Call Dialogflow Bot action


Prerequisites 

Integrations > Integrations > View permission assigned to any user role

Use the Call Dialogflow Bot action to run self-service applications within a flow before or instead of routing a customer to an agent. Use this action in inbound and outbound call flows.

Notes:
  • To enable the Call Dialogflow Bot action in Architect, you must first obtain the Google Dialogflow integration from the Genesys AppFoundry. Then, configure it in PureCloud and create a Google Dialogflow bot in the Google console. You must have at least one active Google Dialogflow integration enabled. For more information, see About the Google Dialogflow integration.
  • Changes you make to a Google Dialogflow bot in the Google console can take a few minutes to appear in Architect.
  • This action is only available in call flow types.
  • To enable barge-in functionality for a Google Dialogflow bot, see Enable barge-in for Google Dialogflow bots.
  • For further assistance on configuring Google Dialogflow, see About the Google Dialogflow integration and Google Dialogflow FAQs.
Name Description
Name field Type a distinctive name for the action. The label you enter here becomes the action’s name displayed in the task sequence.
Dialogflow Agent

The specific Dialogflow bot, also called agent, that you want to use. This version is the agent bot that you create in the Google console.

Environment

Select the Google Dialogflow environment that you want the flow to invoke at runtime.

Note: A Draft environment is always available for a Dialogflow agent. If you did not create any environments for the selected Dialogflow agent, then the only environment available here is Draft. Otherwise, a list of published environments, in addition to Draft, appears in this list.

Environments provide a way for a flow to select which version of a Google Dialogflow agent that Architect calls at flow runtime. For more information about using Google Dialogflow environments in Architect, see Use Google Dialogflow environments in Architect. For general information about Google Dialogflow environments, see Google Cloud Versions and Environments.

Intents

The options that appear in this section reflect the logic configured in the Draft environment of the Dialogflow bot. Each intent represents an action to perform. For example, order a pizza or order flowers. Each intent path matches an output path for the Call Dialogflow Bot action in the task editor.

Below each intent, Architect displays the configured Dialogflow bot slots, or any data the user must provide to fulfill the intent. Using the Pizza Order intent as an example, the slots can include crust type, ingredients, cheese amount, and cutting style. If the user chooses the Order Pizza path, then the Dialogflow bot provides the slots associated with that path. Regardless of the environment you select, the Call Dialogflow Bot action always shows the intents and slots from the Draft of the Dialogflow Bot.

Note: To ensure that the intent appears as an output in Architect, when you create an intent in Google Dialogflow, make sure to designate it as an end of conversation intent. Otherwise, the intent does not appear here.

Failure Outputs

Select the variables that you want to assign to the failure data values returned by the Dialogflow bot.

Data value Variable
errorType
  • FeatureNotEnabledError: The Call Dialogflow Bot action is not available for the organization.
  • InternalServerError: An unexpected error occurred during the Call Dialogflow Bot action. Typically, the received response is in an invalid format. Contact PureCloud Customer Care.
  • NoInputError: The Call Dialogflow Bot action timed out without any user input.
errorMessage A non-localized message. This string variable can be empty or NOT_SET.

Note: To expand or collapse the list of variables, click the arrow next to Failure Outputs.

Configure intent and failure paths

Name Description
Intent paths

The Google Dialogflow bot’s Draft dictates these paths.

Failure output path

This path indicates that an error occurred while running the action or there was a problem processing the results.  

Note: If the network experiences connectivity issues, the action automatically takes this failure path.

Drag the appropriate action below the Failure path and direct the route you want the interaction to take. For example, a transfer action to send the caller to an agent for assistance.