Channels

Channels

Deploy virtual assistants across voice and digital channels.

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Overview

AI for Service supports deployment across multiple channels:

• Voice — Phone, IVR, voice bots
• Digital — Web chat, mobile apps
• Messaging — WhatsApp, SMS, Facebook Messenger
• Social — Twitter, Instagram

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Voice Channels

Phone Integration

Connect to telephony systems:

Integration	Features
Twilio	Inbound/outbound, IVR, recording
Genesys	Enterprise telephony, routing
Amazon Connect	Cloud contact center
Avaya	Enterprise PBX integration

IVR Configuration

IVR Menu:
  greeting: "Welcome to Acme Support."
  options:
    - dtmf: 1
      action: route_to_queue
      queue: sales
    - dtmf: 2
      action: route_to_queue
      queue: support
    - dtmf: 0
      action: route_to_queue
      queue: operator
  speech_enabled: true
  timeout: 5 seconds
  retry_message: "I didn't catch that. Please try again."

Voice Bot Features

Feature	Description
Speech-to-text	Transcribe caller speech
Text-to-speech	Generate natural responses
DTMF	Touch-tone input handling
Barge-in	Allow interruptions
Call recording	Record for QA and compliance
Voicemail	Handle voicemail detection

Voice Configuration

Voice Settings:
  stt_provider: google
  tts_provider: amazon_polly
  voice: Joanna
  language: en-US
  speech_timeout: 3s
  barge_in: true
  background_audio: hold_music.mp3
  transfer:
    method: sip
    failover: voicemail

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Web Chat

Widget Configuration

Embed chat on your website:

<script>
  window.KoreChat = {
    botId: "your-bot-id",
    apiKey: "your-api-key",
    theme: {
      primaryColor: "#0066cc",
      headerText: "Support Chat",
      position: "bottom-right"
    }
  };
</script>
<script src="https://sdk.kore.ai/chat-widget.js"></script>

Widget Customization

Setting	Options
Position	Bottom-right, bottom-left, custom
Colors	Primary, secondary, background
Logo	Custom header logo
Welcome	Initial message, quick replies
Behavior	Auto-open, minimize on close

Proactive Engagement

Trigger chat based on user behavior:

Proactive Rules:
  - name: "Cart abandonment"
    trigger:
      page: /checkout
      idle_time: 60s
    message: "Need help completing your order?"

  - name: "Pricing page"
    trigger:
      page: /pricing
      scroll_depth: 50%
    message: "Have questions about our plans?"

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Messaging Channels

WhatsApp

Connect via WhatsApp Business API:

1. Set up WhatsApp Business account
2. Get API credentials from Meta
3. Configure in AI for Service:
   • Phone number
   • API credentials
   • Webhook URL
4. Submit for verification

Features:

Feature	Support
Text messages	Yes
Images/documents	Yes
Quick replies	Yes
List messages	Yes
Location sharing	Yes
Templates	Yes (pre-approved)

SMS

Configure SMS channel:

SMS Channel:
  provider: twilio
  phone_number: "[phone]"
  capabilities:
    - inbound
    - outbound
  opt_out:
    keywords: ["STOP", "UNSUBSCRIBE"]
    confirmation: "You've been unsubscribed."
  character_limit: 160
  split_long_messages: true

Facebook Messenger

Connect to Facebook:

1. Create Facebook App
2. Set up Messenger webhook
3. Configure in AI for Service
4. Complete Facebook review

Features:

Feature	Support
Text	Yes
Cards	Yes
Buttons	Yes
Quick replies	Yes
Persistent menu	Yes
Handover protocol	Yes

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Social Channels

Twitter

Configure Twitter integration:

Twitter:
  type: direct_message
  handle: "@YourSupport"
  features:
    - dm_conversations
    - mention_monitoring
  auto_response:
    mentions: "Thanks for reaching out! Please DM us for support."

Instagram

Connect Instagram Direct:

• Business account required
• Messages via Instagram DM
• Rich media support
• Quick replies

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Mobile SDKs

iOS SDK

import KoreSDK

let config = KoreConfig(
    botId: "your-bot-id",
    apiKey: "your-api-key"
)

let chat = KoreChat(config: config)
chat.present(from: self)

Android SDK

val config = KoreConfig.Builder()
    .botId("your-bot-id")
    .apiKey("your-api-key")
    .build()

val chat = KoreChat(config)
chat.start(this)

SDK Features

Feature	iOS	Android
Text chat	Yes	Yes
Rich cards	Yes	Yes
Push notifications	Yes	Yes
Custom themes	Yes	Yes
Offline mode	Yes	Yes
File attachments	Yes	Yes

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Channel-Specific Content

Adaptive Responses

Customize responses by channel:

Response: Order Confirmation
Channels:
  web:
    type: card
    title: "Order Confirmed"
    image: order-confirmed.png
    buttons:
      - "Track Order"
      - "View Details"

  sms:
    type: text
    content: "Order confirmed! Track at: {{tracking_url}}"

  voice:
    type: speech
    content: "Your order has been confirmed. Your confirmation number is {{order_id}}."

Channel Capabilities

Feature	Web	Voice	WhatsApp	SMS
Rich cards	Yes	No	Limited	No
Images	Yes	No	Yes	MMS
Buttons	Yes	DTMF	Yes	No
Forms	Yes	No	No	No
File upload	Yes	No	Yes	No

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Multi-Channel Management

Unified Inbox

Manage all channels from one interface:

• View conversations from all channels
• Consistent context across channels
• Channel-appropriate responses
• Unified reporting

Channel Handoff

Enable users to switch channels:

Handoff: Phone to Chat
Trigger: user_request OR long_wait
Message: "Would you like to continue this conversation via chat?"
Context transfer:
  - conversation_history
  - customer_info
  - case_details

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Related

• Automation AI
• Flows & Dialogs
• Contact Center AI