> ## Documentation Index > Fetch the complete documentation index at: https://koreai-content-gov.mintlify.site/llms.txt > Use this file to discover all available pages before exploring further. # CCAI integration with Artemis [Back to list of integrations](/agent-platform/integrations) For secure, bidirectional communication between the AI application and contact center agents, you can integrate AI for Service Contact Center app with an Artemis project. The integration requires: 1. [Contact Center app configuration](#contact-center-app-configuration) in AI for Service using tenant, project, and token details from Artemis. 2. [Artemis project configuration](#artemis-project-configuration) using tokens and IDs from the Contact Center app. Set it as the default Agent Transfer route. After the configuration is complete, Artemis routes escalated conversations to the Contact Center app and returns its responses to the user. **Important consideration** * **Attachments**: When a user shares a file during a conversation in Artemis, the file and its associated metadata are transferred to the CCAI agent. The agent can use the attachment and its metadata as part of its reasoning and response generation. See [supported attachment types](/agent-platform/administration/security-observability-settings#attachments). * **Conversation transcripts and recordings:** Recordings and transcripts from voice calls in CCAI are available in Artemis after the session ends under **Sessions** logs. It may take up to 10 minutes to present recordings and transcripts in Artemis due to post-session processing. ## Prerequisites * Access to AI for Service with permission to create and publish Contact Center apps. * Artemis application access with permission to open Agent Chat, Profile, Integrations, Deployments, and API Keys. * Access to an Artemis project. * A secure token generator or password manager to create secrets that meet the required complexity rules. * The integration is enabled on request. To enable it, [contact Support](https://support.kore.ai/). ## Contact Center app configuration 1. Log in to the AI for Service platform. 2. Create a new app and select **Contact Center** as the app type. 3. Complete the onboarding journey for the new app. 4. Go to **Flows & Channels**. 5. Select **Artemis Integration**. 6. Enter the following fields: | Field | Where to fetch the value | Implementation notes | | ------------------------ | -------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------- | | **Artemis tenant ID** | Artemis **Agent Chat** > **initiate chat** > **Debug** > **Data** or Artemis **Profile** > **Workspace ID** | Use the tenant/workspace ID for the Artemis workspace being connected. | | **Artemis project ID** | Artemis **Agent Chat** > **initiate chat** > **Debug** > **Data** | Use the project ID for the target Artemis project. | | **Artemis webhook URL** | Artemis **Project** > **Integrations** > **Kore SmartAssist** > **Connect** > **Webhook Channel Callback URL** | Copy the callback URL exactly as shown. | | **Artemis access token** | Bring your own key | Create a secret that meets the [token and secret rules](#token-and-secret-rules). | | **Artemis auth token** | Artemis **Project** > **Deployments** > **API Keys** > **Create a platform key** | Create a platform key and copy the generated token. | 7. Review all Artemis Integration fields, then select **Enable Artemis Integration**. 8. Review and publish the Contact Center app. ## Artemis project configuration 1. Go to **Project** > **Integrations** > **Kore SmartAssist** > **Connect**. 2. Configure the following fields: | Artemis connection field | Source | Notes | | -------------------------- | ----------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------- | | Connection Name | Enter a unique connection name. | Use a name that identifies the environment and AI for Service app, such as `AI for Service-uat-contact-center`. | | Base URL | CCAI → Flows and Channels → Artemis Integration → CCAI host URL | Example: `https://platform.kore.ai/` | | CCAI App Token (optional) | CCAI → Flows and Channels → Artemis Integration → CCAI auth token | Populate when required. | | XOCC Webhook Channel Token | CCAI → Flows and Channels → Artemis Integration → Web token | Copy exactly from AI for Service. | | Webhook Secret | Bring your own key | Use the same value as the Artemis access token entered in AI for Service Artemis Integration. | | App ID | CCAI → Flows and Channels → Artemis Integration → CCAI stream ID | Copy exactly. | | Account ID | CCAI → Flows and Channels → Artemis Integration → Account ID | Copy exactly. | 3. Use the SmartAssist integration for Agent Transfer routing. Go to **Project Settings** > **Agent Transfer** > **Default Routing** > **Connection** and select the integration. When an agent escalates a conversation, Artemis routes it to the configured AI for Service Contact Center app. The Contact Center app's response that returns through the SmartAssist connection is provided to the user. ### Token and secret rules | Requirement | Rule | | ----------------------- | --------------------------------------------------------------------------------------------- | | Length | Use 32 to 512 characters. | | Character mix | Use three of the four character types: uppercase letters, lowercase letters, digits, symbols. | | Webhook Secret matching | Must match the Artemis access token configured in AI for Service. | | Storage | Don't paste secrets into tickets, chat, emails, or SOP. Store them in the approved vault. | | Rotation | Rotate the paired AI for Service Artemis access token and Artemis Webhook Secret together. | ### Validation checklist | Validation item | Expected result | | :----------------------------------------------- | :--------------------------------------------------------------------------- | | Create AI for Service app of Contact Center type | New app is visible and onboarding is complete. | | Configure Artemis integration | Populate tenant ID, project ID, webhook URL, access token, and auth token. | | Enable of the integration | Integration status shows enabled or active. | | Publish AI for Service app | Publish the latest version successfully. | | Create Artemis Kore SmartAssist connection | Connection saved with unique name, base URL, tokens, app ID, and account ID. | | Match webhook secret | Matches the AI for Service Artemis access token exactly. | | Initiate test interaction | You can initiate a flow without authentication errors. | | Check debug data | Tenant ID and project ID align with the intended workspace and project. | ## Troubleshoot integration issues | Symptom | Likely cause | Recommended action | | ------------------------------------------------------ | ----------------------------------------------- | ------------------------------------------------------------------------------------------------------- | | 401 or 403 response | Token mismatch or expired API key | Re-copy the Artemis auth token and verify the webhook secret. | | Webhook events aren't received | Incorrect callback URL or channel token | Verify the callback URL and XOCC Webhook Channel Token. | | Wrong tenant or project is connected | Values copied from another workspace or project | Fetch tenant ID and project ID again from Agent Chat → Debug → Data or confirm Workspace ID in Profile. | | Connection name rejected | Connection name isn't unique | Use a unique name. | | Integration works before publish but not after changes | Changes saved but not published | Publish the AI for Service app again. | *** **Related articles:** * [Know more about Contact Center](/ai-for-service/contact-center) * [Transfer sessions](/agent-platform/transfer-sessions)