Call Dialogflow CX Bot action
Integrations > Integrations > View permission assigned to any user role
Use the Call Dialogflow CX Bot action to run self-service applications within a flow before or instead of routing a customer to an agent.
- This action is available in call and message flows.
- Google Cloud Dialogflow CX bots that use the Genesys Virtual Agent Services powered by Google CCAI integration in Genesys Cloud are not PCI-compliant. Best practice recommends that you do not use them in Architect secure call flows.
- To enable the Call Dialogflow CX Bot action in Architect, you must first obtain the Google Cloud Dialogflow CX integration from the Genesys AppFoundry. Then, configure it in Genesys Cloud and create a Google Cloud Dialogflow CX bot in the Google console.
- You must have at least one active Google Cloud Dialogflow CX integration enabled. For more information, see About the Google Cloud Dialogflow CX integration.
- Changes you make to a Google Cloud Dialogflow CX bot in the Google console can take a few minutes to appear in Architect.
- To enable barge-in functionality for a Google Cloud Dialogflow bot, see Enable barge-in for Google Cloud Dialogflow bots.
- Administrators can use any text-to-speech provider that is available in Architect flows for use with their installed bot integrations. For more information, see About text-to-speech (TTS) integrations.
- For further assistance on configuring Google Cloud Dialogflow CX, see About the Google Cloud Dialogflow CX integration and Google Cloud Dialogflow FAQs.
|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 CX Agent||
The specific Dialogflow CX bot, also called agent, that you want to use. This version is the agent bot that you create in the Google console.
Select the Google Cloud Dialogflow CX environment that you want the flow to use at runtime.
Note: A draft environment is always available for a Dialogflow CX agent. If you did not create any environments for the selected Dialogflow CX agent, then the only environment available is Draft. Otherwise, a list of published environments, in addition to Draft, appears.
Environments provide a way for a flow to select which version of a Google Cloud Dialogflow CX agent that Architect calls at flow runtime. For more information about using Google Cloud Dialogflow CX environments in Architect, see Use Google Cloud Dialogflow environments in Architect. For more information, see Versions and environments in the Google Cloud Dialogflow CX documentation.
|Initial Event Name||
The name of the Dialogflow agent event to trigger when the interaction begins.
|Agent Input Text||
The string variable text to send to the Dialogflow CX Agent.
Note: Typically, you only use this field when you chain bot actions together.
The information that you can pass into and retrieve from the bot. Enter the name of the variable and a value to assign. You can add multiple variables, and you can reorder them.
Inputs set a Google Cloud Dialogflow CX Session Parameter of the specified name with the value specified at the beginning of the Dialogflow CX session.
Use outputs to read the value of the specified Google Cloud Dialogflow CX session parameter and set the Architect variable to assign to that value.
Note: Key names are case-sensitive.
|Live Agent Handoff Metadata||
Maps values returned from Google Cloud Dialogflow CX back to Architect variables. These values are derived from a “Live agent handoff” fulfillment payload that you specify in the Google Cloud Dialogflow CX agent. The Live agent handoff fulfillment payload must be a JSON object. The Key Names are the names of the keys in the JSON object. For more information, see Live agent handoff in the Google Cloud Dialogflow CX documentation.
|Follow-up Response Timeout||
If the bot must ask for follow-up information, use this field to set how long the bot waits for the user to send a reply. The system treats a NOT_SET, negative, or 0-second duration as immediate.
Select the variables that you want to assign to the failure data values returned by the Dialogflow bot.
Note: To expand or collapse the list of variables, click the arrow next to Failure Outputs.
Configure intent and failure paths
The Google Cloud Dialogflow CX 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.