Create Coaching Rules API

Back to API List Creates one or more coaching rules for a specified Agent AI stream. Coaching rules help monitor agent behavior based on utterance patterns or GenAI-based triggers and perform actions such as displaying hints or notifying managers.

METHOD	POST
Endpoint	`https://{{host}}/agentai/api/v1/public/{{streamid}}/acrules`
Content Type	`application/json`
Authorization	`auth: {{JWT}}` — See How to generate the JWT Token.

Header Parameters

Header	Type	Required	Description
`auth`	String	Yes	JWT token used for authentication.
`accountid`	String	Yes	Unique account identifier.

Path Parameters

Parameter	Description	Type
`host`	Environment URL. For example, `https://platform.kore.ai/`	String, required
`streamId`	`botId` or `streamId`. Retrieve this from the App Settings page.	String, required

Sample Request

curl --location --max-time 15 'https://{{host}}/agentai/api/v1/public/{{streamid}}/acrules' \
--header 'auth: {{JWT_TOKEN}}` \
--header 'accountid: {{accountId}}' \
--header 'Content-Type: application/json' \
--data-raw '[
  {
    "name": "",
    "description": "",
    "triggers": [
      {
        "type": "utterance",
        "by": "agent",
        "operator": "and",
        "when": {
          "addUtterances": [
            { "utterance": "" },
            { "utterance": "" }
          ],
          "utteranceCount": 1
        },
        "frequency": {
          "nOccurrences": 1,
          "duration": "anyTime"
        }
      },
      {
        "type": "genai",
        "by": "agent",
        "operator": "and",
        "triggerDesc": "",
        "frequency": {
          "nOccurrences": 1,
          "duration": "anyTime"
        }
      }
    ],
    "actions": [
      {
        "type": "hint",
        "expression": "critical",
        "message": {
          "useGenAIForTitle": false,
          "useGenAIForBody": false,
          "title": "",
          "body": "",
          "titleDesc": "",
          "bodyDesc": "",
          "postAction": "auto_close",
          "time": 5
        },
        "adherence": {
          "adType": "ack",
          "addUtterances": [],
          "ackText": "Ok, Got it"
        }
      },
      {
        "type": "email_manager",
        "emails": ["john.doe@example.com"],
        "when": "immediately",
        "message": {
          "title": "",
          "body": ""
        }
      }
    ],
    "assignees": [],
    "isActive": true,
    "channels": ["chat", "voice"],
    "tags": ["insurance", "security", "compliance", "PII"]
  }
]'

Body Parameters

Parameter	Type	Required	Description
`name`	String	Yes	Name of the coaching rule.
`description`	String	No	Description of the coaching rule.
`triggers`	Array	Yes	List of trigger conditions that activate the coaching rule.
`actions`	Array	Yes	List of actions executed when the rule is triggered.
`assignees`	Array	No	List of users assigned to the coaching rule.
`isActive`	Boolean	No	Indicates whether the coaching rule is active.
`channels`	Array	No	Channels where the coaching rule applies.
`tags`	Array	No	Tags associated with the coaching rule.
`by`	String	Yes	Conversation participant evaluated by the trigger, such as `agent` or `customer`.
`type`	String	Yes	Trigger type. Supported values include `utterance` and `genai`.
`operator`	String	No	Logical operator used to evaluate multiple trigger conditions.
`when`	Object	No	Configuration for utterance-based trigger matching.
`triggerDesc`	String	No	Natural language description used by GenAI-based triggers.
`frequency`	Object	No	Defines occurrence and duration requirements for the trigger.
`addUtterances`	Array	No	List of utterances used for matching.
`utteranceCount`	Integer	No	Number of matching utterances required.
`nOccurrences`	Integer	No	Number of occurrences required before triggering the rule.
`duration`	String	No	Time window used for evaluating occurrences.
`type`	String	Yes	Action type. Examples include `hint` and `email_manager`.
`expression`	String	No	Severity level associated with a hint action.
`message`	Object	No	Message configuration for the action.
`adherence`	Object	No	Adherence settings for hint actions.
`emails`	Array	No	Email recipients for notification actions.
`when`	String	No	Specifies when the action is executed.
`useGenAIForTitle`	Boolean	No	Generates the title using GenAI.
`useGenAIForBody`	Boolean	No	Generates the message body using GenAI.
`title`	String	No	Title displayed in the action.
`body`	String	No	Body content displayed in the action.
`titleDesc`	String	No	Description used to generate the title.
`bodyDesc`	String	No	Description used to generate the body.
`postAction`	String	No	Action performed after the message is acknowledged.
`time`	Integer	No	Display duration, in seconds.
`adType`	String	No	Adherence type.
`addUtterances`	Array	No	Additional utterances used for adherence evaluation.
`ackText`	String	No	Acknowledgment text displayed to the agent.

Sample Response

[
  {
    "name": "",
    "description": "",
    "tags": [
      "insurance",
      "security",
      "compliance",
      "PII"
    ],
    "channels": [
      "chat",
      "voice"
    ],
    "isActive": true,
    "botId": "st-6165d5c2-171a-54cc-ba5f-48*********e",
    "accountId": "6a5a0e195*********34415e",
    "createdOn": "2026-08-06T04:45:23.582Z",
    "triggers": [
      {
        "_id": "aat-614678e4-9b4f-5b3a-************68cd8",
        "type": "utterance",
        "by": "agent",
        "when": {
          "utteranceCount": 2
        },
        "frequency": {
          "nOccurrences": 1,
          "duration": "anyTime"
        },
        "operator": "and",
        "conditions": {
          "value": []
        },
        "default": false
      },
      {
        "_id": "aat-efb90370-3509************553053",
        "type": "genai",
        "by": "agent",
        "frequency": {
          "nOccurrences": 1,
          "duration": "anyTime"
        },
        "operator": "and",
        "conditions": {
          "value": []
        },
        "default": false,
        "triggerDesc": ""
      }
    ],
    "actions": [
      {
        "_id": "aat-65af99a0-f5eb************52ee986",
        "type": "hint",
        "expression": "critical",
        "message": {
          "title": "",
          "body": "",
          "titleDesc": "",
          "bodyDesc": "",
          "useGenAIForTitle": false,
          "useGenAIForBody": false,
          "postAction": "auto_close",
          "time": 5
        },
        "emails": [],
        "adherence": {
          "adType": "ack",
          "ackText": "Ok, Got it"
        },
        "default": false
      },
      {
        "_id": "aat-7b62a************a040df87b94",
        "type": "email_manager",
        "message": {
          "title": "",
          "body": ""
        },
        "emails": [
          "john.doe@example.com"
        ],
        "when": "immediately",
        "default": false
      }
    ],
    "assignees": [],
    "status": "ACTIVE",
    "state": "configured",
    "default": false,
    "deletable": true,
    "refId": "c966171-d************1c4715c",
    "lModOn": "2026-08-06T08:08:49.709Z",
    "_id": "acr-d618e************984-128ff14b35c5"
  }
]

Response Parameters

Parameter	Type	Description
`name`	String	Name of the rule or configuration.
`description`	String	Description of the rule.
`tags`	Array	Tags associated with the rule for categorization and filtering.
`channels`	Array	Channels where the rule is applicable, such as `chat` or `voice`.
`isActive`	Boolean	Indicates whether the rule is currently active.
`botId`	String	Unique identifier of the bot associated with the rule.
`accountId`	String	Unique identifier of the account that owns the rule.
`createdOn`	String (ISO 8601)	Date and time when the rule was created.
`triggers`	Array	List of trigger conditions that initiate the configured actions.
`type`	String	Type of trigger or action.
`by`	String	Entity that generates the trigger, such as `agent`.
`when`	String	Conditions that determine when a trigger or action is executed. The structure varies by trigger or action type.
`utteranceCount`	Integer	Number of utterances required before the trigger is activated.
`frequency`	Object	Frequency settings that control trigger execution.
`nOccurrences`	Integer	Number of times the trigger can occur.
`duration`	String	Time period during which the trigger frequency is evaluated.
`operator`	String	Logical operator used to evaluate conditions.
`conditions`	Object	Collection of conditions associated with the trigger.
`value`	Array	Values used to evaluate the configured conditions.
`triggerDesc`	String	Description of the trigger. Available for specific trigger types.
`actions`	Array	List of actions executed when trigger conditions are met.
`expression`	String	Expression used to evaluate or categorize the action. Available for specific action types.
`message`	Object	Message configuration associated with the action.
`title`	String	Title of the message.
`body`	String	Body content of the message.
`titleDesc`	String	Description of the message title.
`bodyDesc`	String	Description of the message body.
`useGenAIForTitle`	Boolean	Indicates whether generative AI is used to generate the message title.
`useGenAIForBody`	Boolean	Indicates whether generative AI is used to generate the message body.
`postAction`	String	Action performed after the message is displayed.
`time`	Integer	Duration, in seconds, for displaying the message.
`emails`	Array	Email addresses associated with the action.
`adherence`	Object	Adherence settings for the action.
`adType`	String	Adherence type.
`ackText`	String	Acknowledgment text displayed to the user.
`assignees`	Array	List of users assigned to the rule.
`status`	String	Current status of the rule.
`state`	String	Configuration state of the rule.
`default`	Boolean	Indicates whether the configuration is a default system configuration.
`deletable`	Boolean	Indicates whether the rule can be deleted.
`refId`	String	Reference identifier of the rule.
`lModOn`	String (ISO 8601)	Date and time when the rule was last modified.
`_id`	String	Unique identifier of the rule.

Get Started

Build

Test and Evaluate

Deploy

Analytics and Insights

References

Create Coaching Rules API

Header Parameters

Path Parameters

Sample Request

Body Parameters

Sample Response

Response Parameters

​Header Parameters

​Path Parameters

​Sample Request

​Body Parameters

​Sample Response

​Response Parameters

Header Parameters

Path Parameters

Sample Request

Body Parameters

Sample Response

Response Parameters