Enable Dialogflow runtime integration

Dialogflow runtime integration allows you to integrate data from other Dialogflow-powered Contact Center AI services into CCAI Insights. These services also include Agent Assist and Virtual Agents. After you enable the integration, you can view conversations created in Agent Assist and Virtual Agent in CCAI Insights. To learn more about this feature, see the Concepts documentation.

Prerequisites

  1. Contact your Google support specialist to be added to the Dialogflow runtime integration feature allowlist.
  2. Follow the instructions on the before you begin page to enable CCAI Insights for your GCP project.
  3. Make sure to create a service account and download the private JSON key file. You will need this file to authorize the integration. The service account associated with your project should be granted the Dialogflow API Admin role in order to authorize the integration.
  4. Authorize the integration by turning on the CCAI Insights export feature:

    export GOOGLE_APPLICATION_CREDENTIALS=PATH
    curl -H "Content-Type: application/json" \
         -H "Authorization: Bearer $(gcloud auth application-default print-access-token)" \
         -X PATCH https://dialogflow.googleapis.com/v2beta1/projects/PROJECT/securitySettings?update_mask=insights_export_settings \
         --data '{"insights_export_settings": {"enable_insights_export": true}}'
    

Create a conversation in Agent Assist and view it in CCAI Insights

  1. Create a conversation profile using the Agent Assist Console by following the tutorial instructions Do not enable the virtual agent option.
  2. (Optional) Test the performance of your conversation profile using the Agent Assist Simulator.
  3. Follow the instructions to create a Smart Reply conversation. Handling conversations at runtime requires direct API calls. These actions cannot be carried out using the Agent Assist Console. Make sure that you complete the conversation before moving on. Only completed conversations are visible in CCAI Insights.
  4. Navigate to the CCAI Insights Console.
  5. Enter the project ID that you used to create the Agent Assist conversation above and view this conversation in CCAI Insights. The CCAI Insights conversation name will be the same as the conversation name in Agent Assist.

Create a conversation in Virtual Agents and view it in CCAI Insights

  1. Create a Virtual Agent and optionally import sample data to your agent.
  2. The remaining steps are the same as creating a conversation in Agent Assist, with the exception that you must enable the virtual agent option when you create a conversation profile in order for the profile to use your newly-created agent.

Troubleshooting

For help with issues related to Dialogflow Runtime Integration, see the Troubleshooting page.