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

To access the Call Dialogflow CX Bot action in Architect, you must first add and configure the Google Cloud Dialogflow CX integration, and then grant permission to access Google Dialogflow CX resources in your org.

Configure and activate the Google Cloud Dialogflow CX integration

To configure and activate the Google Cloud Dialogflow CX integration, perform the following steps:

  1. In the Google Cloud Platform console, create a new project and then create a service account for the project. For more information, see Creating and managing service accounts.
  2. Grant the Dialogflow API Client, Dialogflow API Reader, and Dialogflow Conversation Manager roles to the service account. For more information, see Manage access to service accounts.
    Note: These roles enable Genesys Cloud to access and search the Google Cloud Dialogflow CX agents, and successfully start the bot at runtime.
  3. Create a service account key and download the JSON version of it. For more information, see Create and delete service account keys.
    Note: The JSON file contains the necessary credentials for the integration with Genesys Cloud. The Google Cloud Dialogflow CX integration does not require that you add roles or admins to the service account.
  4. In Genesys Cloud, open the Google Cloud Dialogflow CX integration:
    • If you have not previously installed the integration into your Genesys Cloud organization, install it now. 
    • If you have installed the integration, open the Genesys Cloud Admin menu and under Integrations, click Integrations. Then, search for and open the Google Cloud Dialogflow CX integration.
  5. On the Google Cloud Dialogflow CX integration page, click the Configuration tab.
  6. Click Credentials. 
  7. Click Configure. The Configure Credentials dialog box opens.
  8. Open the Google Cloud JSON service account key file that you downloaded previously.
  9. Copy the information from the JSON service account key file into the appropriate Genesys Cloud fields.
    1. Copy the “client_id” value from the JSON file into the Genesys Cloud Client ID field.
    2. Copy the “client_email” value from the JSON file into the Genesys Cloud Client Email field.
    3. Copy the “private_key_id” from the JSON file into the Genesys Cloud Private Key ID field.
    4. Copy the “private_key” value from the JSON file into the Genesys Cloud Private Key field.
      Notes:
      • Ensure that you copy all the information that appears between the quotation marks.
      • Ensure that you copy and paste the exact value shown, and that no values convert to invalid commands. For example, a third-party copy program can convert the \n value to a new line.
  10. (Optional) On the Advanced tab, define the Google regions in which to look for Google Cloud Dialogflow CX bots. By default, this setting is {}, and Genesys Cloud searches only for the global region. However, you can, for example, specify the following:
    {
    "locations": [
    "global",
    "us-central1"
    ]
    }
    With this configuration, Genesys Cloud searches the global and us-central1 regions.
  11. Click Save.
  12. Select the Details tab.
  13. To activate the integration, click Inactive. The Change Status dialog appears and asks you to confirm that you want to activate Google Cloud Dialogflow CX.
  14. Click Yes. The status changes to Active.