Dialogflow

Dialogflow is Google's conversational AI platform for building chatbots. Connecting your Dialogflow ES agent to Resool lets it answer customers' incoming messages on your connected channels, such as WhatsApp, Messenger, Instagram and website chat. When the agent can't help, because it hits a fallback intent or an intent meant for a human, the conversation is handed to your team in the Inbox.

#What you can do with Dialogflow

• Answer messages automatically: each incoming text message is sent to your agent, and the agent's reply is sent back to the customer.
• Hand over to your team: a fallback intent, or an intent or action named like "human", "agent" or "handover", stops the bot and leaves the conversation for your team. Resool adds a note to the conversation saying which intent handed it over.
• Answer in the customer's language: the contact's Language field is used when it's set; otherwise the language you choose when connecting.

#Before you begin

• You need a Dialogflow ES agent in a Google Cloud project, and a Google account that can access that project. Dialogflow CX agents aren't supported.
• In Resool, only workspace Owners and Admins can connect apps.

#How to connect Dialogflow to Resool

1. Go to Settings › Apps and open the Automation tab.
2. On the Dialogflow card, click Connect.
3. The Connect Dialogflow dialog lists what Resool will be able to do: see your Google email address and Google Cloud project list, send customers' incoming text messages to your agent, reply with the agent's fulfillment text, and hand the conversation over on a fallback or "human" intent. Click Continue.

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Settings › Apps › Dialogflow › Connect

The "Connect Dialogflow" dialog with the description, the "After you approve on Dialogflow, Resool will be able to:" list (four items), the note about signing in with Google and picking the agent, and the Cancel and Continue buttons.

File: screenshots/dialogflow-connect-dialog.png

1. Sign in with Google in the window that opens and allow access.
2. Back in Resool, the Choose your Dialogflow agent dialog opens. It lists the Google Cloud projects of your account that have a Dialogflow ES agent.
3. Pick the Agent, then the Language of your audience. The language defaults to the agent's own default language.
4. Click Choose agent. You see Dialogflow is answering with {agent}.

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Settings › Apps › Dialogflow (right after Google sign-in)

The "Choose your Dialogflow agent" dialog with an agent selected (agent name and project ID), Language set to English with its hint, and the Cancel and Choose agent buttons.

File: screenshots/dialogflow-choose-agent.png

If you close the dialog without choosing, the card shows Setup needed with Pick the agent to start answering messages. Click Manage to finish.

#Which conversations Dialogflow answers

Dialogflow answers an incoming message when all of these are true:

• The message contains text.
• The conversation isn't assigned to a teammate or an AI agent.
• The conversation hasn't already been handed over by Dialogflow.
• No workflow is waiting for this customer's reply. A workflow that's waiting (for example after Ask a question) gets the reply first.

When Dialogflow answers a message, workflows that start on a new conversation or an incoming message don't start for that message. When it hands over, your assignment rules and workflows run as usual, so the conversation can be routed to the right team.

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Inbox › a conversation answered by Dialogflow

A WhatsApp conversation with two bot replies from Dialogflow, the customer asking for a person, and the note "Dialogflow handed over to the team (intent: human)".

File: screenshots/dialogflow-inbox-handover.png

#How to change the agent or language

1. Go to Settings › Apps and click Manage on the Dialogflow card.
2. Choose another Agent or Language and click Choose agent.

#How to disconnect Dialogflow

1. Go to Settings › Apps and click Disconnect on the Dialogflow card.
2. Confirm in the Disconnect Dialogflow? dialog.

Dialogflow stops answering right away, and new messages follow your usual workflows and assignment.

#FAQ and troubleshooting

#"No Dialogflow ES agent found for this Google account."

What you can do:

• Create an ES agent in the Dialogflow console, then click Manage on the card.
• Disconnect and connect again with the Google account that owns the agent's project.

#The card shows "Not answering" with "Last error".

The last call to your agent failed, and the card shows Google's error. Common causes are a disabled Dialogflow API, a deleted agent or removed access.

What you can do:

• Check the agent and the Dialogflow API in Google Cloud.
• Click Manage and choose the agent again, or disconnect and reconnect.

The badge clears after the next successful answer.

#Dialogflow doesn't answer a conversation.

The conversation is probably assigned to someone, assigned to an AI agent, or was already handed over. Dialogflow also skips messages without text, such as images or voice notes.

#How do I make the bot hand over on purpose?

Create an intent (or action) named "human", "agent" or "handover", for example triggered by "talk to a person". If the intent has a response, it's sent before the handover.

#What's next?

• AI agents
• AI agent handoff and testing
• Workflows overview
• Getting started with apps