Google Dialogflow CX Connection

Connecting CallTrackingMetrics (CTM) with a Dialogflow CX Agent introduces a streamlined approach, allowing your team to utilize a unified platform for various activities. This combination enhances operational efficiency by consolidating functions into a cohesive framework. Dialogflow CX is available on the Sales Engage and Enterprise plans.

By connecting the CTM system with Dialogflow CX Agent, you establish a seamless channel for communication and information flow. This synergy creates an environment where customer interactions, data management, and strategic insights converge effortlessly. Dialogflow CX, known for its ability to handle multiple conversations simultaneously, serves as a natural language understanding module, comprehending human language intricacies such as context and intent.

This integration optimizes resource allocation, leading to quicker issue resolution and personalized customer experiences. Going beyond traditional methods, this collaboration between CTM and Dialogflow CX creates a dynamic setting where your team can achieve heightened efficiency and customer satisfaction.

The below steps guide configurations to allow your Google Cloud Project and Dialogflow CX Agent to interact with CTM. 

Prerequisites:

  1. Set up a Google Cloud Project.
  2. Set up your Dialogflow CX agent within your Google Cloud Project.
  3. Create your Conversation Profile (Note: you MUST complete steps 1 and 2 before this step).
    1. You must have Enable Dialogflow on
    2. There should only be one DialogFlow CX agent tied to this Conversation Profile - i.e. the one from Step 2
  4. Additional configuration will be required for Voice support, see below for further instructions.
  5. Additional configuration will be required for Chat support, see below for further instructions.

Voice:

Grant virtualagent-ccai-prod@dialogflow-prod-env.iam.gserviceaccount.com permissions to communicate with your Google DialogFlow project:

  1. Login into your GCP console.
  2. Select the Google Project in which you configured your Dialogflow Agent.
  3. Navigate to IAM & Admin > IAM from the left navigation.
  4. Click +Add near the top of the page.
  5. Add virtualagent-ccai-prod@dialogflow-prod-env.iam.gserviceaccount.com as a member (ie. under “New principals”) with the following roles:
    1. Dialogflow API Reader
    2. Dialogflow API Client

Chat:

Grant google-prod-service-account@ctmapp-2014.calltrackingmetrics.com.iam.gserviceaccount.com permissions to communicate with your Google DialogFlow project:

  1. Login into your GCP console.
  2. Select the Google Project in which you configured your Dialogflow Agent.
  3. Navigate to IAM & Admin > IAM from the left navigation.
  4. Click +Add near the top of the page.
  5. Add google-prod-service-account@ctmapp-2014.calltrackingmetrics.com.iam.gserviceaccount.com as a member (ie. under “New principals”) with the following roles:
    1. Dialogflow API Reader
    2. Dialogflow API Client
    3. Dialogflow Intent Admin

Once the above steps are completed you may then proceed to complete the setup within CallTrackingMetrics by going to https://app.calltrackingmetrics.com/dialogflow

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