Conversation profiles provide some important characteristics about conversations between end-users and agents. They can be created in conjunction with either Dialogflow CX Phone Gateway integration or Agent Assist. The Dialogflow CX Phone Gateway conversation profiles are relevant if you want to use Call companion. Agent Assist conversation profiles can be linked to either Conversational Agents (Dialogflow CX) or Dialogflow ES agents in the Agent Assist console.
To see a list of conversation profiles that have already been created for the
agent and to create new ones, click the Manage tab and then
Conversation profiles. Your agent must be in the global region, otherwise
the Conversation profiles option will not appear in the menu.
The following fields are required to create a new conversation profile associated with the agent:
- Display name: Display name for the conversation profile.
- Language: Language for the conversation profile.
- Enable call companion: Enable this to use call companion for Dialogflow Phone Gateway. You can create the conversation profile without enabling this field, but the conversation profile will only be available for use with Agent Assist, not the Conversational Agents (Dialogflow CX) agent.