Troubleshooting

Dialogflow runtime integration

Dialogflow conversations not appearing in CCAI Insights

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.
  • Run the command below to make sure that your Dialogflow SecuritySettings have enable_insights_export set to true:

    export GOOGLE_APPLICATION_CREDENTIALS=PATH
    curl -H "Content-Type: application/json" \
         -H "Authorization: Bearer $(gcloud auth application-default print-access-token)" \
    https://dialogflow.googleapis.com/v2beta1/projects/PROJECT_ID/securitySettings'
  • Make sure that some Dialogflow conversations have transpired after you enabled runtime integration. Dialogflow runtime integration does not apply retroactively to conversations that have already transpired.

  • 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.

  • If none of the previous steps resolve your issue, reach out for support.