Google Dialogflow ES
Google Dialogflow ES is a natural language understanding platform that makes it easy to design and integrate a conversational user interface into a mobile app, web application, device, bot, interactive response system, and so on. Using Dialogflow ES, one can provide new and engaging ways for users to interact with your product.
Note
Dialogflow ES has two versions v1.1 and v1.0
v1.0 uses the v2 version APIs
v1.1 uses the v2beta1 version APIs.
If you want to use the Knowledge[beta] agent feature of a Dialogflow ES and send additional query parameters to Dialogflow ES agent, it is mandatory to use v1.1, and for all the other use-cases you can use either v1.1 or v1.0
Note
To use v1.1, you must enable the Beta Features and APIs toggle button for the Dialogflow project from Project Dashboard.
Pre-requisites
- Google Cloud project - In case of a project that is not live, you will be required to add test Gmail accounts to utilize the node.
- Dialogflow Bot configuration- Intent, Entities, Query parameters, Actions and so on should be pre-configured within the Dialogflow bot platform.
- Dialogflow bot should be linked to a specific Google cloud project within the bot platform.
- OAuth configuration - User should create a set of OAuth credentials within their GCP, additionally user should also mention Webex Connect’s callback URL within the GCP client credentials section.
- Agent Handover - User should create an Intent in Google Dialogflow to recognize the Webex Connect specific values.
Dialogflow Node – Detect Intent
Webex Connect Dialogflow ES node currently lists the Detect Intent capability as a method within the node. The Detect Intent method utilizes an in-place Google Dialogflow ES bot to process a natural language query and return structured, actionable data as a result for e.g. agent handover, query parameters, action fields etc.
Authorization
By selecting the Method as Detect Intent, user can select/add authorization.
To configure a new authorization user should enter the Client Id and Client secret of their GCP project. This can be created within APIs and services --> Credentials --> Create Credentials --> OAuth client Id. Under ‘Create OAuth Client ID’ select application type as ‘Web application’ and add Webex Connect redirect URI mentioned within the Add authorization pop-up in Dialogflow ES node.
Note:
For more details on how to add authorization on Google Dialogflow ES, refer to the Dialogflow ES documentation.
Callback URLs for all your pre-built integrations, custom integration configurations, that use OAuth 2.0 authorization with ‘Auth Code’ Grant Type will be updated with Webex Connect branded URLs. This doesn’t impact functioning of any of your existing integration configurations until the Refresh Token for that integration expires or until you decide to reauthorize. In either of these two cases, you would need to start using the new Callback URL provided on Webex Connect UI in the third-party application you have integrated with. Another example of this is OAuth 2.0 based authentication for Gmail when using SMTP for Outbound Email channel configuration which is currently available only for Webex Connect tenants used for Webex Contact Center Integration.
Please make sure your applications, firewalls, etc. do not restrict access to these new Callback URLs in case you have an internal policy/practice to add these URLs to the allow/accept/allowed list.
The authorization configured is an OAuth with Google Cloud Project wherein the user will be prompted to sign in with their Gmail account.
Configuring OAuth Consent Screen
User should configure the following in the OAuth consent screen:
- In the App information, enter your app name and email address of the user in the respective fields and click Save and Continue.
- Publishing Status - Select the relevant status. The available options are:
- Testing - indicates that the app is still in the testing phase. In this status the number of users is limited up to 100.
- In production - indicates that the app is published and is available in production. In this status any user with a Google account can access the app. Based on the configuration of your app, additional verification may be required.
- User Type - The available options are:
- External - Based on the publishing status, any user with a Google account can access the app. It is mandatory to select external.
- Internal - App is only available to internal users within your organization.
Scopes - To configure scopes, click here. Click Save and Continue.
Note
Dialogflow ES node will requires two scopes to fetch list of Agents. They are:
For more information on Dialogflow ES scope please visit
- Test users - You can set your publishing status to Testing or In Production based on your requirement. If you select it as Testing, only the test users can make the API calls to the app. It is mandatory to add the users who will test the app using +Add Users. Click Save and Continue.
Authorization Expiry for GCP
Authorization is only valid for a seven day period for test users and would need to be refreshed again after expiry. To refresh, user should first remove access to the GCP from his Gmail account and request again.
Note
At this moment the node is only accessible for test users, please get in touch with your support contact to raise a request for an 'in-production' project.
Agent Handover
User should define a separate intent in the Google Dialogflow ES Bot to handle Agent Handover. When the intent is matched the node will recognize the below mentioned action field and route it to the agent handover node edge.
The following procedure explains how to create an Intent in Agent Handover:
- Create a new intent for Agent handover functionality.
- Enter LIVE_AGENT_HANDOVER in the Actions and parameters.
- Click Save.
Following is the list of Input Variables, Output Variables and Node Outcomes that will be used within Dialogflow node:
| Input Variables | Output Variables | Node Outcomes | Versions |
|---|---|---|---|
| Project ID Is a drop-down field which when the user clicks fetches the available list of Dialogflow ES Bots within their Gmail account. Select ‘Dynamic’ to provide the project ID value during runtime. Session ID This field is required. You create a session Id at the beginning of a conversation and use it for each turn of the conversation. Once the conversation has ended, you discontinue using the session. You should not use the same session for concurrent conversations with different end-users. A session remains active and its data is stored for 30 minutes after the last request is sent for the session. Language code Is a drop-down field with an option to provide dynamic variables. Select ‘Dynamic’ to provide the language code value during runtime. Input Message Enter the text. Maximum length of text is upto 256 characters. Add Query Parameters (Toggle Button) - to send query parameters to Dialogflow ES Complete Object - Select this to pass the total JSON object at one go i.e a variable that contains the JSON. Note: When a JSON object is pasted in the Query Parameter JSON Object, the replacement of values by variables is not supported in runtime of the flow. It is mandatory to add a JSON object or a variable before the a node is created. Individual Parameters - Select this to configure each object and pass the parameters individually | Response ID The unique identifier of the response. It can be used to locate a response in the training example set or for reporting issues. Fulfillment text The text to be pronounced to the user or shown on the screen. Session ID This field is required. You create a session Id at the beginning of a conversation and use it for each turn of the conversation. Once the conversation has ended, you discontinue using the session. You should not use the same session for concurrent conversations with different end-users. A session remains active and its data is stored for 30 minutes after the last request is sent for the session. Parameters Object (Struct format)The collection of extracted parameters. Output Contexts The collection of output contexts. If applicable, outputContexts.parameters contains entries with name .original containing the original parameter values before the query. Intent The intent that matched the conversational query. Some, not all fields are filled in this message, including but not limited to: name, displayName, endInteraction and isFallback. Language code The language that was triggered during intent detection. See Language Support for a list of the currently supported language codes. All required params present This is boolean value. This field is set to 'false' if the matched intent has required parameters and not all of the required parameter values have been collected. This field is set to 'true' if all required parameter values have been collected, or if the matched intent doesn't contain any required parameters. Intent detection confidence This accepts only numeric value. The intent detection confidence. Values range from 0.0 (completely uncertain) to 1.0 (completely certain). This value is for informational purpose only and is only used to help match the best intent within the classification threshold. This value may change for the same end-user expression at any time due to a model retraining or change in implementation. Action This accepts String. The action name from the matched intent. Cancel slot filling This is boolean value. This indicates whether the conversational query triggers a cancellation for slot filling. Intent identifier Intent parameters Optional. The collection of parameters associated with the intent. Intent end interaction This is boolean value. Optional. Indicates that this intent ends an interaction. Some integrations (e.g., Actions on Google or Dialogflow ES phone gateway) use this information to close interaction with an end user. Default is false. Intent is fallback This is boolean value. Optional. Indicates whether this is a fallback intent. Intent live agent handoff This is boolean value. Optional. Indicates that a live agent should be brought in to handle the interaction with the user. In most cases, when you set this flag to true, you would also want to set endInteraction to true as well. Default is false. Response payload Full response payload will be captured as part of this output variable. | Success Agent handover Use this node outcome within flows to handover any interaction to a live agent. Error | Add Query Parameters (Toggle Button) is available in v1.1 |
Updated 3 months ago