OVERVIEW
Virtual Assistants
Kore.ai Platform
Key Concepts
Natural Language Processing (NLP)
Accessing Platform
VIRTUAL ASSISTANTS
Virtual Assistant Builder
Virtual Assistant Types
Getting Started
Create a Simple Bot
SKILLS
Storyboard
Dialog Tasks
Introduction
Dialog Builder (New)
Dialog Builder (Legacy)
User Intent Node
Dialog Node
Entity Node
Supported Entity Types
Composite Entities
Supported Colors
Supported Company Names
Form Node
Logic Node
Message Nodes
Confirmation Nodes
Bot Action Node
Service Node
Custom Authentication
2-way SSL for Service nodes
Script Node
Agent Transfer Node
WebHook Node
Grouping Nodes
Connections & Transitions
Manage Dialogs
User Prompts
Knowledge Graph
Terminology
Building
Generation
Importing and Exporting
Analysis
Knowledge Extraction
Train
Build
Alert Tasks
Introduction
Ignore Words and Field Memory
How to Schedule a Smart Alert
Small Talk
Digital Views
Introduction
How to Configure Digital Views
Digital Forms
Overview
How to Configure Digital Forms
NATURAL LANGUAGE
Overview
Machine Learning
Introduction
Model Validation
Fundamental Meaning
Introduction
NLP Guidelines
Knowledge Graph
Traits
Introduction
How to Use Traits
Ranking and Resolver
Advanced NLP Configurations
INTELLIGENCE
Overview
Context Management
Overview
Session and Context Variables
Context Object
How to Manage Context Switching
Manage Interruptions
Dialog Management
Sub Intents & Follow-up Intents
Amend Entity
Multi-Intent Detection
Sentiment Management
Tone Analysis
Sentiment Management
Event Based Bot Actions
Default Conversations
Default Standard Responses
TEST & DEBUG
Talk to Bot
Utterance Testing
Batch Testing
Record Conversations
Conversation Testing
CHANNELS
PUBLISH
ANALYZE
Overview
Dashboard
Custom Dashboard
Overview
How to Create Custom Dashboard
Conversation Flows
NLP Metrics
ADVANCED TOPICS
Universal Bots
Overview
Defining
Creating
Training
Customizing
Enabling Languages
Store
Smart Bots
Defining
koreUtil Libraries
SETTINGS
Authorization
Language Management
PII Settings
Variables
Functions
IVR Integration
General Settings
Management
Import & Export
Delete
Bot Versioning
Collaborative Development
Plan Management
API GUIDE
API Overview
API List
API Collection
SDKs
SDK Overview
SDK Security
SDK App Registration
Web SDK Tutorial
Message Formatting and Templates
Mobile SDK Push Notification
Widget SDK Tutorial
Widget SDK – Message Formatting and Templates
Web Socket Connect & RTM
Using the BotKit SDK
Installing
Configuring
Events
Functions
BotKit SDK Tutorial – Agent Transfer
BotKit SDK Tutorial – Flight Search Sample Bot
Using an External NLP Engine
ADMINISTRATION
HOW TOs
Create a Simple Bot
Create a Banking Bot
Transfer Funds Task
Update Balance Task
Context Switching
Using Traits
Schedule a Smart Alert
Configure UI Forms
Add Form Data into Data Tables
Configuring Digital Views
Add Data to Data Tables
Update Data in Data Tables
Custom Dashboard
Custom Tags to filter Bot Metrics
Patterns for Intents & Entities
Build Knowledge Graph
Global Variables
Content Variables
Using Bot Functions
Configure Agent Transfer
RELEASE NOTES

RCS Business Messaging

RCS Business Messaging is the evolution of mobile messaging, increasing and improving the ways in which people and businesses communicate. It provides brands with the opportunity to increase their engagement with customers by making use of business messaging using chatbots and artificial intelligence (AI).

Google RBM allows companies to send visually rich messages that encourage customers to interact.

Below are the steps involved in setting up the channel on Kore.ai and launching the agent on RBM:

(This channel support was introduced in ver7.1 of the platform)

  1. Request access to enable Google RBM as channel.
  2. Publish the bot for the business to initiate the testing process.
  3. Launch the agent when the bot agent testing is completed.
  4. Initiate conversations with end-users when the agent is launched.

Request Access

Step 1: Requesting access to enable Google RCS Business messaging as a channel

  1. From the Bot Builder platform, open the Bot that you want to enable Google RCS Business Messaging
  2. Navigate to Channels and locate the RCS Business Messaging from the Channel Listing.
  3. Click on the RCB icon to open the RCB Channel Configuration page.
  4. Select the Configurations tab.
  5. See Request Access to Yes
  6. Click Save button.
  7. You will receive an email from Kore.ai support team for details required to create a Bot Agent on Google RCS Business Messaging.
  8. Fill the form and send it back to the id provided therein.

Publish Bot

Step 2: Create an App and Publish the bot for the business to initiate the testing process

A Bot Agent (on Google RCS) will be created by the Kore.ai support team based on inputs received from you. You will be notified of its creation.

Follow the below steps to Publish the Bot:

  1. Create App, Enable Event and Publish the Bot – This is required for the platform to receive a notification when a new user opts into talking to the bot via Google RCS.
    1. Create an App on Kore.ai Bot Builder platform from API Extensions > API Scopes and enable the following scope: “RCS Message Events”.
    2. From Natural Language > Default Conversation > Event Handlers, configure the following events:
      • RCS Opt-In: action to be taken once the user Opts-in for the RCS Messaging,
      • RCS Opt-Out: action to be taken when the user Opts-out of the RCS Messaging
    3. Publish the channel.
  2. Trigger opt-in and/or broadcast requests:
    1. Trigger opt-in: Every time a new user opts in to use Google RCS, platform needs to be informed about this new user. To inform the platform, call the msgevents API with the below details:
      Method: POST
      Request Headers: auth : <JWT>
      Request Payload:
      {
      "event" : "opt-in",
      "eventDetails":{
      "users" : ["<Mobile number with country code>"] // Ex: +919030132231
      }
      }
    2. Broadcast Request: To send alert or broadcast messages for an already opted-in user, you can call the msgevents API with the below details:
      Method: POST
      Request Headers: auth : <JWT>
      Request Payload:
      {
      "event" : "broadcast",
      "eventDetails":{
      "identity" : ["<Mobile number with country code>"] // Ex: +919030132231
      "message": {
      "contentMessage": {
      "text": ""
      }
      }
      }
      }
  3. Test Access: From the Channels -> RCS Messaging page, on the Configurations tab, you will be able to see:
    • WebHook URL: set to the URL captured in the request form in Step 1
    • Opt-in URL: configured to send the opt-in messages to the platform.
  4. Publishing the channel will allow test numbers to talk to the bot. The channel still needs to be launched for access by users as elaborated in the next section.
  5. The RCS Business Messaging OptOut event will be invoked when the user sends the message as configured in the RCS Opt-Out event. The platform will notify the business that the user has Opted out of receiving messages through the webhook URL (The URL is captured in Step 1). Any request to send messages to the users that have opted-out will be rejected. After having opted out, if the user continues conversing with the bot agent (without explicitly opting in again) standard message will be triggered. The message can be managed from the Events section in the bot builder.

Events

The webhook URL provided by you at Step 1 will receive the following events so that the business can take appropriate action:

  • When user opts out of receiving notifications:
    {"event":"USER_OPTED_OUT",
    "userIdentity":"<Mobile number with country code>"}
  • When a device that does not support RCS (OR) the bot agent is not launched receives an opt-in or broadcast request:
    {"event":"RCS_NOT_SUPPORTED_IN_TARGET_DEVICE",
    "userIdentity":"<Mobile number with country code>",
    "message":"This operation is blocked because the RBM agent has not launched and the recipient has not been invited and accepted the invitation to become a tester."
    }
  • When user sends a message to the bot agent after opting out to receive messages:
    {"event":"OPTED_OUT_USER_ATTEMPTS_TO_MESSAGE",
    "userIdentity":"<Mobile number with country code>"}
  • When business tries to broadcast message to the user who opted out to receive messages:
    {"event":"BROADCAST_ATTEMPT_TO_OPTED_OUT_USER",
    "userIdentity":"<Mobile number with country code>"}

Notes:

  • Publishing the channel will allow test numbers to talk to the bot. The channel still needs to be launched for access by users.
  • The RCS Business Messaging OptOut event will be invoked when the user sends the message “OPT-OUT” to the bot agent (see below for details).
  • The platform will notify the business that the user has Opted out of receiving messages through the webhook URL. The URL is captured in Step 1.
  • Any request to send messages to the users that have opted-out will be rejected.
  • After having opted out, if the user continues conversing with the bot agent (without explicitly opting in again) standard message will be triggered. The message can be managed from the Events section in the bot builder.

Launching the Bot Agent

Step 3: Launching the Bot Agent

After having verified your bot agent, you can launch for end users by following the steps below:

  1. On the Bots Builder, from the Channels open the RCS Business Messaging page.
  2. Navigate to Configurations tab
  3. Set Launch Bot agent to Yes
  4. Click  Save button.
  5. Kore.ai support team will contact you with a questionnaire which will be submitted to Google RCS Business Messaging team for approval on your behalf.
  6. A consent email will be sent to the brand employee (as mentioned by you in the request form filled in step 1) by Kore.ai Support and the response will be forwarded to the Google RCS team.
  7. Once Google RCS Business Messaging team reviews the Bot Agent and approves, you will receive a confirmation email from Kore.ai support team.
  8. Your Bot users can now start using the RCS Messaging by opting for the same.