Kore.ai provides integration for a built-in Groove Bot that you can use to display message notifications and execute tasks directly from Kore.ai Messenger or other supported channel. To use the Groove Bot, you just need to add the Bot to your channel, and then configure the settings for the Bot, such as authentication to access Groove, and the notification messages that you want. For more information about other Kore.ai Bots, see  Adding Bots.

About the Kore.ai Bot for Groove

DIYGrooveLogoGroove is a simple customer service ticketing and knowledge base Software for SaaS and eCommerce Businesses. You can use this Bot to get alert messages for new and changed tickets and customers, as well as for action tasks such as creating or updating tickets.

Integration Type Webhook – Connect to this Bot using a webhook integration where the web application pushes message notifications in near real time.
Category Customer Support – This Bot is available in the Kore.ai application in the Customer Support category.
Channels Kore.ai – This Bot is available in the Kore.ai Messenger application.
Spark – This Bot is available in the Cisco Spark application.

Configuring Groove 

To configure a Groove webhook for Kore.ai, you must have a Groove account with administrator access as well as API access to configure a webhook. If you don’t, you’ll need to contact theGroove system administrator for your company. For more information, see the Customer Support Center in the Groove documentation.
To get started configuring the webhook in Groove, you’ll need two things:

  1. The Kore.ai webhook URL provided when you set up an alert in the channel of your choice for each alert that you want to enable in Groove.
  2. A valid Username and Password for an account with Groove API access.

The webhook URL is account-specific and cannot be transferred to any other account. This means that if you configure a Groove webhook using a test account, you will have to recreate the alert and get a new webhook URL to configure in Groove. The following URL is an example webhook URL.
https://company.kore.com/hooks/c6089802f36250c179dcb1aa29afd24c

Configuring Webhook

This procedure describes the steps in Groove to configure a webhook using a Kore.ai webhook URL endpoint.

  1. Log on to Groove and then on the top menu bar, click Settings.
  2. In the COMPANY section, click API. The API Settings page is displayed.
  3. In the Webhooks section, in the first field, select the notification type for the Kore.ai alert, for example, ticket_started.
  4. In the second field, enter the Kore.ai webhook URL for the alert.
  5. Click ADD WEBHOOK.
  6. Repeat steps 3 – 5 for each notification type.

Groove Notification Types

The following list shows the types of Groove notifications you can choose to create a Kore.ai alert.
ticket_started, ticket_opened, ticket_closed, ticket_assigned, ticket_priority_changed, ticket_deleted, ticket_tagged, ticket_moved, customer_replied, customer_added, agent_invited, agent_archived, note_added, agent_replied
For more information, see Webhooks in the Groove documentation.
After you are connected, you can perform tasks for Groove directly from your channel and setup message notifications to get notified when an event occurs in Groove.
The following table describes Groove tasks that you can integrate into your channel.

TASK TO CONFIGURE THIS TASK…
Create Message In the Perform Task dialog,

  • select a Ticket
  • enter a Message
  • optionally select Is this message a private note?
  • and then click Submit.

In a team room, you can enter the @groove newmsg Bot command to invoke and configure this task.
Create Ticket In the Perform Task dialog,

  • optionally enter a Subject
  • enter the content for the Body
  • enter the sender in the From field
  • enter the recipient in the To field
  • and then click Submit.

In a team room, you can enter the @groove createtkt Bot command to invoke and configure this task.
Update Assignee In the Perform Task dialog,

  • select a Ticket to update
  • select an Agent to update
  • and then click Submit.

In a team room, you can enter the @groove updateassgn Bot command to invoke and configure this task.
Update Priority In the Perform Task dialog,

  • select a Ticket
  • select a Priority
  • and then click Submit.

In a team room, you can enter the @groove updatepriority Bot command to invoke and configure this task.
Update Status In the Perform Task dialog,

  • select a Ticket
  • select a State
  • and then click Submit.

In a team room, you can enter the @groove updatestate Bot command to invoke and configure this task.

You can setup message notifications in your channel using a Groove webhook. Click , click Get notified when…, click Groove Alerts, and then in the Setup Task dialog:

  • click the Activate button to generate a Webhook URL.
  • copy and save the URL, or click Email Instructions to send the URL to an email account. For more information, see Configuring Groove Webhooks.
  • optionally customize the Task Name 
  • optionally customize the Short Description
  • enable or disable Mute task notifications
  • and then click Finish.

Next Steps

After the webhook is configured in Groove, when any of the events occur in Groove, a message is displayed on the Bots page in Kore.ai Messenger or your supported channel.