The greeting prebuilt component retrieves the caller's phone number (ANI), if available. If the phone number is retrieved, the component does a soft-authentication using the phone number, validating it against registered phone numbers. The agent then greets the end-user with a personalized message based on their account information.
Limitations
In addition to the common prebuilt component limitations, this prebuilt component has the following limitations:
- The component assumes that the customer phone numbers are maintained in a CRM (Customer Relationship Management) system or other service.
- Existing customers using an alternate phone number to contact will not be authenticated by this component.
Sample dialogs
The following sample dialogs demonstrate common scenarios handled by this prebuilt component. The sample dialogs demonstrate behavior when the component is called via telephony, which triggers the Default Welcome Intent and the first agent response at the start of the conversation.
Authenticated end-user
End-user is identified based on the calling number and receives a personalized greeting message.
| User input | Agent response |
|---|---|
| Hi [Caller First Name]. Thank you for contacting [Company Name], we are committed to your financial health. How may we assist you today? |
Unidentified end-user
End-user's calling number is not identified and end-user is greeted with the standard greeting message.
| User input | Agent response |
|---|---|
| Thank you for contacting [Company Name], we are committed to your financial health. How may we assist you today? |
Naming conventions
This prebuilt component uses the following naming conventions:
| Feature | Format | Example |
|---|---|---|
| Flow | [Component Name] | Greeting |
| Parameter | [param_name] | ani_auth |
| Webhook | prebuilt_components_[component_name]:[webhook_action] | prebuilt_components_greeting:get_account_details |
Input parameters
Input parameters are parameters that are used to configure certain behaviors of the component. The parameters will be used by one or more conditions within the flow to determine how the component should behave. Flow-scoped parameters must be set on the start page of the component as described below. Session-scoped parameters may be set either by a calling flow, or on the start page of this component.
This prebuilt component accepts the following input parameters:
| Parameter Name | Description | Input Format |
|---|---|---|
| $flow.company_name | Captures the name of the company which will be used dynamically in the Greeting prompt. | string |
To configure the input parameters for this component, expand for instructions.
- Open the Dialogflow CX Console.
- Choose your Google Cloud project.
- Select your agent.
- Select the Build tab.
- Click the imported component in the Flows section.
- Click the Start Page in the Pages section.
- Click the true Route in the Start Page.
- In the Route window, edit the Parameter Presets values as needed.
- Click Save.
Output parameters
Output parameters are session parameters that will remain active after exiting the component. These parameters contain important information collected by the component. This prebuilt component provides values for the following output parameters:
| Parameter Name | Description | Output Format |
|---|---|---|
| ani_auth | This parameter captures the result of ANI based authentication. By default, the value is false. | boolean |
| auth_level | Indicates the authentication level of the caller. By default, the value is null. -1 indicates that the user was not authenticated by their ANI. 0 indicates that the ANI authentication was a success. | integer |
Basic setup
To set up this prebuilt component:
- Import the prebuilt component.
- Configure the provided flexible webhook with your external services, see Webhook setup below.
Webhook setup
In order to use this component, you will need to configure the included flexible webhooks to retrieve needed information from your external services.
Get account details
The prebuilt_components_greeting:get_account_details webhook is used by the
component to identify the caller using their ANI. If the phone number of the
caller exists in the configured external service, then the relevant information
to personalize the experience is retrieved, including caller name and email.
API request parameters
The following parameters are provided by the component as inputs to the API request.
| Parameter Name | Description | Output Format |
|---|---|---|
| phone_number | Caller's phone number (ANI) | integer |
API response parameters
The following parameters are pulled from the API response to be used by the component.
| Parameter Name | Description | Output Format |
|---|---|---|
| user_first_name | End-user's first name, used to provide a personalized greeting. | string |
To configure the Get Account Details webhook for this component, expand for instructions.
- Open the Dialogflow CX Console.
- Choose your Google Cloud project.
- Select your agent.
- Select the Manage tab.
- Click Webhooks.
- Select the prebuilt_components_greeting:get_account_details webhook.
- Replace the URL in the Dialogflow Webhook URL field with the endpoint for the service you want to integrate with. Select the proper Method in the dropdown.
- Review and update the Request body to form the proper request format for your webhook.
- Review and update the Response configuration to extract specific fields from your webhook's response. Do not modify the parameter names, as these are required by the component to access the returned field values.
- Review and update the Authentication settings as needed.
- Click Save.
Complete
Your agent and its webhook should now be set up and ready to test.