Troubleshoot Google Cloud Dialogflow CX and ES integrations
If you experience difficulties configuring your Google Cloud Dialogflow ES or CX integration, review these troubleshooting tips to determine whether you should open a support case with Google, or a Genesys Cloud Customer Care case.
I have an agreement with Google for my Google Cloud Dialogflow service
Open a Google Cloud Dialogflow support case. For more information on Google support, review these articles:
I have an agreement with Genesys for my Google Cloud Dialogflow service
Common Google Cloud Dialogflow CX or ES errors
You may encounter Google Cloud Dialogflow service errors if a high number of interactions take the failure path, or if interactions encounter recognition issues.
Interaction takes the Failure path in Architect
The following metrics exceeded the configured number:
Review the Quotas section of your Google Cloud account.
If you exceed the quota, open a case with Google Cloud Dialogflow support.
Google Cloud Dialogflow ES only:
Review the conversation recording and make sure that the customer is not uttering the correct intent, or is using DTMF.
Make sure that you assign events for your Google Cloud Dialogflow bot to use when a caller does not respond to a prompt. For more information, see Configure Google Cloud Dialogflow intent behavior when the caller does not answer.
If the configured intent behavior does not correct the problem, open a case with Google Cloud Dialogflow support.
|Google services might be down.
Check the Google Cloud status dashboard.
Interaction encounters recognition issues
Calls do not go to the expected queue.
|The Google Cloud Dialogflow bot may encounter a tuning or recognition issue and the customer input did not match an intent. For example, your intent might be to perform an action when the customer says, “Yes,” but the customer actually says, “Yep” or “Yeah.”
Review the Training section of your Dialogflow bot and assess the quality of your trained intents. For more information, see Google Cloud Dialogflow’s Training phrases page.
If you adjust the intent and the problem persists, open a case with Google Cloud Dialogflow support.