3. Click **OTHERS** > **Automation & AI**.
4. Click **Agent Assist Hub** > **Add Agent Assist App**.
5. Enter the name of the Agent Assist App in the **AGENT ASSIST APP NAME** field.
6. Select **Custom Agent Assist Endpoints**.
7. Click **Next**.
8. Add the following settings with config parameters provided by the Kore.ai representative:
1. **Agent UI Option**: Available by default
2. **App URL**: `{Agent AI URL}/integrations/nice/iframe/?params={scriptparams}`
3. **App Title**: Kore Agent AI (change as needed)
4. **Participants**: Both
5. **Audio Relay Endpoint**: `{Kore Voice Gateway(KVG)}/audiosocket/nice?sipuri=
2. **Bot ID and Account ID**: **Flows & Channels** > **Channels** > **Digital** > **Web/Mobile Client** > **JWT App Details** section of the **[Agent AI](https://agentassist.kore.ai/)** configuration portal.
3. **Token**: Create a JSON Web Token on [jwt.io](https://www.jwt.io/) with the following details.
1. Payload: `{"appId": "
2. Type "kore" in the search box and select **Kore AgentAssist Feature Configuration** from the displayed list.
3. Click **New** from the top-right corner of the page.
4. Type **Test Configuration** in the **Configuration Name** field.
5. Select **NICE inContact** in the **CTI Provider** list.
6. Select **Active**, and click **Save**.
### Set up AgentAssist Configuration
1. Click the **app launcher**.
2. Type "config" in the search box and select **Kore AgentAssist Configuration** from the displayed list.
3. Click **New** from the right-top corner of the page.
4. Enter the required details. You can fetch the **AgentAssist URL**, **Bot ID**, **Client ID**, and **Client Secret** details from the **[Agent AI](https://agentassist.kore.ai/)** configuration portal.
* Select a language in the **Language** dropdown list. The selected language corresponds to the language configured in the AI Agent.
5. Select **Active**, and click **Save**.
### Configure NICE CTI Data in Salesforce
1. Click the **app launcher** in Salesforce, and then go to **Salesforce Agent Settings**.
2. Sign in to your **NICE CX** account.
3. Ensure the **Store Salesforce Agent Script Variables** setting is enabled in the **Data Storage** section.
4. In the dropdown list, select a Salesforce object against which the Agent AI widget needs to be configured in its page layout.
### Configure Page layout to embed Kore Agent AI Widget to Salesforce object
Assuming the Account Object is mapped above, open the page layout for Account Object.
In the filter field, type "NiceCTI" and drag and drop the object onto the **Account Object** layout page.
### Configure a Visualforce Page to embed Kore Agent AI Widget (If Applicable)
#### Step-1: Create a Lightning Out App
Create a Lightning Out app, a special type of standalone Aura app:
1. Open the **Developer Console** from your **Salesforce** org.
2. Navigate to **File** > **New** > **Lightning Application**.
3. Fill in the **Name** and **Description** fields, and then click **Submit**.
4. Paste the following code into the editor, and save the **Lightning Application**:
```
Hello !
Welcome to Kore.ai Visualforce page.
Hello! Kore Aura Component
End of Aura Component
2. Create a connected Salesforce app and get the **Access Key** and **Access Token**. Follow [this guide](https://help.salesforce.com/s/articleView?id=sf.connected_app_client_credentials_setup.htm\&language=en_US\&type=5) for help.
## NICE CTI Studio Script for Salesforce for Outbound Calls
Import and configure the NICE Studio Script for Salesforce Integration for Outbound Calls.
Download Script For Voice: [xml script](https://github.com/Koredotcom/docs-v2/raw/refs/heads/main/ai-for-service/assets/nicecti-aa-sf-outbound.xml) or [json script](/ai-for-service/assets/nicecti-aa-sf-outbound.json)
Open the Studio, import the above script, and customize as per the following table definition:
| Node | Activity | Fields Updated |
| --------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Set Credentials | Update the credentials to connect to Salesforce Org.Update Kore AI Agent details.
You can use the customdata object in the script to pass information to the Kore AI Agent. During runtime, this custom data is accessible in the UserContext of the AI Agent. Refer to [Access Custom Data in Kore AI Agent](/ai-for-service/agentai/agent-experience/access-custom-data-in-agent-ai) for instructions. | Salesforce\_key (created in step ["Enabling OAuth"](#enabling-oauth))
Salesforce\_secret (created in step ["Enabling OAuth"](#enabling-oauth))
Salesforce\_username
Salesforce\_password **Note:** The password is your Salesforce password appended with your Security Token. Refer to [this guide](https://help.salesforce.com/s/articleView?id=sf.user_security_token.htm\&type=5) for help.
Kore AI Agent credentials (botid, clientid, clientsecret, baseurl, language). Include your data in the custom data object (one key-value pair per line). For example: `customdata.agentName="Agent"`, `customdata.agentID="{agentid}"` | | User Auth | Configure Salesforce org credentials and generate OAuth Token | salesforceBaseURI **Note:** You can get it by running the following curl: `curl -location -request POST 'https://login.salesforce.com/services/oauth2/token?grant_type=password&client_id=
After selecting the AgentAssist app, click the **Close** button on the bottom-right corner of the page.
**Create a Skill**
For Custom Script, select the NICE Studio Script created in the previous step.
**Create a Disposition**
## Important Notes
* If the Agent AI widget is embedded within the Salesforce popup page configured in Softphone Layout, **Agent AI Initiated Transcription** must be disabled for transcription to work correctly. This is because the widget loads before the customer accepts the call, and the audio stream is sent to Kore only after the call is accepted.
However, if the Agent AI widget is embedded in a separate page that opens after the customer accepts the call, transcription will work even if **Agent AI Initiated Transcription** is disabled as the widget is being rendered after the customer accepts the call.
* Custom Data configured in the NICE Studio Script will be passed to the Agent AI widget only if the widget is embedded in a separate page that opens after the customer accepts the call. This is because the NICE Studio Script is triggered only once the call is accepted. Therefore, Custom Data will not work if the Agent AI widget is embedded within the Salesforce popup page configured in the Softphone layout.
## Test an Outbound Call
1. Sign in to the **Kore Agent AI** account and prepare an AI Agent to handle agents' queries.
2. Validate the AI Agent credentials are correctly mapped in the above settings.
3. Validate the AgentAssist URL is correctly mapped in the above settings.
4. Sign in to the **NICE-Incontact** account, and check if the outbound skill is created properly.
5. Sign in to your **Salesforce** org.
6. From the **app launcher**, select **Service Console**.
7. Sign in with **NICE CX** credentials for the agent.
8. Install the softphone: [https://help.nice-incontact.com/content/agent/cxoneagent/addcxawebrtcext.htm](https://help.nice-incontact.com/content/agent/cxoneagent/addcxawebrtcext.htm)
9. Refresh the screen, and click the **phone** icon on the status bar.
10. Select **Integrated Softphone**, and click **Connect**.
11. Change the status to **Available**.
12. Click **New**, and select **Call**.
13. The NICE Studio Script configured for outbound calls will be selected by default. If needed, you can manually select a different script from the dropdown menu.
14. Enter the phone number you wish to call, then click the **Call** button to initiate the call.
15. The Salesforce popup page configured in the Softphone layout will open automatically—for example, a Contact page.
16. Once the customer accepts the call, transcription will begin automatically and will be displayed under the **Transcripts** tab in the Agent AI widget.
17. When the **End** button is clicked, **Summary** is generated and displayed on the Agent AI widget.
18. Upon clicking the **Submit** button on the Agent AI widget, Summary is stored in the Kore Agent AI Conversation Summaries.
## FAQ
**Q: Why are the transcripts not working in Agent AI widget?**
**A**: If the Agent AI widget is embedded within the Salesforce popup page configured in Softphone Layout, **Agent AI Initiated Transcription** must be disabled for transcription to work correctly.
**Q: Why is the custom data passing not working?**
**A**: Custom Data configured in the NICE Studio Script will be passed to the Agent AI widget only if the widget is embedded in a separate page that opens after the customer accepts the call. Custom Data will not work if the Agent AI widget is embedded within the Salesforce popup page configured in the Softphone layout.
***