Troubleshooting Dialogflow runtime integration

If you have enabled Dialogflow runtime integration but the CCAI Insights console doesn't display conversations that were created in Dialogflow, take the following steps to troubleshoot.

• Make sure that you have completed all of the feature Prerequisites.

• Check whether you are using project-wide or agent-specific security settings.

• Run the following curl command to list all available security settings in your Dialogflow project.

  curl -H "Content-Type: application/json" \
      -H "Authorization: Bearer $(gcloud auth application-default print-access-token)" \
      -H "x-goog-user-project: PROJECT" \
     'https://LOCATION-dialogflow.googleapis.com/v3/projects/PROJECT/locations/LOCATION/securitySettings'

• Run the following curl command to set your Dialogflow SecuritySettings. You should have enable_insights_export set to true. Default security settings should use SECURITY_SETTINGS=v2.

  curl -H "Content-Type: application/json" \
      -H "Authorization: Bearer $(gcloud auth application-default print-access-token)" \
      -H "x-goog-user-project: PROJECT" \
      -X PATCH https://LOCATION-dialogflow.googleapis.com/v3/projects/PROJECT/locations/LOCATION/securitySettings/SECURITY_SETTINGS?update_mask=insights_export_settings \
      --data '{"insights_export_settings": {"enable_insights_export": true}}''

• If you want to save the audio recordings for playback, run the following curl command to set the name of your Cloud Storage bucket and the format of your audio files.

  curl -H "Content-Type: application/json"\
      -H "Authorization: Bearer $(gcloud auth application-default print-access-token)" \
      -H "x-goog-user-project: PROJECT" \
      -X PATCH https://LOCATION-dialogflow.googleapis.com/v3/projects/PROJECT/locations/LOCATION/securitySettings/SECURITY_SETTINGS?update_mask=audio_export_settings\
      --data '{"audio_export_settings":{"gcs_bucket": "BUCKET","audio_format": "FORMAT"}}

• Make sure that some Dialogflow conversations have transpired after you enabled runtime integration. Dialogflow runtime integration does not apply retroactively to conversations.

• Check the Cloud Monitoring Metrics Explorer to view metrics specific to the integration. Look for Resource Type Contact Center AI Insights Environment and Metric Notifications From Contact Center AI Runtime. This metric shows whether Dialogflow is actually notifying CCAI Insights when conversations transpire.

• Check the Logs Explorer to find where something went wrong.

• If none of the previous steps resolve your issue, reach out to your Google representative. You can send support requests and feedback directly to them.

Note: If you are filing a bug, include the results of the following two curl commands in your bug.

curl -H "Content-Type: application/json"\
     -H "Authorization: Bearer $(gcloud auth application-default print-access-token)"\
     -H "x-goog-user-project: PROJECT"\
    'https://LOCATION-dialogflow.googleapis.com/v3/projects/PROJECT/locations/LOCATION/securitySettings'

curl -H "Content-Type: application/json"\
     -H "Authorization: Bearer $(gcloud auth application-default print-access-token)"\
     -H "x-goog-user-project: PROJECT"\
    'https://LOCATION-dialogflow.googleapis.com/v3/projects/PROJECT/locations/LOCATION/agents/AGENT-ID'