Google Cloud Dialogflow ES quick start guide

Prerequisites

• A Google Cloud Platform account
• Review Quickstart: Setup page for Google Cloud Dialogflow ES

To create the Google Cloud Dialogflow ES platform service account credential, perform the following steps:

1. In the Google Cloud Platform console, create a new project and then create a service account for the project. 
2. Grant the following roles to the service account:
   • Dialogflow API Client
   • Dialogflow API Reader
3. Create a service account key and download the JSON version of it.  

Google documentation:

• Creating and managing service accounts
• Creating and managing service account keys
• Granting roles to service accounts

To install Google Cloud Dialogflow ES in your org, perform the following steps:

1. Log in to Genesys Cloud for the org in which you want to add Google Cloud Dialogflow ES:
   1. Select the appropriate organization.
   2. Enter your email address and password.
   3. Click Log in.
2. Click Admin.
3. Under Integrations, click Integrations.
4. Click Integrations .
5. In the Search box, type Google Cloud Dialogflow. The card for Google Cloud Dialogflow appears.
6. Click the Google Cloud Dialogflow card. Information about the app appears.
7. Click Install.

Google Cloud Dialogflow ES is now available to configure and activate from Genesys Cloud’s Admin > Integrations > Integrations page. 

Learn more:

• Google Cloud Dialogflow ES integration overview
• Install the Google Cloud Dialogflow ES integration from Genesys AppFoundry
• About the AppFoundry

Prerequisites

• Edge and Media Tier version 1.0.0.8398 or later
• The previously downloaded service account key JSON file

To configure the Google Cloud Dialogflow ES platform service account credential, perform the following steps:

1. In Genesys Cloud, open the Admin menu and navigate to Integrations. Then, search for and open the Google Cloud Dialogflow ES integration.
2. On the Google Cloud Dialogflow ES integration page, click the Configuration tab.
3. Click Credentials, and then click Configure.
4. Open the Google Cloud Dialogflow ES JSON service account key file that you downloaded previously.
5. 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 Genesys Cloud’s Client ID field.
   2. Copy the “client_email” value from the JSON file into Genesys Cloud’s Client Email field.
   3. Copy the “private_key_id” from the JSON file into Genesys Cloud’s Private Key ID field.
   4. Copy the “private_key” value from the JSON file into Genesys Cloud’s Private Key field.
      Note: Ensure that you copy all 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.
6. Click OK.

Learn more:

• Configure the Google Cloud Dialogflow ES platform service account credential
• Google Cloud Dialogflow FAQs

Google documentation:

• Creating and managing service accounts
• Creating and managing service account keys
• Granting roles to service accounts

1. In the Status column, click Inactive. The Change Status dialog box opens.
2. Click Yes. The Google Cloud Dialogflow ES integration status changes to Active.

Click the image to enlarge.

Learn more:

• Enable the Google Cloud Dialogflow ES integration
• Google Cloud Dialogflow FAQs

Prerequisite

• A Google Cloud Dialogflow bot configured in the Google Cloud Dialogflow ES console. For more information, see the Google Cloud Dialogflow ES documentation.

To create an Architect flow, perform these steps:

1. In Genesys Cloud, click Admin.
2. Under Architect, click Architect. The Architect home page appears.
3. From the Architect home page, click or hover over the Flows menu and choose the appropriate flow type.
4. Click Add . The Create Flow dialog box opens.
5. In the Name field, enter a unique name for the flow.
6. (Optional) In the Description field, include a short sentence or phrase to describe this flow.
7. Click the Default Language list and select the flow’s default supported language.
8. Click the Divisions list and select the division in which to place the flow.
9. Click Create Flow. The flow configuration page opens.

1. From the Architect toolbox, expand the Task category and drag a Task action into the Reusable Tasks area.
2. Click Set this as the starting task.
3. Name the task.
4. Under Initial Greeting, assign a prompt or text-to-speech.
5. Click Click to open.

1. From the Architect toolbox, expand the Data category and drag a Call Dialogflow bot action beneath the Start action.
2. In the Call Dialogflow Bot panel, perform these steps:
   1. (Optional) Rename the Call Dialogflow action.
   2. Select the previously configured Dialogflow ES agent. In this example, we use MyDialogflowBot.
3. Under Intents > OrderFlowers, use variables to set the number of flowers, delivery address, delivery date, and type.

Example:

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1. From the Architect toolbox, expand the Audio category and drag a Play Audio action below the Order Flowers path.
2. Add a prompt or text-to-speech that thanks the customer for the flower order.
3. Expand the Transfer category and drag a Transfer to ACD action below the LiveAgent path.
4. Configure the Transfer to ACD action for the following options:
   • The queue to transfer the customer when they want to speak to a live agent.
   • (Optional) Pre-transfer and failed transfer audio.
   • (Optional) Routing priority, preferred agents, and language skills.
   • (Optional) Failure outputs.

Example:

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As the following image demonstrates, we also configure the Google Cloud Dialogflow ES bot and associated flow to include a car rental option. This example also includes an Architect Call Data action, for which we configure success, failure, and timeout paths.

Click the image to enlarge.

Learn more:

• Inbound flows overview
• Work with inbound flows
• Create an inbound flow
• Task and state editor actions
• Genesys Cloud Architect’s Call Dialogflow Bot action
• Google Cloud Dialogflow FAQs

Prerequisites

This task requires the following permissions:

• Architect > Flow > View
• Telephony > Plugin > All

To configure the call route entry, perform the following steps:

1. In Genesys Cloud, click Admin.
2. Under Routing, click Call Routing.
3. Click Add . 
4. In the Name field, type a unique call routing name. This name appears in your list of entries on the Call Routing page.
5. To add phone numbers to associate with the configuration, do the following:
   
   1. Under Addresses, click Add .
   2. Type the complete telephone number string in numeric format only.
   3. Click Submit.
6. Repeat step 5 to add more telephone numbers.
7. Click Save.

To always route to a single flow, do the following:

1. Under Regular Routing, ensure that the Use Schedule Based Routing toggle is disabled.
2. Click the All Calls list, type the first few letters of the published flow that users enter when they dial the associated number or numbers, and select it from the list.
3. Click Save. A message appears, indicating that your entry saved. Your entry may take a few minutes to appear in search results.  

Note: Only flows previously published in Architect appear in this list. You cannot associate a call route configuration with an unpublished flow.

Learn more:

• Add a call route
• About Genesys Cloud Voice
• Purchase DID numbers
• Purchase toll-free numbers