Desktop
Analytics
Enhanced Translation Capabilities in the Dashboard and Monitor Tabs
Skill Metrics Daily Report
Enhanced Sorting for Queues, Agents, and Interactions
Voice Gateway
New Call Control Parameters to Support Deepgram
Updated TTS Selection for OpenAI TTS
Configurable Answering Machine Detection (AMD) for Inbound Calls
Expanded Amazon Polly Voice Selection in TTS Dropdown
v3.11.1 March 15, 2025
Configuration
Voice Chat Functionality Using Script
v3.11.0 March 04, 2025
Queue Visibility
Queue Visibility Permissions Enforced for System and Custom Roles
Configuration
Enable/Disable Conversations to Wait Till Queue Timeout
Analytics
Queue-Specific Wallboards Introduced
Interaction Details by Segment Report
“Today” Added to Service Level Time-Period Filter
Voice Gateway (v0.9.3-8)
Voicemail Notification & Recording and Call Metadata Using the ‘Utility’ Function
Voicemail Recording API
Simplified Parameter Updates for ASR/TTS Configuration
Improved Audio Handling During Hold State
Answering Machine Detection (AMD) for Inbound Calls
Recording Control for Outbound Calls
Display ‘Call Control’ Options During the Dialing Stage
Audit Log for SIP Trunk Configuration Changes
v3.10.0 February 12, 2025
Agent Console
Improved SSO Logout Process
Agent AI Localization
Supervisor Console
Monitor and Intervene in Bot-led Interaction
Quick Agent Information Pop-up on Monitor Tab
Configuration
Conversation Translation for Post-Call Summaries
Support for Queue Name in agentUtils.setQueue
API
Fetch Real-Time Agent Status Distribution
Fetch Agent ID Using Custom ID (Extension Number)
Analytics
Interaction Details Enhancement
Kore Voice Gateway (v0.9.8-1)
Audit Log for ‘SIP Trunk Configuration’ Changes and Proper Failure Reasons
Mask PII Data in Debug Logs
v3.9.1 January 25, 2025
Kore Voice Gateway (v0.9.3-rc4)
Deepgram TTS Support
v3.9.0 January 05, 2025
Agent Console
Enhanced Contact Recognition for Better Customer Service
Supervisor Console
Improved Supervisor Monitoring with Callback and Voicemail Filters
Configuration
Configurable Repeat Notification Alerts for Improved Response Time
Analytics
External Transfer Status Tracking
Updated Queue Load Calculation for Blended Conversations
API
Call Termination Tracking Added to Call Details API (v2)
Kore Voice Gateway (v0.9.3-rc4)
Fetch Again Option for Failed Recordings
Enhanced SIP Transfer Options
Microsoft Teams Integration for Inbound and Outbound Calls
v3.8.1 December 19, 2024
v3.8.0 December 11, 2024
Agent Console
Keypad for IVR Navigation During Conference Calls
Depleting Timer Post Caller Disconnection
Enhanced Call Connection
Analytics
Enhanced Call Recording Download
Improved Monitoring of Listen and Whisper Functionality
Enhanced Diagnostics for Voice Interactions
Call Recording Status Messaging Enhancements
Copy All Identifiers
Agent Activity Summary Report CSV Format: Added Count for Each Status
Agent Chat Metrics Report Merged with Agent Metrics Daily Report
Conversation Lifecycle Tracking
Configuration
Configuring Bot Delay – Transfer to External Agent
New Permission Added for Voice Gateway Settings
Kore Voice Gateway (v0.9.3-rc4)
Wait Time for IP Whitelisting While Configuring SIP Transfer
Session and Node Level Call Control Parameters
SIP REFER Handling and Transcript Enhancements
Mean Opinion Score (MOS) Display in Call Controls
v3.7.1 November 18, 2024
Configuration
Maximum Queue Wait Time
Revised Email Blacklist to Email Blocklist
v3.7.0 November 03, 2024
Agent Console
Preserve Agent’s Last Status
Support for German
Connection Status Alerts
Real-Time Disposition Update
Improved Visibility of Auto-Accepted Conversations
Analytics
Queue Tracking Improvement
Revised Average Speed to Answer Calculation
API
Agent AI Raw Data API for SmartAssist
v3.6.1 October 21, 2024
Agent Console
SIP Registration Status Added to Agent Diagnostics
Kore Voice Gateway
Automatic IP Address Resolution for Fully Qualified Domain Names (FQDNs)
Improved Welcome Event Handling
No Support for Nuance ASR and TTS
Analytics
Interactions Dashboard
Advanced Search on Interactions Tab
v3.6.0 September 28, 2024
Agent Console
Warm Transfer and Blind Transfer Supported for Outbound Calls
Enhanced Live Interaction Pane
Notification for Completed Agent Forms
Enhanced Conversation Transcript Export with Embedded Media
Introducing Dark Mode
Multilingual Conversation Summarization
Kore Voice Gateway
Primary and Fallback ASR & TTS Configurations for Contact Center AI
Kore Voice Automation IVA Integration with Zoom – SmartAssist
Analytics
Interactions Dashboard
Display Active Callback Requests on the Interactions Tab
Queues and Agents Dashboard
Enhancements to Listen and Whisper Features
Addition of SmartAssist Status and Status Detail to Interactions Dashboard, Reports, and API
v3.5.1 September 14, 2024
Agent Console
Call Forwarding Source Selection
v3.5.0 September 01, 2024
Agent Console
Outbound Calling – Revised Dialpad Behavior
Enhanced Supervisor Capabilities: Listen and Whisper for Voice Calls
Configuration
New Permission for Sentiment Visibility Control
Email Address Blacklisting
Enhanced Conferencing Functionality
Custom Email Domain Configuration
Analytics
“Yesterday” Filter Added to Reports
“Week to Date” and “Month to Date” Filters Added to Reports
Improved Analytics for Joining Agents
Public API
Enhanced Conversation Transfer Functionality
v3.4.1 Aug 11, 2024
v3.4.0 Jul 27, 2024
Agent Console
Improved Arrival Summary Placement
Configuration
Load-Balanced Agent Routing
Phone Number Label Display Enhancement
SmartAssist Voice Gateway
ID R&D integration with Kore Voice Gateway
Analytics
Add Alternate Text for Bot Messages Written Using JavaScript
Interactions Dashboard
Improved Search Functionality with Filter Integration
v3.3.1 Jul 13, 2024
Agent Console
Enhanced Outbound Calling
Administration
Two-Factor Authentication (2FA) Support
v3.3.0 June 29, 2024
Agent Console
Enhanced Outbound Dialer
Improved Conversation Handling With an Explicit Reject Button
Configuration
Phone Number Labels for Outbound Dialer
PII Redaction: Consistency Between Instance and Automation Bots
Analytics and Reporting
Queue Metrics Interval Report
Secure Form View Extended to 30 Days
Auto Refresh of Monitor Tab Filters
SmartAssist Voice Gateway
Changes to Bot Delay Handling
API
Conversation History API
Task Name (tN) Field Added in the Response for Automation Bots
v3.2.1 June 15, 2024
Configuration
Revised Routing Logic When No Agents Available
New Permission Added for Realtime SearchAssist Integration
Voice Gateway
Support for Additional Azure Voices
AmiVoice Integration with Kore Voice Gateway
v3.2.0 June 01, 2024
Agent Console
HTML Elements Supported on the Agent Compose Bar
Improved Sorting and Enhanced Auto Accept
Voice Gateway
User Diagnostics
Set Voice Chat on SmartAssist Voice Gateway (SAVG) Account
Handling ASR Fallback Using Call Control Parameters
Configuration
Experience Flows Table: Enhanced Visibility for Channels and Flow Types
Analytics
Bulk Download of ASR Transcripts
Display Agent and Disposition Notes in Search Results on the Interactions Tab
v3.1.1 May 11, 2024
Voice Gateway
Play HT Streaming Support
API
Delete Call Recording API
v3.1.0 April 27, 2024
Agent Console
Outbound Emails
Configuration
System Busy and System Away Status Enabled by Default
Enable/Disable Resolution Disposition Sets
Analytics and Reporting
Selected Hours Report
API
Agent Status Details API (v2) Update
v3.0.1 April 13, 2024
v3.0.0 March 30, 2024
Configuration
Enhanced Conversational Status Control Messages
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