In this page we explain how to create a Dialogflow project and obtain all the information necessary to configure the Cally Square block and the application for the Chat, SMS, Openchannel and WhatsApp Connector channels.
For example, you can let a chat or an open channel interaction be managed by a Bot (according to Intents, Entities and Fallback Rules defined on Dialogflow) and make your Agent chime in conversation only when needed.
Configure Google Cloud
Create a Cloud Platform Project
Open Google Cloud Platform and enable Dialogflow API for your project and in order to configure DialogflowV2 application, you need to generate a Service Account.
You need to create a project in Google Cloud platform as described in this documentation. In Dialogflow console, you need also to create an agent: to do this follow this documentation.
After your agent is created you will be able to retrieve the API Keys to be used in the XCALLY Dialogflow application.
[Remember to enable billing for your the project as described here].
Dialogflow Key
From the Service account list, select New service account (defining a name) or choose a creating project and go on Service Accounts section
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Choose a project
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Keys section to create new keys
You can select key type for the private key (among JSON and P12 type)
By selecting JSON, the system downloads JSON file on computer with information to insert on configuration
In fact by opening the JSON file you can copy from here (without apices):
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Project ID
Client email
Private Key
This fields will be inserted in XCALLY Block configuration
Configure XCALLY Motion application
In this chapter you will find out how to use the account created in the previous steps.
Cally Square block configuration
Project ID: copy and paste the Project ID value from Dialogflow Agent settings described before
Client Email: client_email property in the JSON file
Private Key: private_key property in the JSON file
Language: agent language
Welcome Message (optional)
From Advanced section you can copy website script to add it on website.
Dialogflow API Keys
Insert your Dialogflow Client access token inside the XCALLY Dialogflow application Key field:
Dialogflow Intents
After the agent is created, you can proceed with your Intent creation on Dialogflow account (explore official documentation): basically intents define the expected customer questions (named Training phrases) and related Bot answers (Text responses).
So based on customer phrases, the bot will answer in a different way.
Dialogflow Intents - Image
XCALLY supports image as Dialogflow Intents Response.
From Dialogflow Menu, select Intents
Add Slack as Response Integration
Choose Image as Slack Response
Moreover remember to set on Dialogflow the intent "end of conversation", that will be considered as the end of the customer-bot interaction before to end the session or connect the customer to an agent, according to your action flow rules.
For example after end of conversation intent, dialogflowV2 is considered ended and action goes on on next application (e.g. Queue so interaction goes to agent management).
The agent will take the bot place from that moment on and open the whole interaction history.
It’s possible to create a Default Fallback Intent (explore here documentation), so if customer asks for something not present in created intents, the system answers with Default fallback e.g. “I didn't get that. Can you say it again?”
