The account balance prebuilt component checks a customer's authentication level, then provides account balance information to an authenticated customer. If the customer has multiple accounts, the component confirms the specific account the customer would like to retrieve account balance for. This component uses the Authentication prebuilt component to authenticate users.
Limitations
In addition to the common prebuilt component limitations, this prebuilt component has the following limitations:
- This component does not encrypt any data.
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.
Single account
End-user has a single account and is provided with the account balance.
| User input | Agent response |
|---|---|
| Agent authenticates user using Authentication prebuilt component | |
| Thank you, you have been successfully authenticated. | |
| Please wait while we are fetching your account details. Your balance associated with the account ending in 4567 is $50.00. |
Multiple accounts
End-user has multiple accounts; agent requests and confirms the last four digits of the account number and provides the account balance for that account.
| User input | Agent response |
|---|---|
| Agent authenticates user using Authentication prebuilt component | |
| Thank you, you have been successfully authenticated. | |
| Please wait while we are fetching your account details. We have found that there are 2 accounts associated with your number. Can you please help us with the last 4 digits of the account you are referring to? |
|
| 2002 | |
| The last four digits of the account number that we got are 2002, is that correct? | |
| yes | |
| Your balance associated with the account number ending with 2002 is $5000. |
Multiple accounts with context
End-user has multiple accounts, the referred account number is retained from previous intent, and is provided with the account balance.
| User input | Agent response |
|---|---|
| Please wait while we are fetching your account details. We have found that there are 3 accounts associated with your number. Are you looking for the account number ending with 4567? |
|
| Yes | |
| Your balance associated with the account number ending with 4567 is $50. |
Naming conventions
This prebuilt component uses the following naming conventions:
| Feature | Format | Example |
|---|---|---|
| Flow | [Component Name] | Account Balance |
| Component Specific Intent | prebuilt_components_[component_name]_[intent_name] | prebuilt_components_account_number_collection_four_digit_account_number |
| Webhook | prebuilt_components_[component_name]:[webhook_action] | prebuilt_components_account_balance:get_account_balance |
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 |
|---|---|---|
| $session.params.auth_level | (optional) Indicates the authentication level of the caller. | integer |
| $session.params.auth_level_req | Indicates the level of authentication needed before a user can access their account balance. This value is configured in the parameter presets of the page entry fulfillment in the check auth level page. By default this value is 1. |
integer |
| $session.params.account_auth_enabled | Indicates whether the user should be authenticated as an account holder as described in Authentication types. This value is configured in the parameter presets of the page entry fulfillment in the check auth level page. By default this value is true. |
boolean |
| $session.params.card_auth_enabled | Indicates whether the user should be authenticated as a card holder as described in Authentication types. This value is configured in the parameter presets of the page entry fulfillment in the check auth level page. By default this value is false. |
boolean |
| $session.params.phone_number | (optional) Customer's registered phone number used for authentication. | string |
| $session.params.account_count | (optional) Number of accounts associated with the authenticated user. | integer |
| $session.params.last_four_digit_of_account_number | (optional) Last four digits of the customer account number for which the balance needs to be provided. If the customer has a single account, this information is retrieved automatically post authentication. If the customer has multiple accounts, the specific account number is collected from the customer. | string |
| $flow.max_retry_acc_number | Specifies the number of retries allowed when collecting the last four digits of the end-user's account number. The default value is 3 |
integer |
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 |
|---|---|---|
| auth_level | Indicates the authentication level of the caller. | integer |
| phone_number | User's local phone number, without the country code, used to identify the user. | string |
| account_count | The number of accounts associated with the registered telephone number. These accounts include self-accounts and accounts for which the user has power of attorney. | integer |
| last_four_digit_of_account_number | If a user has a single account, the last four digits of the account number are returned. If a user has more than one account, the value of this parameter is the last four digits of the account number the user selected to receive account balance information for. | string |
| transfer_reason | This parameter indicates the reason the flow exited, if it was not successful. The returned value is one of:agent: the end-user requested a human agent at some point during the conversation.denial_of_information: the end-user declined to share information requested by the component.max_no_input: the conversation reached the maximum number of retries for no-input events. See no-input built-in events.max_no_match: the conversation reached the maximum number of retries for no-match events. See no-match built-in events.webhook_error: a webhook error occurred. See webhook.error built-in event. webhook_not_found: a webhook URL was unreachable. See webhook.error.not-found built-in event. |
string |
Basic setup
To set up this prebuilt component:
- Import the prebuilt component.
- Configure the provided flexible webhooks with configuration describing 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.
Authentication
If you have not previously configured external services required for authentication, you will need to configure them to enable authentication of users for this component. See Authentication webhook setup for detailed instructions.
Validate account
The prebuilt_components_account_services:validate_account webhook is used
by the component to verify that an account exists based on the user's
registered phone number and the last four digits of the account number provided.
The webhook also returns the account balance, if an account exists.
API request parameters
The following parameters are provided by the component as inputs to the API request.
| Parameter Name | Description | Input Format |
|---|---|---|
| $session.params.phone_number | User's local phone number, without the country code, used to identify the user. | string |
| $session.params.last_four_digit_of_account_number | The last four digits of the account number the user selected and confirmed to receive account balance information for. | string |
API response parameters
The following parameters are pulled from the API response to be used by the component.
| Parameter Name | Description | Output Format |
|---|---|---|
| account_found | Indicates whether an account with the provided last four digits exists for the user's registered account. | boolean |
| balance | The amount of the current balance on the account, if it exists. | number |
To configure the Validate account 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_account_services:validate_account webhook.
- Replace the URL in the Conversational Agents (Dialogflow CX) 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 webhooks should now be set up and ready to test.