About the Google Cloud Dialogflow CX integration

Use the Google Cloud Dialogflow CX integration to call Dialogflow CX bot actions in Architect call and message flows. This feature is not PCI DSS-compliant. Best practice recommends that you do not use them in Architect secure call flows. For more information, see PCI DSS compliance.


Overview

Genesys Cloud’s integration with Google Cloud Dialogflow CX allows bots to interact conversationally with customers.


Get the Google Cloud Dialogflow CX integration  


Configure and activate the Google Cloud Dialogflow CX integration in Genesys Cloud

To access the Call Dialogflow Bot action in Architect, your org must have appropriate Google platform service account credentials. Then, configure and activate the Google Cloud Dialogflow CX integration in your org.


Create a Google Cloud Dialogflow CX bot


Use Google Cloud Dialogflow CX bots in interaction flows


Work with rich media in message interactions

Work with cards in bot conversations: Feature coming soon

Administrators can set up quick replies and cards in bot conversations. Quick replies are responses that customers can select as a reply during a message interaction. Quick replies allow for fast and structured responses, enabling you to offer simple, guided answers to direct messages by choosing from a list of options. Cards are bot responses that contain an image, title, body, and list of buttons. Customers can interact with the cards by clicking a button.