DialogflowCX

The DialogflowCX element can be used to engage the Google Dialogflow CX services. The DialogflowCX element is located under the Virtual Assistant Voice group in the Call Studio Elements. This element is an extension of the Form element and it engages the special resource on VVB called Speech Server to communicate with the Dialogflow Server.

Note

 

  • The DialogflowCX element works with both Cisco DTMF and Nuance adaptors.

  • The DialogflowCX element supports both Speech and DTMF inputs.

Settings

Name (Label)

Type

Required

Single Setting Value

Substitution Allowed

Default

Notes

Config ID

String

No

true

true

None

Config ID is generated in Webex Control Hub as part of Virtual Agent–Voice onboarding.

If no Config ID is provided, the default config is fetched from the Control Hub.

Important

 

The default config in the Control Hub must point to the CX project.

Secure Logging

Boolean

Yes

true

true

false

Indicates whether logging of potentially sensitive data of the element is enabled. If set to,true the element's output data (query text, fulfilment text, and json) received from Google gets masked.

Element Data

Element Data

Type

Notes

query_text

String

Transcription of the user utterance received as a response from Google ASR. This field is auto-populated.

fulfilment_text

String

Fulfillment text returned by Dialogflow CX. Multiple response text messages are concatenated as a single string value.

json

String

Contains raw JSON response as received from Google Dialogflow CX.

Note

 

Use this element data for debug purposes only.

is_endof_session

Boolean

The value true indicates end of session.

is_live_agent_handoff

Boolean

The value true indicates live agent handoff.

is_custom_exit

Boolean

The value true indicates hybrid/custom exit from Dialogflow CX.

custom_payload

String

Contains the custom payload from Dialogflow CX with the Data parameters.

custom_event_name

String

Contains the event name from Dialogflow CX.

Note

 

The custom event name can be overridden if required, by adding an element data event_name in the DialogflowCX element with the desired name. The same name should be configured at the CX Agent to re-enter the flow.

Exit States

Name

Notes

done

This state is returned after receiving response from Dialogflow CX. This indicates that the processing from Dialogflow has been completed.

Important

 

It is mandatory to return this state in order to continue with multiple dialogues.

Custom VoiceXML Properties

Name (Label)

Type

Notes

Dialogflow.session.params.<param_name>

String

Sets the session parameter in CX at the start of the call.

Recognize.model

String

Contains the model name. The default value is null.

Recognize.modelVariant

String

Contains the model variant name. The following 4 values are supported as model variant name:

  • USE_STANDARD

  • SPEECH_MODEL_VARIANT_UNSPECIFIED

  • USE_ENHANCED

  • USE_BEST_AVAILABLE (default)

com.cisco.tts-server

String

This property is to be assigned the value "cloudTTS", for transiting to the cloud.