The Kore.ai Virtual Assistant app in the Zoom App Marketplace allows you to integrate the Kore.ai XO Platform with Zoom Contact Center. Businesses can quickly add self-service, automation and conversational assistance for end customer. For more information on how this integration works, see the Kore.ai / Zoom Contact Center channel support article.

This article covers:

• How to access the Kore.ai Virtual Assistant connector app
  • Accessing the app from the Zoom App Marketplace
  • Accessing the app from the Manage Connectors page
• How to set up the Kore.ai Virtual Assistant connector app
• Supported data formats

Prerequisites for using the Kore.ai Virtual Assistant connector app

• Zoom Contact Center license
• Account owner or admin privileges
• Developer access to the Kore.ai XO Platform
• App created and associated in the Kore.ai XO Platform

Important: Zoom does not provide technical support for the Kore.ai XO Platform. If you need help, contact Kore.ai or your IT admin that manages the application.

How to access the Kore.ai Virtual Assistant connector app

You can access custom connector apps from two different places: the Zoom App Marketplace listing page, or the Manage Connectors page.

Accessing the app from the Zoom App Marketplace

1. Sign in to the Zoom App Marketplace using admin credentials.
2. Use the search box to find the Kore.ai Virtual Assistant app.
3. Click on the app's icon or name to access it.
4. Click Create Connector.

Accessing the app from the Manage Connectors page

1. Sign in to the Zoom App Marketplace using admin credentials.
2. In the top-right corner, click Manage.
3. In the Admin App Management section, click Manage Connectors.
4. Click Add Connector then Koreai.

How to set up the Kore.ai Virtual Assistant connector app

To set up Zoom Contact Center as a channel, the bot has to be associated with the instance of the Kore.ai Chat bot connector available in the Zoom app marketplace.

1. Follow the previous section to access the Custom Connector app.
2. Enter the following information. Both fields are required:
   • Connector Name: Provide a unique and descriptive name for your connector. This will help you identify the connector easily when managing multiple connections.
   • Zoom Products: Select Zoom Contact Center.
     Note: The Kore.ai connector is only support for Zoom Contact Center.
   • Choose Bot Type: Select Chatbot.
3. Click Next.
4. Enter the Kore.ai API authorization information:
   • Choose Region: Select the region you want the chatbot to be available from.
   • Base URL: Displays the base URL, for example: bots.kore.ai. The base URL field will show the corresponding value depending on selected region.
   • Authorization Parameters
   • Bot ID, Client ID, Client Secret: Paste these values from the Channels Configuration section of your Kore.ai XO Platform admin portal
5. Click Next.
6. Copy the Post URL and Access Token.
7. Paste these values to the relevant fields to the Kore.ai XO Platform admin portal in the Zoom Contact Center Configurations section. Copy the Webhook URL.
8. In the Kore.ai Chatbot Connect page, paste the Webhook URL you obtained from Kore.ai XO Platform admin portal.
9. In the Kore.ai XO Platform admin portal - Zoom Contact Center Configurations section, select Yes under Enable Channel. Click Save. Click Deploy Publish tab, then follow the on-screen instructions to publish the connector.
10. Click Next to authorize the Kore.ai Chatbot connector with the Kore.ai platform.

Supported data formats

The following table lists the supported data formats for the Kore.ai integration. Click the embedded links to learn more about each format.

Format	Kore.ai native SDK	Zoom Contact Center Live SDK
Plain Text	Yes	Yes
Markdown (Note: You can use markdown to describe rich text, image, list.)	Yes	Yes
FormData	Yes	No
Template - Button Template	Yes	Yes
Template - Quick Replies Template – Text	Yes	Yes
Template - Quick Replies Template – Text and Image	Yes	Yes
Template - Feedback Survey Templates - NPS	Yes	No
Template - Feedback Survey Templates - CSAT	Yes	No
Template - Feedback Survey Templates - Like/Dislike	Yes	No
Template - List Template	Yes	No
Template - Error Template	Yes	No
Template - Attachment Template - Audio Template	Yes	No
Template - Attachment Template - Image Template	Yes	No
Template - Attachment Template - Video Template	Yes	No
Template - Attachment Template - Text Template	Yes	No
Template - Carousel Template	Yes	No
Template - Piechart Template	Yes	No
Template - Line Chart Template	Yes	No
Template - Bar Chart Template	Yes	No
Template - Regular Table Template	Yes	No
Template - Mini Table Template	Yes	No
Template - Custom Templates	Yes	No