The lost and stolen card prebuilt component authenticates the user, retrieves cards registered to the user, and allows the user to lock a card. After confirming their locked card, the component allows the user to enroll for an upgrade or reissue a new card. This component uses a customized version of the Authentication prebuilt component to authenticate cardholders.
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.
Unauthenticated user with single card
The agent identifies that the user has not been previously authenticated and collects information to verify that the user is a registered cardholder. Once the user has authenticated, the agent retrieves information about the single card registered to the user. The user confirms they would like to lock the card, the agent locks the card. Finally, the agent confirms the user's preferred card and delivery address and reissues a new card to the user.
| 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 card details. We have found your MasterCard ending in 4444. Do you want to lock your card permanently? |
|
| Yes | |
| Please tell us why you are locking your card. You can choose from the options like damaged, stolen, lost or others. | |
| I lost my card | |
| Thanks for your input. We will help you to lock your card permanently. Can you please confirm if the card ends with 4444? | |
| Yes | |
| Okay, before proceeding, we will send a code to your registered mobile number. Please tell us the code to validate the request. | |
| 123457 | |
| Okay, your card ending with 4444 will be permanently locked. Once locked, you will not be able to make any transactions online or on POS machines with that card. Do you confirm this action? | |
| Yes | |
| Your card was locked successfully. Your request number is 9761431 and has been shared successfully with your registered mobile number. Do you want to reissue a new card? | |
| Yes | |
| You are eligible for a platinum card. The annual fee is 97 dollars, and you can get annual bonuses and special benefits worth 494 dollars. Please click on the link sent to your registered mobile number to learn more. Do you want to enroll for this card? |
|
| Yes | |
| We will deliver the card to your registered address. Can you please confirm your delivery address zip code is 12345? | |
| Yes | |
| Okay, please wait for a few seconds while we are raising the request for reissuing a new card. The reissue request for the new card was successful. Your request number is 4643943 and has been shared successfully to your registered mobile number. The card will be delivered to your registered address in 3 working days. To use the card please follow the instructions shared with the card. |
Authenticated user with multiple cards
The agent identifies that the user has been previously authenticated and retrieves information about the cards registered to the user. The user selects a card that has been previously locked, so the agent allows the user to request a new card.
| User input | Agent response |
|---|---|
| Please wait while we are fetching your card details. We have found multiple cards registered with your number. We have a Visa ending in 1456, a MasterCard ending in 1457, a MasterCard ending in 1345, and a Visa ending in 3456 Please tell us the last 4 digits of the card you'd like to lock. |
|
| 1457 | |
| The last four digits of the card number that we got is 1457, is that correct? | |
| Yes | |
| The requested card is already in permanent locked status. Do you want to reissue a new card? | |
| Yes | |
| We will deliver the card to your registered address. Can you please confirm your delivery address zip code is 12345? | |
| Yes | |
| Okay, please wait for a few seconds while we are raising the request for reissuing a new card. The reissue request for the new card was successful. Your request number is 5423270 and has been shared successfully to your registered mobile number. The card will be delivered to your registered address in 3 working days. To use the card please follow the instructions shared with the card. Do you want to block any other card? |
|
| No that's all for me | |
| Okay, thank you for calling us. |
Naming conventions
This prebuilt component uses the following naming conventions:
| Feature | Format | Example |
|---|---|---|
| Flow | [Component Name] | Lost & Stolen Card |
| Entity Type | prebuilt_components_[component_name]_[entity_type] | prebuilt_components_lost_and_stolen_lock_reason |
| Webhook | prebuilt_components_[component_name]:[webhook_action] | prebuilt_components_lost_and_stolen_card:lock_card_ticket_number |
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 transaction history. 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 false. |
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 true. |
boolean |
| $session.params.phone_number | (optional) Customer's registered phone number used for authentication. | string |
| $session.params.card_count | (optional) Number of credit cards associated with the authenticated user. | integer |
| $flow.card_status_active | Specifies the value of the parameter returned by the Validate card webhook to indicate the selected card is currently active. By default the value is "active". |
string |
| $flow.card_status_lock_temp | Specifies the value of the parameter returned by the Validate card webhook to indicate the selected card is temporarily locked. By default the value is "inactive". |
string |
| $flow.card_status_lock_permanent | Specifies the value of the parameter returned by the Validate card webhook to indicate the selected card is permanently locked. By default the value is "blocked". |
string |
| $flow.max_retry_card_number | Specifies the number of retries allowed when collecting the last four digits of the credit card. The default value is 3. |
integer |
| $flow.max_otp_retry_count | Specifies the number of retries allowed when collecting the one-time password (OTP) from the user. 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 |
| card_count | The number of cards associated with the registered telephone number. | integer |
| last_four_digit_of_card_number | If a user has a single card, the last four digits of the card number are returned. If a user has more than one card, the value of this parameter is the last four digits of the card the user selected to lock or reissue a new card 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.
Get card details
The prebuilt_components_account_services:get_card_details webhook is used
by the component to get information about the card(s) registered to a user.
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 |
API response parameters
The following parameters are pulled from the API response to be used by the component.
| Parameter Name | Description | Output Format |
|---|---|---|
| last_four_digit_of_all_cards | List containing the last four digits of each card registered to the user, for example ["0000", "1111", "2222"]. Each element in this list represents the same card as the element with the same index in card_vendor_all. |
List (string) |
| card_vendor_all | List containing the credit card vendor for each card registered to the user, for example ["Visa", "Mastercard", "Discover"]. Each element in this list represents the same card as the element with the same index in last_four_digit_of_all_cards. |
List (string) |
| card_count | Number of cards associated with the authenticated user. | integer |
To configure the Get card details 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:get_card_details 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.
Validate card
The prebuilt_components_lost_and_stolen_card:validate_card webhook is used
by the component to get information about a specific card registered to a user's
account.
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_card_number | The last four digits of the card number the user requested to lock. | string |
API response parameters
The following parameters are pulled from the API response to be used by the component.
| Parameter Name | Description | Output Format |
|---|---|---|
| zip_code | Zip code registered to the user's account. | string |
| card_vendor | The credit card vendor for the selected card. | string |
| card_status | Indicates the current status of the card. By default, valid values are active, temporarily blocked, or permanently blocked. These statuses are specified by the parameters $flow.card_status_active, $flow.card_status_lock_temp, and $flow.card_status_lock_permanent. See input parameters. |
string |
| card_upgrade | Indicates whether an upgrade is available for the selected card. | boolean |
| card_upgrade_type | Specifies the type of card upgrade available, for example "gold" or "platinum". If card_upgrade is false, this parameter is not required. |
string |
| card_upgrade_annual_fee | Specifies the dollar amount of the annual fee required for the card upgrade, for example 150. If card_upgrade is false, this parameter is not required. |
number |
| card_upgrade_benefit | Specifies the dollar amount of benefits available for the card upgrade, for example 450. If card_upgrade is false, this parameter is not required. |
number |
| reissue_status | Indicates whether a new card has been reissued for this card. | boolean |
| dispatch_status | Indicates whether the reissued card has been dispatched to the registered address. If reissue_status is false, dispatch_status must be false. |
boolean |
| card_estimated_duration | Estimated amount of time for new card delivery, for example "2 days" or "24 hours". If reissue_status is false, this parameter is not required. |
string |
To configure the Validate card 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_lost_and_stolen_card:validate_card 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.
Lock card
The prebuilt_components_lost_and_stolen_card:lock_card_ticket_number webhook
is used by the component to create a request to lock a selected card.
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_card_number | The last four digits of the card number the user requested to lock. | string |
| $flow.lock_type | Indicates the type of lock to be applied to the user's card. By default, this component supports permanent locks for lost and stolen cards. Valid lock types are specified by the parameters $flow.card_status_active, $flow.card_status_lock_temp, and $flow.card_status_lock_permanent. See input parameters. |
string |
| $flow.lock_reason | Indicates the reason the user requested the card to be locked. Valid values are defined by the prebuilt_components_lost_and_stolen_lock_reason custom entity. By default "damaged", "stolen", "lost", and "others" are supported. |
string |
API response parameters
The following parameters are pulled from the API response to be used by the component.
| Parameter Name | Description | Output Format |
|---|---|---|
| ticket_number | The ticket number for the created lock card request. | integer |
To configure the Lock card 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_lost_and_stolen_card:lock_card_ticket_number 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.
Reissue card
The prebuilt_components_lost_and_stolen_card:reissue_card_number webhook is
used by the component to create a request to reissue a new or upgraded card.
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_card_number | The last four digits of the card number the user requested to lock. | string |
| zip_code | Zip code registered to the user's account. | string |
| card_upgrade | Indicates whether the user selected to upgrade their card. | boolean |
| card_upgrade_type | Specifies the type of card upgrade selected by the user, for example "gold" or "platinum". If card_upgrade is false, this parameter is not required. |
string |
API response parameters
The following parameters are pulled from the API response to be used by the component.
| Parameter Name | Description | Output Format |
|---|---|---|
| acknowledgement_number | The ticket number for the created reissue card request. | integer |
To configure the Reissue card 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_lost_and_stolen_card:reissue_card_number 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.