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copyright: |
  © 2026 Kore.ai, Inc. – All trademarks are the property of their respective owner(s).
nav:
  - Home: home.md
  - Platform:
    - About AI for Service: getting-started/about-xo-platform.md    
    - Getting Started:
      - Accessing the Platform: getting-started/accessing-the-platform.md
      - Outbound IP Addresses: getting-started/outbound-ip-address.md 
      - Trial Overview: manage-assistant/plan-and-usage/trial-overview.md
      - Onboarding:
        - Navigating the Platform: getting-started/navigating-the-platform.md  
        - Guided Onboarding: getting-started/guided-onboarding.md     
      - Flows and Channels:
        - Flows: 
          - About Flows: flows/introduction-to-flows.md
          - Create Flows: flows/create-flows.md
          - Navigate the Flow Designer: flows/navigate-the-flow-designer.md
          - Node Types:
            - Introduction to Flow Nodes: flows/node-types/introduction-to-flow-nodes.md
            - Agent Transfer: flows/node-types/agent-transfer.md
            - Automation: flows/node-types/automation.md
            - Check Agent Availability: flows/node-types/check-agent-availability.md
            - Check Business Hours: flows/node-types/check-business-hours.md
            - Connect to API: flows/node-types/connect-to-api.md
            - Deflection Flow: flows/node-types/deflection-flow.md
            - End Flow: flows/node-types/end-flow.md
            - Go to Flow: flows/node-types/go-to-flow.md
            - IVR Digit Input: flows/node-types/ivr-digit-input.md
            - IVR Menu: flows/node-types/ivr-menu.md
            - Message Prompt: flows/node-types/message-prompt.md
            - Script Task: flows/node-types/script-task.md
            - Set Queue: flows/node-types/set-queue.md
            - Split: flows/node-types/split.md
            - Script Nodes, Call Flows, Agent Utils, and userSessionUtils: flows/node-types/utils.md
        - Automation Routing: flows/automation-routing.md
        - Channels:
          - Digital: channels/adding-channels-to-your-bot.md
          - Voice:
            - Voice Gateway: 
              - Configure Voice Gateway: channels/voice-gateway/configure-voice-gateway.md
              - Advanced Configuration and Customization:
                - Utility Functions in Voice Gateway: channels/voice-gateway/utility-functions-in-voice-gateway.md
                - Speech Customization (Call Control Parameters): channels/voice-gateway/speech-customization.md
              - Features and Capabilities: channels/voice-gateway/features-and-capabilities.md
              - SIP Trunk: channels/voice-gateway/sip-trunk.md
              - Deployment and Operations: channels/voice-gateway/deployment-and-operations.md
              - Troubleshooting: channels/voice-gateway/troubleshooting.md
            - Third-Party Voice:
              - Amazon Alexa: channels/amazon-alexa.md
              - Twilio Voice: channels/add-twilio-voice-channel.md
              - AudioCodes: channels/ivr-audio-codes.md
              - IVR: channels/IVR-integration.md
      - Glossary: getting-started/glossary/concepts-and-terminology.md      
    - Release Updates:
      - Release Communication: release-notes/release-communications.md
      - What's New in AI for Service: getting-started/whats-new-in-xo-platform.md        
      - Release Notes:
        - Automation AI: release-notes/11.x/automation-ai.md
        - Search AI: release-notes/11.x/search-ai.md
        - Contact Center AI: release-notes/11.x/contact-center-ai.md
        - Agent AI: release-notes/11.x/agent-ai.md
        - Quality AI: release-notes/11.x/quality-ai.md 
        - Voice Gateway: release-notes/11.x/voice-gateway.md
        - Platform Services: release-notes/11.x/platform-services.md         
      - Upgrade Guides:
        - Benefits of XO v11: getting-started/benefits-xo11.md
        - Automation AI: getting-started/migration-path-xo10-to-xo11.md
        - Contact Center AI: getting-started/ccai-migration-from-xo10-to-xo11.md
        - Agent AI: getting-started/agent-ai-migration-from-xo10-to-xo11.md    
        - Search AI: searchai/migration.md
      - Deprecations: release-notes/11.x/deprecations.md 
  - Automation AI: 
    - About Automation AI: automation/about-automation-ai.md
    - Getting Started:
        - AI Agent Setup Guide: getting-started/dialoggpt-app-setup-guide.md   
        - LLM and Generative AI: automation/natural-language/llm-and-generative-ai.md
    - DialogGPT:
      - About DialogGPT: automation/dialog-gpt-based-orchestration.md
      - Conversation Orchestration: generative-ai-tools/dgpt-conversation-orchestration.md
      - DialogGPT FAQs: generative-ai-tools/dgpt-faq.md
    - Agent Flows:
      - About Agent Flows: automation/agent-flows.md
      - Flows Management:
        - Dialog:
          - About Dialog Task: automation/use-cases/dialogs/dialog-tasks-overview.md
          - Navigating Dialogs: automation/use-cases/dialogs/navigating-dialog-tasks.md
          - Build Dialogs: automation/use-cases/dialogs/using-the-dialog-builder-tool.md
          - Manage Components: automation/use-cases/dialogs/managing-dialogs.md 
        - Session Management: automation/use-cases/using-session-and-context-variables.md
        - Context Management: automation/intelligence/context-object.md
        - Voice Call Properties: automation/use-cases/dialogs/node-types/voice-call-properties.md 
      - AI Agents:
        - Agent Node:
            - About Agent Node: automation/agent-node/working-with-agent-node.md
            - Tool Calling: automation/agent-node/tools.md
            - Prompt Setup: automation/agent-node/prompt-setup.md
            - Best Practices: automation/agent-node/best-practices.md
            - Quick Start Tutorials:
              - Set Up Agent Node: automation/agent-node/tutorials/setting-up-agent-node.md
              - Agent Node Components: automation/agent-node/tutorials/agent-node-components.md
              - Prompt Creation: automation/agent-node/tutorials/prompt-creation.md
              - Model Configuration: automation/agent-node/tutorials/model-configuration.md
              - Tools in Agent Node: automation/agent-node/tutorials/tools-in-agent-node.md
              - Custom Prompts: automation/agent-node/tutorials/custom-prompts.md
        - Prompt Node: automation/use-cases/dialogs/node-types/genai-prompt.md
        - Search AI Node: automation/use-cases/dialogs/node-types/working-with-the-searchai-node.md
        - Service Node: automation/use-cases/dialogs/node-types/working-with-the-service-node.md
        - Script Node: automation/use-cases/dialogs/node-types/working-with-the-script-node.md
        - Webhook Node: automation/use-cases/dialogs/node-types/working-with-the-web-hook-node.md
        - Other Nodes:
          - About Nodes: automation/use-cases/dialogs/node-types/nodes-transitions.md
          - Intent Node: automation/use-cases/dialogs/node-types/working-with-the-user-intent-node.md
          - Dialog Node: automation/use-cases/dialogs/node-types/working-with-the-dialog-node.md
          - Dynamic Intent Node: automation/use-cases/dialogs/node-types/dynamic-intent-node.md
          - Entity Node:
            - About Entity Node: automation/use-cases/dialogs/node-types/working-with-the-entity-node.md
            - Entity Types: automation/use-cases/dialogs/entity-types.md
            - Entity Rules: automation/use-cases/dialogs/entity-rules.md
          - Form Node: automation/use-cases/dialogs/node-types/working-with-the-form-node.md
          - Confirmation Node: automation/use-cases/dialogs/node-types/working-with-the-confirmation-nodes.md
          - Message Node: automation/use-cases/dialogs/node-types/working-with-the-message-nodes.md
          - Logic Node: automation/use-cases/dialogs/node-types/working-with-the-logic-node.md
          - Process Node: automation/use-cases/dialogs/node-types/process-nodes.md
          - Agent Transfer Node: automation/use-cases/dialogs/node-types/working-with-the-agent-transfer-node.md
          - User Prompts or Messages: automation/use-cases/dialogs/prompt-editor.md
          - Node Connections:
            - Node Connections Setup: automation/use-cases/dialogs/node-connections/nodes-conditions.md
            - Sub-Intent Scoping: automation/use-cases/dialogs/node-connections/grouping-nodes.md 
      - Multilingual AI Apps: automation/multi-lingual-app-with-dialoggpt.md
    - Evaluation:
      - Playground: automation/testing/playground.md
      - Batch Testing: automation/testing/batch-testing-dialoggpt.md
    - Conversation Management:
      - Events:
        - About Events: automation/intelligence/event-overview.md
        - Intent Events: automation/intelligence/event-handling.md
        - Conversation Events: automation/intelligence/conversation-management/conversation-events.md 
        - Sentiment Events: 
          - Sentiment Management: automation/intelligence/sentiment-management/sentiment-management-overview.md
          - Tone Analysis: automation/intelligence/sentiment-management/tone-analysis.md
      - Settings:
        - Standard Responses: automation/intelligence/conversation-management/standard-responses.md 
        - Manage Interruptions: automation/intelligence/conversation-management/manage-interruptions.md
        - Small Talk: automation/use-cases/small-talk.md
        - Digital Skills: 
          - About Digital Skills: automation/use-cases/digital-skills/digital-skills-overview.md
          - Digital Forms: automation/use-cases/digital-skills/digital-forms.md
          - Configure Digital Forms: automation/use-cases/digital-skills/configure-digital-forms.md
          - Digital Views: automation/use-cases/digital-skills/digital-views.md
          - Configure Digital Views: automation/use-cases/digital-skills/configure-digital-views.md
        - Alert Tasks: automation/use-cases/alert-tasks.md
      - Feedback Survey: manage-assistant/feedbacksurvey.md                 
    - Advanced Topics:
      - Dynamic Routing: automation/dynamic-routing.md 
      - Managing Languages: app-settings/language-management/managing-languages-for-multilingual-vas.md
      - Manage App:
        - Team Collaboration: manage-assistant/collaborative-development.md
      - Traditional NLP Topics: nlp-topics.md  
    - How To:
        - New vs. Returning Users: kb/new-and-returning-users.md
        - Access Original PII Data: how-tos/access-original-pii-data.md
        - Use Agent Node and Search AI to Generate Answers : how-tos/use-agentnode-and-searchai-to-generate-answers.md
        - Share Metadata from AI for Service to Agent Platform: how-tos/share-metadata-ais-to-agent-platform.md
        - Customize Notifications API Payload for Teams: kb/proactive-notification-api-interactive-element-ms-teams.md
        - Image in an Outbound Twilio SMS: kb/how-do-i-include-an-image-in-an-outbound-twilio-sms-mms.md
        - Marketplace Integration:
          - Create a Ticket in Zendesk: how-tos/zendesk/create-a-ticket-in-zendesk.md
          - Lead Capture in Salesforce: how-tos/salesforce/lead-capture-in-salesforce-crm.md
          - Lead Capture in HubSpot: how-tos/hubspot/lead-capture-in-hubspot.md  
  - Search AI:
    - About Search AI: searchai/about-search-ai.md
    - Getting Started:
      - About Answers in Search AI: searchai/introduction-to-answers.md
      - Setup Search AI: searchai/setup-search-ai.md
    - Content:
        - About Content Sources: searchai/content-sources/introduction.md
        - Websites: searchai/content-sources/web-crawl.md
        - Documents: searchai/content-sources/directory.md
        - Connectors:
          - About Connectors: searchai/content-sources/connectors.md
          - Supported Connectors: searchai/content-sources/connectors/connector-directory.md
          - RACL Overview: searchai/content-sources/racl-support.md
          - Aha: searchai/content-sources/connectors/aha.md
          - Airtable: searchai/content-sources/connectors/airtable.md
          - Amazon S3: searchai/content-sources/connectors/amazons3.md
          - Asana: searchai/content-sources/connectors/asana.md
          - Axero: searchai/content-sources/connectors/axero.md
          - Azure Storage: searchai/content-sources/connectors/azure.md
          - BitBucket: searchai/content-sources/connectors/bitbucket.md
          - Box: searchai/content-sources/connectors/box.md
          - ClickUp: searchai/content-sources/connectors/clickup.md
          - Coda: searchai/content-sources/connectors/coda.md
          - Confluence Cloud: searchai/content-sources/connectors/confluence-cloud.md
          - Confluence Data Center: searchai/content-sources/connectors/confluence-server.md
          - Custom Connector: searchai/content-sources/connectors/custom-connector.md
          - Datadog: searchai/content-sources/connectors/datadog.md
          - DotCMS: searchai/content-sources/connectors/dotcms.md
          - Dropbox: searchai/content-sources/connectors/dropbox.md
          - Egnyte: searchai/content-sources/connectors/egnyte.md
          - Figma: searchai/content-sources/connectors/figma.md
          - Freshdesk: searchai/content-sources/connectors/freshdesk.md
          - Freshservice: searchai/content-sources/connectors/freshservice.md
          - Front: searchai/content-sources/connectors/front.md
          - GitHub: searchai/content-sources/connectors/github.md
          - GitHub On-Prem: searchai/content-sources/connectors/github-onprem.md
          - GitLab: searchai/content-sources/connectors/gitlab.md
          - Google Drive: searchai/content-sources/connectors/googledrive.md
          - Guru: searchai/content-sources/connectors/guru.md
          - HelpScout: searchai/content-sources/connectors/helpscout.md
          - Hive: searchai/content-sources/connectors/hive.md
          - HubSpot: searchai/content-sources/connectors/hubspot.md
          - Jenkins: searchai/content-sources/connectors/jenkins.md
          - Jfrog: searchai/content-sources/connectors/jfrog.md
          - Jira: searchai/content-sources/connectors/jira.md
          - Jira On-Prem: searchai/content-sources/connectors/jira-onprem.md
          - JSON Connector: searchai/content-sources/connectors/json.md
          - LumApps: searchai/content-sources/connectors/lumapps.md
          - Miro: searchai/content-sources/connectors/miro.md
          - Monday: searchai/content-sources/connectors/monday.md
          - MS Teams: searchai/content-sources/connectors/msteams.md
          - Notion: searchai/content-sources/connectors/notion.md
          - OneDrive: searchai/content-sources/connectors/onedrive.md
          - OpsGenie: searchai/content-sources/connectors/opsgenie.md
          - Oracle Knowledge: searchai/content-sources/connectors/oracle.md
          - PagerDuty: searchai/content-sources/connectors/pagerduty.md
          - Re:amaze: searchai/content-sources/connectors/reamaze.md
          - Salesforce: searchai/content-sources/connectors/salesforce.md
          - ServiceNow: searchai/content-sources/connectors/servicenow.md     
          - SharePoint: searchai/content-sources/connectors/sharepoint.md
          - Shopify: searchai/content-sources/connectors/shopify.md
          - Shortcut: searchai/content-sources/connectors/shortcut.md
          - Slab: searchai/content-sources/connectors/slab.md
          - Slack: searchai/content-sources/connectors/slack.md
          - Teamwork: searchai/content-sources/connectors/teamwork.md
          - TestRail: searchai/content-sources/connectors/testrail.md
          - Trello: searchai/content-sources/connectors/trello.md
          - WordPress: searchai/content-sources/connectors/wordpress.md
          - Workday: searchai/content-sources/connectors/workday.md
          - Wrike: searchai/content-sources/connectors/wrike.md
          - xMatters: searchai/content-sources/connectors/xmatters.md
          - YouTrack:  searchai/content-sources/connectors/youtrack.md
          - Zendesk: searchai/content-sources/connectors/zendesk.md 
          - Zeplin: searchai/content-sources/connectors/zeplin.md
          - Zoho: searchai/content-sources/connectors/zoho.md
          - Zoom: searchai/content-sources/connectors/zoom.md
          - Zulip: searchai/content-sources/connectors/zulip.md
    - Index:               
        - Extraction:
            - ETL Tool: searchai/content-extraction/etl.md
            - Content Extraction: searchai/content-extraction/extraction.md
            - Content Transformation: searchai/content-extraction/transformation.md
        - Content Browser: searchai/chunk-browser.md
        - Workbench:
            - About Workbench: searchai/workbench/introduction.md
            - Field Mapping Stage: searchai/workbench/field-mapping.md
            - Custom Script: searchai/workbench/custom-script.md
            - Exclude Document: searchai/workbench/exclude-document.md
            - API Stage: searchai/workbench/api-stage.md
            - LLM Stage: searchai/workbench/llm-stage.md
            - Workbench Simulator: searchai/workbench/simulation.md
        - Vector Configuration: searchai/index-configuration.md
    - Configuration:
        - Agentic RAG: searchai/rag-agents.md
        - Retrieval Strategies: searchai/retrieval.md
        - Business Rules: searchai/business-rules.md
        - Answer Generation: searchai/answer-generation.md
        - Search Results: searchai/search-results.md
        - Testing and Debugging Answers: searchai/testing-and-debugging-answers.md
    - Dev Tools:
        - Advanced Configuration: searchai/advanced-configurations/advanced-configurations.md
        - Email Notifications: searchai/email-notifications.md
        - Toolkit: searchai/toolkit.md
    - FAQs:
        - Document-Level Processing: searchai/document-level-processing.md
        - Application Training: searchai/application-training.md
        - Multilingual Support: searchai/language-support.md
        - User Feedback Handling: searchai/feedback.md
    - How Tos:
        - Integrate Custom Embedding Model: searchai/howto/integrate-custom-embedding-model.md
        - Use Information in Images to Generate Answers: searchai/howto/use-images-for-answer-generation.md
        - Customize Response by Channel Type: searchai/howto/customize-response-by-channel.md
    - Best Practices: 
        - Data Ingestion: searchai/best-practices/data-ingestion.md
        - Chunking Strategy: searchai/best-practices/chunking-strategy.md
        - LLM Selection and Configuration: searchai/best-practices/llm-selection.md
  - Contact Center AI:
    - About Contact Center AI: contactcenter/about-contact-center-ai.md 
    - Getting Started:
      - Minimum System and Browser Requirements: channels/voice-gateway/minimum-system-requirements-and-supported-browsers.md
    - Agent and Supervisors: 
      - Agent Management: contactcenter/agent-and-supervisors/agent-management/agent-management.md
      - Dispositions: contactcenter/agent-and-supervisors/dispositions/manage-dispositions.md
    - Configurations:
      - Hours of Operation: contactcenter/configurations/hours-of-operation/manage-hours-of-operation.md
      - Languages and Speech: contactcenter/configurations/languages-and-speech/configure-languages-and-speech.md
      - Response Templates: contactcenter/configurations/response-templates/manage-response-templates.md
      - Surveys: contactcenter/configurations/surveys/configure-surveys.md
      - Agent Forms: contactcenter/configurations/agent-forms/configure-agent-forms.md
      - Widget Settings: contactcenter/configurations/widgets/configure-widgets.md
      - Wallboards: contactcenter/configurations/wallboards/configure-wallboards.md
      - Settings:
        - System Settings: 
          - Co-Browse: contactcenter/configurations/settings/co-browse.md
          - Supervisor Join/Exit Notification to User: contactcenter/configurations/settings/supervisor-join-exit-notification-to-user.md
          - Automatic Away Status for Agent Inactivity: contactcenter/configurations/settings/automatic-away-status-for-agent-inactivity.md
          - Obscure Customer Info in Analytics - Interactions: contactcenter/configurations/settings/obscure-customer-info-in-analytics-interactions.md
          - Email Settings: contactcenter/configurations/settings/email-settings.md
          - Active Console Configuration: contactcenter/configurations/settings/active-console-configuration.md
          - Queue Level Settings: contactcenter/configurations/settings/queue-level-settings.md
        - Advanced Settings:
          - Community WFM [Beta]: contactcenter/configurations/settings/community-wfm-beta.md
          - LLM Based Conversation Summary: contactcenter/configurations/settings/llm-based-conversation-summary.md
          - Reject Calls With a Delayed First Response: contactcenter/configurations/settings/reject-calls-with-delayed-first-response.md
          - Translation Configurations: contactcenter/configurations/settings/translation-configurations.md
          - Real Time Sentiment Analysis: contactcenter/configurations/settings/real-time-sentiment-analysis.md
          - Wrap-up Code Prediction: contactcenter/configurations/settings/wrap-up-code-prediction.md
    - Performance Management:
      - SLAs & Alerts: contactcenter/performance-management/slas-and-alerts.md
    - Flows:
      - Conditional Flows: contactcenter/flows-and-routing/conditional-flows.md
      - Waiting Flows: contactcenter/flows-and-routing/waiting-flows.md
      - Debug Logs: contactcenter/flows-and-routing/debugging-and-troubleshooting.md
    - Routing:
      - Contact Center AI Routing: contactcenter/routing/contact-center-ai-routing.md
      - Queues: contactcenter/routing/queues/queue-management.md
      - Skills: contactcenter/routing/skills/skill-management.md
    - Console:
      - Introduction to the Console: console/agent-console-introduction.md
      - Conversation Tray: console/conversation-tray.md
      - Incoming Interactions: console/managing-incoming-interactions.md
      - Interacting With Customers: console/interacting-with-customers.md
      - Additional Tools: console/additional-tools.md
      - Manage Layout: console/manage-layout.md
      - Monitor: console/monitor-queues-agents-and-interactions.md
    - Campaigns:  
      - About Campaigns: contactcenter/campaigns/about-campaigns.md
      - Dashboard: contactcenter/campaigns/dashboard/campaign-dashboard.md
      - Campaign Management:
        - Voice Campaigns: contactcenter/campaigns/campaign-management/voice-campaigns.md
        - SMS Campaigns: contactcenter/campaigns/campaign-management/sms-campaigns.md
        - Proactive Web Campaigns: contactcenter/campaigns/campaign-management/proactive-web-campaigns.md
        - Campaign Logs: contactcenter/campaigns/campaign-management/logs.md
      - List Management: contactcenter/campaigns/list-management/list-management.md
      - Templates: contactcenter/campaigns/templates/sms-templates.md
      - Settings: contactcenter/campaigns/settings/global-settings.md
      - Frequently Asked Questions: contactcenter/campaigns/frequently-asked-questions.md
    - Case Management:
      - About Case Management: case-management/case-management.md
      - Setup Process: case-management/setup-process.md   
      - Configure Case: case-management/configure-cases.md
      - Manage Cases and Tasks: case-management/manage-cases-and-tasks.md
      - Agent Console: case-management/agent-console.md
      - Case Analysis Dashboard: case-management/case-analysis-dashboard.md
  - Quality AI:
    - About Quality AI: quality-ai/about-quality-ai.md         
    - Getting Started:     
      - Setup Guide: quality-ai/getting-started/setup-guide.md
      - Best Practices for Auto QA Configuration: quality-ai/getting-started/best-practices-for-auto-qa-config.md      
      - AI-Assisted Manual Audit: quality-ai/ai-assisted-manual-audit.md  
    - Onboarding: quality-ai/getting-started/quality-ai-onboarding.md    
    - Analyze:
      - Dashboard:
        - Supervisor Dashboard: quality-ai/analyze/dashboard.md
        - Supervisor View with Agent-Specific Dashboard: quality-ai/analyze/supervisor-view-agent-specific-dashboard.md
        - Agent Dashboard: quality-ai/analyze/my-dashboard-agent-view.md
        - Agent Dashboard - Supervisor Evaluation: quality-ai/analyze/agent-dashboard-supervisor-evaluation.md                         
      - Adherence Heatmap: quality-ai/analyze/adherence-heatmap.md
      - Performance Insights: quality-ai/analyze/performance-insights.md 
      - CX Insights: quality-ai/analyze/cx-insights.md           
      - Allocations: 
        - Overview: quality-ai/analyze/conversation-mining-audit-allocations.md
        - Creating Audit Allocations: quality-ai/analyze/creating-audit-allocations.md
        - Understanding Views and Permissions: quality-ai/analyze/understanding-views-and-permissions.md
      - Conversation Mining: 
        - Interactions: quality-ai/analyze/conversation-mining-interactions.md        
      - Agent Leaderboard: quality-ai/analyze/agent-leaderboard.md
      - Topic Discovery: quality-ai/analyze/topic-discovery.md           
    - Coach:
        - Coaching Assignments: 
          - Supervisor Evaluation: quality-ai/coach/coaching-assignments-supervisor-view-and-creation.md
          - Agent View: quality-ai/coach/coaching-assignments-agent-view.md 
        - Coaching Monitor: quality-ai/coach/coaching-monitor.md        
    - Configure:
      - Evaluation Criteria:
          - Evaluation Forms: quality-ai/configure/evaluation-forms.md
          - Evaluation Metrics: quality-ai/configure/evaluation-metrics.md
          - Metrics Measurement Types: 
            - By Question: quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-question.md
            - By Speech: quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-speech.md 
            - By Value: quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-value.md
            - By AI Agent: quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-ai-agent.md
            - By Dialog Task: quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-dialog-task.md
            - By Playbook Adherence: quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-playbook-adherence.md
            - By Hold: quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-hold.md 
            - By Transfer: quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-transfer.md
            - By Manual: quality-ai/configure/evaluation-criteria/metrics-measurement-types/by-manual-evaluation.md             
      - Agent Scorecards: quality-ai/configure/agent-scorecards.md
      - Taxonomy Builder: 
          - Overview: quality-ai/configure/taxonomy-builder/overview.md
          - Taxonomy Setup: quality-ai/configure/taxonomy-builder/setup-taxonomy.md
      - Quality AI Express: quality-ai/configure/quality-ai-express.md      
      - Connectors: 
        - AWS S3 Connector Setup Guide: quality-ai/configure/connectors/aws-s3-connector-setup-guide.md                  
      - Conversation Sources: quality-ai/configure/conversation-sources.md
      - Settings: 
        - Conversation Intelligence: quality-ai/configure/conversation-intelligence.md
        - Quality AI General Settings: quality-ai/configure/quality-ai-general-settings.md
        - Language Settings: quality-ai/configure/language-settings.md         
  - Agent AI:
    - About Agent AI: agentai/about-agent-ai.md
    - Set up Agent AI:
      - Agent Coaching: agentai/agent-experience/agent-realtime-coaching.md
      - Agent Playbook: agentai/agent-experience/playbook.md
      - FAQ: agentai/agent-experience/faq/agentai-faq.md
      - Configurations:
        - Conversation Events: agentai/configuration/conversation-events.md
        - Custom LLM Model in GenAI: agentai/configuration/custom-llm-model-in-genai.md
        - Linked Services: agentai/configuration/linked-services.md
        - Third Party Configuration: agentai/configuration/third-party-configuration.md
        - Agent AI Mapping: agentai/configuration/agent-ai-mapping.md
        - AgentAssist Widget Settings: agentai/configuration/widget-settings.md
        - Feedback Settings: agentai/configuration/feedback-settings.md
        - Widget Theming Layout Customization: agentai/configuration/widget-theming-layout-customization.md
        - Configure Auto Summarization with Custom Dialog Tasks: agentai/configuration/configure-auto-summarization-with-custom-dialog-tasks.md
        - Supported Languages: agentai/agent-experience/supported-languages.md
    - Agent Experience:
      - Agent AI Widget: agentai/agent-experience/agent-assist-widget-v3.md
      - App Override and Automation: agentai/agent-experience/bot-override-and-automation.md
      - Access Custom Data in Agent AI: agentai/agent-experience/access-custom-data-in-agent-ai.md
      - Agentic Copilot: agentai/agent-experience/agentic-copilot/agentic-copilot.md
    - Integrations:
      - Cloud CX: 
        - Genesys Cloud CX: agentai/integration/genesys/agent-ai-integration-with-genesys-cloud-cx.md
        - Voice Integration with CX Cloud from Genesys and Salesforce: agentai/integration/cx-cloud-genesys-salesforce/agent-ai-voice-integration-with-cx-cloud-from-genesys-and-salesforce.md
      - NICE CX:
        - NICE MAX Desktop (Chat and Voice): agentai/integration/nice-max/nice-max-desktop-chat-and-voice.md
        - NICE MAX Desktop for Outbound Calls: agentai/integration/nice-max-desktop-for-outbound-calls/agent-ai-integration-with-nice-max-desktop-for-outbound-calls.md
        - NICE Agent Desktop Voice: agentai/integration/nice-agent-desktop-voice/nice-agent-desktop-voice.md
        - NICE CXone Agent Desktop for Outbound Calls: agentai/integration/nice-cx-agent-desktop-for-outbound-calls/agent-ai-integration-with-nice-cx-agent-desktop-for-outbound-calls.md
      - Salesforce NICE CX-CTI:
        - Salesforce NICE CX-CTI: agentai/integration/salesforce-nice-cx-cti/kore-agent-ai-with-salesforce-nice-cx-cti.md
        - Salesforce NICE CX-CTI for Outbound Calls: agentai/integration/salesforce-nice-cx-cti-outbound-calls/salesforce-nice-cx-cti-for-outbound-calls.md
      - Salesforce:
        - Salesforce Web Messaging Configuration (New Chat): agentai/integration/salesforce-omni-channel/salesforce-web-messaging-configuration-new-chat.md
        - Salesforce OmniChannel Chat (Messaging): agentai/integration/salesforce-omnichannel-chat-messaging/agentai-configuration-with-salesforce-omnichannel-chat-messaging.md
        - Salesforce Service Cloud Voice (Amazon Connect Telephony): agentai/integration/amazon-connect/agent-ai-integration-with-salesforce-service-cloud-voice-(amazon-connect-telephony).md
        - Salesforce Email-to-Case: agentai/integration/salesforce-email-to-case/agentai-integration-with-salesforce-email-to-case.md
      - ServiceNow:
        - Chat Integration with ServiceNow: agentai/integration/servicenow/chat-integration-with-servicenow.md 
      - FIVE9:
        - Chat Integration with Five9: agentai/integration/five9/agentai-chat-integration-with-five9.md
      - AWS Third Party Applications:
        - Amazon Connect with Agent AI Voice Via AWS Third Party Applications: agentai/integration/amazon-connect-voice/amazon-connect-with-agentai-voice-via-aws-third-party-applications.md
      - Amazon Connect CCP:
        - Amazon Connect CCP Integration with Agent AI Voice: agentai/integration/amazon-connect-ccp-agentai-voice/amazon-connect-ccp-integration-with-agentai-voice.md 
        - Amazon Connect CCP Integration with Agent AI Chat: agentai/integration/amazon-connect-ccp-agentai-chat/amazon-connect-ccp-integration-agentai-chat.md
    - Agent AI Web SDK:
      - Introduction: agentai/integration/websdk/introduction.md
      - SDK Fields and Details: agentai/integration/websdk/sdk-fields-and-details.md
      - Customize SDK: agentai/integration/websdk/customize-your-sdk.md
      - View Customized Events: agentai/integration/websdk/view-customized-events.md
      - My Bot Tab: agentai/integration/websdk/mybot-tabs.md
      - Dialog Tab: agentai/integration/websdk/dialog.md
      - Transcript Events: agentai/integration/websdk/transcript-events.md
      - Search Tab: agentai/integration/websdk/searchtab-events.md
      - Agent Coaching Events: agentai/integration/websdk/coaching-events.md
      - Playbooks Events: agentai/integration/websdk/sdk-Playbooks.md
      - Internal Transfer: agentai/integration/websdk/internal-transfer-process.md
      - Sentiment Chart: agentai/integration/websdk/sentiment-charts.md
      - Other Events: agentai/integration/websdk/other-events.md
      - Error Codes: agentai/integration/websdk/error-codes.md 
  - GenAI Tools:
    - About GenAI Tools: generative-ai-tools/introduction.md
    - Free LLM and GenAI Tokens: generative-ai-tools/llm-tokens.md 
    - Models Library:
      - About LLM Integration: generative-ai-tools/models-library.md
      - Configure LLM Integration: generative-ai-tools/configure-llm-integration.md
      - Kore.ai XO GPT Module: 
        - About XO GPT Module: generative-ai-tools/xo-gpt-module.md
        - XO GPT Model Specifications:
          - Model Building: generative-ai-tools/xogpt-model-specifications.md
          - Answer Generation Model: generative-ai-tools/xogpt-answer-generation-model.md
          - Conversation Summarization Model: generative-ai-tools/xogpt-conversation-summarization-model.md
          - DialogGPT Model: generative-ai-tools/xogpt-dialoggpt-model.md
          - Response Rephrasing Model: generative-ai-tools/xogpt-response-rephrasing-model.md
          - User Query Paraphrasing Model: generative-ai-tools/xogpt-user-query-paraphrasing-model.md
        - XO GPT Feedback Submission: generative-ai-tools/xogpt-feedback-submission.md
    - Prompts Library: 
      - Add Custom Prompts: generative-ai-tools/prompts-library.md
      - Streaming Responses: generative-ai-tools/streaming-responses.md
      - LLM Response Format: generative-ai-tools/llm-response-format.md
    - GenAI Features: 
      - About GenAI Features: generative-ai-tools/genai-features.md
      - Automation AI - GenAI Features: generative-ai-tools/genai-features-automationai.md
      - Search AI - GenAI Features: generative-ai-tools/genai-features-searchai.md
      - Agent AI - GenAI Features: generative-ai-tools/genai-features-agentai.md
      - Contact Center AI - GenAI Features: generative-ai-tools/genai-features-contactcenterai.md
      - Quality AI - GenAI Features: generative-ai-tools/genai-features-qualityai.md
    - DialogGPT:
      - Overview: generative-ai-tools/dialog-gpt.md
    - Safeguards:
      - Data Anonymization: generative-ai-tools/data-anonymization.md
      - Guardrails: generative-ai-tools/guardrails.md       
  - Integrations & APIs:
    - About Integrations & APIs: app-settings/integrations/about-integration.md
    - Integrations:
      - Automation: 
        - Actions:
          - Actions Overview: app-settings/integrations/actions/actions.md
          - Asana:
            - Configure: app-settings/integrations/actions/asana/configuring-the-asana-action.md
            - Templates: app-settings/integrations/actions/asana/using-the-asana-action-templates.md
          - Azure OpenAI:
            - Configure: app-settings/integrations/actions/azure-open-ai/configuring-the-azure-openai-action.md
            - Templates: app-settings/integrations/actions/azure-open-ai/using-the-azure-openai-action-templates.md
          - BambooHR:
            - Configure: app-settings/integrations/actions/bamboo-hr/configuring-the-bamboohr-action.md
            - Templates: app-settings/integrations/actions/bamboo-hr/using-the-bamboohr-templates.md
          - Bitly:
            - Configure: app-settings/integrations/actions/bitly/configuring-the-bitly-action.md
            - Templates: app-settings/integrations/actions/bitly/using-the-bitly-action-template.md
          - Confluence:
            - Configure: app-settings/integrations/actions/confluence/configuring-the-confluence-action.md
            - Templates: app-settings/integrations/actions/confluence/using-the-confluence-action-templates.md
          - DHL:
            - Configure: app-settings/integrations/actions/dhl/configuring-the-dhl-action.md
            - Templates: app-settings/integrations/actions/dhl/using-the-dhl-action-templates.md
          - Freshdesk:
            - Configure: app-settings/integrations/actions/freshdesk/configuring-the-freshdesk-action.md
            - Templates: app-settings/integrations/actions/freshdesk/using-the-freshdesk-action-templates.md
          - Freshservice:
            - Configure: app-settings/integrations/actions/freshservice/configuring-the-freshservice-action.md
            - Templates: app-settings/integrations/actions/freshservice/using-the-freshservice-itsm-action-templates.md
          - Google Maps:
            - Configure: app-settings/integrations/actions/google-maps/configuring-the-google-maps-action.md
            - Templates: app-settings/integrations/actions/google-maps/using-the-google-maps-action-templates.md
          - Here:
            - Configure: app-settings/integrations/actions/here/configuring-the-here-action.md
            - Templates: app-settings/integrations/actions/here/using-here-action-templates.md
          - Hubspot:
            - Configure: app-settings/integrations/actions/hubspot/configuring-the-hubspot-action.md
            - Templates: app-settings/integrations/actions/hubspot/using-the-hubspot-action-templates.md
          - JIRA:
            - Configure: app-settings/integrations/actions/jira/configuring-the-jira-action.md
            - Templates: app-settings/integrations/actions/jira/using-the-jira-action-templates.md
          - Microsoft Graph:
            - Configure: app-settings/integrations/actions/microsoft-graph/configuring-the-microsoft-graph-action.md
            - Templates: app-settings/integrations/actions/microsoft-graph/using-the-microsoft-graph-action-templates.md
          - OpenAI:
            - Configure: app-settings/integrations/actions/open-ai/configuring-the-openai-action.md
            - Templates: app-settings/integrations/actions/open-ai/using-the-openai-actions-templates.md
          - Salesforce:
            - Configure: app-settings/integrations/actions/salesforce/configuring-the-salesforce-crm-action.md
            - Templates: app-settings/integrations/actions/salesforce/using-the-salesforce-crm-action-templates.md
          - Servicenow:
            - Configure: app-settings/integrations/actions/servicenow/configuring-the-servicenow-action.md
            - Templates: app-settings/integrations/actions/servicenow/using-the-servicenow-action-templates.md
          - Stripe:
            - Configure: app-settings/integrations/actions/stripe/configuring-the-stripe-action.md
            - Templates: app-settings/integrations/actions/stripe/using-the-stripe-action-templates.md
          - Shopify:
            - Configure: app-settings/integrations/actions/shopify/configuring-the-shopify-action.md
            - Templates: app-settings/integrations/actions/shopify/using-the-shopify-action-templates.md
          - Twilio:
            - Configure: app-settings/integrations/actions/twilio/configuring-the-twilio-action.md
            - Templates: app-settings/integrations/actions/twilio/using-the-twilio-action-templates.md
          - Zendesk:
            - Configure: app-settings/integrations/actions/zendesk/configuring-the-zendesk-action.md
            - Templates: app-settings/integrations/actions/zendesk/using-the-zendesk-action-templates.md
        - Agent Transfer: 
          - Agent Transfer Integrations: app-settings/integrations/agents/agent-transfer-integrations.md
          - Configuring Custom Agent Integration: app-settings/integrations/agents/how-to-configure-agent-transfer.md
          - Configuring the Drift Agent: app-settings/integrations/agents/configuring-the-drift-agent.md
          - Configuring the Genesys Agent: app-settings/integrations/agents/configuring-the-genesys-agent.md
          - Configuring the Intercom Agent: app-settings/integrations/agents/configuring-the-intercom-agent.md
          - Configuring the NiceInContact: app-settings/integrations/agents/configuring-the-niceincontact.md
          - Configuring the Salesforce Agent: app-settings/integrations/agents/configuring-the-salesforce-agent.md
          - Configuring the ServiceNow Agent (Tokyo and Lower versions): app-settings/integrations/agents/servicenow/configuring-the-servicenow-agent.md
          - Configuring the ServiceNow Agent (Utah and Higher versions): app-settings/integrations/agents/servicenow/configuring-the-servicenow-agent-utah-and-vancouver.md
          - Adding the Unblu Channel: app-settings/integrations/agents/adding-the-unblu-channel.md
        - External NLU Adapters:
          - About External NLU Adapters: app-settings/integrations/external-nlu/external-nlu-adapters.md
          - Dialogflow Engine: app-settings/integrations/external-nlu/dialogflow-engine.md
          - Test and Debug: app-settings/integrations/external-nlu/test-and-debug.md
      - Contact Center:
          - Voice Automation:
            - Talkdesk: contactcenter/integrations/talkdesk/kore-iva-integration-with-talkdesk.md
            - Zoom: contactcenter/integrations/voice-automation-with-zoom-cc/kore-voice-automation-with-zoom-contact-center.md
            - NiceCX (CXOne): contactcenter/integrations/voice-automation-nice-cxone-sip-integration/nice-cxone-sip-integration.md
            - Amazon Connect Integration using Voice Automation: agentai/integration/amazon-connect-voice-automation/amazon-connect-integration-using-voice-automation.md
            - Voice Automation with Genesys Agent Desktop using SIP Invite Protocol: contactcenter/integrations/voice-automation-using-sip-invite-protocol/genesys-agent-desktop.md
    - APIs and SDKs:
      - API Reference:
        - Getting Started: apis/automation/api-introduction.md
        - Rate Limits:
          - Automation AI: apis/automation/rate-limit.md
          - Contact Center AI: apis/automation/rate-limit-ccai.md
          - Quality AI: apis/automation/rate-limit-quality-ai.md
          - Case Management: apis/automation/rate-limit-case-management.md
        - API List:          
          - Automation AI: apis/automation/api-list.md
          - Search AI: apis/searchai/api-list.md
          - Contact Center AI: apis/contact-center/api-list.md
          - Agent AI: apis/agent-ai/api-list.md
          - Quality AI: apis/quality-ai/api-list.md
          - Case Management: apis/case-management-apis/api-list.md
        - koreUtil Libraries: apis/automation/koreutil-libraries.md
      - SDK Reference:
        - SDK Introduction: sdk/bot-sdk-introduction.md
        - Web SDK:
          - How the Web SDK Works: sdk/how-web-sdk-works.md
          - SDK Accessibility: sdk/web-sdk-accessibility.md
          - SDK Security: sdk/sdk-security.md
          - SDK Registration: sdk/app-registration.md
          - SDK Tutorial: sdk/tutorials/web-sdk.md
          - Web Socket Connect and RTM: sdk/web-socket-connect-and-rtm.md         
        - BotKit SDK:
          - BotKit SDK Deployment Guide: sdk/botkit-sdk-deployment-guide.md
          - Installing the BotKit SDK: sdk/installing-the-botkit-sdk.md
          - Botkit SDK Configurations: sdk/sdk-configuration.md
          - Using the BotKit SDK: sdk/using-the-botkit-sdk.md
          - SDK Events: sdk/sdk-events.md
          - SDK Functions: sdk/sdk-functions.md
          - Installing Botkit in AWS: sdk/installing-botkit-in-aws.md               
  - Analytics:
    - Analyzing Your App: analytics/introduction.md
    - Dashboard Filters: analytics/dashboard-filters.md
    - Overview:
      - Summary Dashboard: analytics/overview/summary-dashboard.md
      - Conversations Dashboard: analytics/overview/conversations-dashboard.md
      - Conversations History: analytics/overview/conversations-history.md
      - Users Dashboard: analytics/overview/users-dashboard.md
      - Feedback Dashboard: analytics/overview/feedback-dashboard.md
      - Conversations: analytics/overview/conversations.md 
    - Search AI:
      - Answer Insights: analytics/searchai/answer-insights.md
    - GenAI Analytics: 
      - GenAI Dashboard: analytics/genai-analytics/genai-dashboard.md
      - Performance Analytics: analytics/genai-analytics/genai-performance-analytics.md
      - GenAI Logs: analytics/genai-analytics/llm-usage-logs.md
    - Automation:
      - Performance Dashboard: analytics/automation/performance-dashboard.md
      - Conversation Insights: analytics/automation/conversation-insights.md
      - NLP Insights: analytics/automation/nlp-insights.md
      - Task Execution Logs: analytics/automation/task-execution-logs.md
      - Custom Dashboard:
        - About Custom Dashboard: analytics/automation/custom-dashboard/introduction-to-custom-dashboard.md
        - Custom Meta Tags: analytics/automation/custom-dashboard/custom-meta-tags.md
        - Create Custom Dashboard: analytics/automation/custom-dashboard/create-custom-dashboard.md
        - Create Custom Dashboard Filters: analytics/automation/custom-dashboard/create-custom-dashboard-filters.md
      - Conversation Flows: analytics/automation/conversation-flows.md            
    - Contact Center:  
      - Contact Center AI Metrics: analytics/contact-center/contact-center-metrics.md
      - Agent AI Dashboard: analytics/contact-center/agentai-dashboard.md
      - Agent AI Conversation Logs: analytics/contact-center/agentai-conversation-logs.md
      - Queues & Agents: analytics/contact-center/queues-and-agents.md
      - Reports:
        - Introduction to Reports: analytics/contact-center/reports/introduction-to-reports.md
        - Reports List: analytics/contact-center/reports/reports-list.md
      - Wallboards: analytics/contact-center/wallboards.md 
    - Quality AI:  
      - Reports:
        - Scheduled Reports: analytics/quality-ai/reports/scheduled-reports.md
        - Reports List: analytics/quality-ai/reports/qm-reports-list.md      
  - Administration:
    - Accounts or Workspaces: manage-assistant/plan-and-usage/accounts-or-workspace-overview.md
    - Users:
      - Manage Users: user-management/manage-users.md
      - Manage Role and Permissions: user-management/role-management.md
    - Deployment:
      - App Versioning: deploy/bot-versioning.md
      - Publishing your App: deploy/publishing-bot.md
      - Import & Export App: deploy/bot-management.md
    - Data:
      - About Data Tables and Views: administration/data/data-tables-and-views.md
      - Guidelines: administration/data/using-data-table.md
      - Data Table: administration/data/data-table.md
      - Table view: administration/data/table-views.md
      - App Definition: administration/data/app-definition.md
      - Data as Service: administration/data/data-as-service.md            
    - App Settings:
      - App Profile: app-settings/app-profile.md
      - Language Management:
        - Get Started: app-settings/language-management/building-multi-language-bots.md
        - Supported Components & Features: app-settings/language-management/multilingual-vas-components-feature-support.md
        - Manage Languages: app-settings/language-management/managing-languages-for-multilingual-vas.md
        - Manage Translation Services: app-settings/language-management/managing-translation-services.md
        - Multilingual AI Agent Behavior: app-settings/language-management/multi-lingual-bot-behavior.md              
      - Dev Tools:
        - App Functions: app-settings/dev-tools/reusing-bot-functions-custom-script-file.md
        - Authorization Profiles: app-settings/dev-tools/bot-authorization/bot-authentication.md
        - Web/Mobile SDK: app-settings/dev-tools/kore-ai-web-sdk.md
        - API Scopes: apis/automation/api-introduction.md
        - Mock Scenes: app-settings/mock-scenes.md
      - Using Variables: app-settings/variables/using-bot-variables.md
      - Managing Namespaces: app-settings/managing-namespace.md
      - Advanced Settings:
        - PII Settings: app-settings/advanced-settings/pii-data-masking.md
        - Manage Sessions: app-settings/advanced-settings/bot-sessions.md
        - Manage URLs: app-settings/advanced-settings/manage-url.md
        - System Settings: app-settings/advanced-settings/system-settings.md
      - Change Logs: app-settings/change-logs.md
      - Delete App: app-settings/delete-app.md
    - Billing & Payments:
      - Plan & Usage: manage-assistant/plan-and-usage/usage-plans.md
      - Invoices: manage-assistant/plan-and-usage/invoices.md
    - Admin Console:
      - Introduction to Admin Console: administration/adminconsole.md
      - Administration Dashboard: administration/dashboard-bac.md
      - User Management:
        - Add Users: administration/user-management/managing-your-users.md
        - Manage Groups: administration/user-management/managing-your-groups.md
        - Manage Roles: administration/user-management/role-management.md
      - Data Tables And Views: administration/data/manage-data-tables-and-views-in-admin-console.md
      - App Management: administration/bot-management.md
      - Enrollment:
        - Invite Users: administration/enrollment/enrolling-a-new-user.md
        - Send Bulk Invites: administration/enrollment/enrolling-many-users.md
        - Import User Data: administration/enrollment/importing-users-and-user-data.md
        - Synchronizing Users from Active Directory: administration/enrollment/synchronizing-users-from-active-directory.md
      - Security and Control:
        - Using Single-Sign On (SSO): administration/security-and-control/using-single-sign-on.md
        - Enterprise Encryption:
          - Enterprise Key: administration/security-and-control/enterprise-key.md
          - BYOK for AWS: administration/security-and-control/byok-aws-integration.md
          - BYOK for Azure: administration/security-and-control/byok-azure-integration.md
        - API Scopes: administration/security-and-control/api-scopes.md
        - Two-Factor Authentication (2FA): administration/security-and-control/two-factor-authentication-for-platform-access.md
        - Security Settings: administration/security-and-control/security-settings.md
      - Analytics for Bots Admin: administration/analytics.md
      - Billing: administration/billing.md