Engage Digital | Configuring integration settings

Now that you have configured and connected Engage Digital and Google Dialogflow, the primary interface you will use to configure the remaining integration settings will be the Engage Adapter App available at https://edf.ringcentral.com. This interface will allow you to configure a virtual agent that expresses the settings needed to handle conversations and handover rules in Google Dialogflow. A major point of integration is that the virtual agent in the Engage Adapter App specifies an associated chatbot agent from Google Dialogflow, allowing the chatbot agent’s configuration settings to be used.
RingCentral Engage Digital Google Dialogflow adapter Create virtual agent page

Configuring a virtual agent

1. Access the Engage Adapter App at https://edf.ringcentral.com/.
2. Log in using your RingCentral user account with admin credentials.
3. Click Add a virtual agent.
4. Enter a name for the virtual agent.
5. Enter an Output context if desired.
6. Select an agent from the Choose a Dialogflow agent menu.
7. Select a category to listen to.
8. In Select sources to listen to, check the boxes for the channels to listen to.
9. Select a Backup Engage category.
10. Specify a fallback message to the user. (optional)
11. Click Save & Activate.

Configuration settings for virtual agents

  • Name of this virtual agent: A name used only in this application. For example, Greeter bot.
  • Output context: Sent as an input context to Dialogflow with each message. Supported only for Dialogflow ES.
  • Choose a Dialogflow agent: One of the Dialogflow agents available to you. All Dialogflow agents should be using API v2.
  • Select a RingCentral Engage category to listen to: A category that will be used exclusively in this integration. The bot will be listening only to messages marked with this category.
  • Select sources to listen to: One or more channels that will be used for this virtual agent. You can’t use channels used by other virtual agents. Please make sure that your API key has access to the specified channels.
  • Backup Engage category: A category that will be used exclusively for fallback recategorization. If the bot fails, the specified category will attach to the message thread.
  • Fallback message to be sent: A message used for a fallback notification to the user if the bot fails.
  • Save & Activate: Saves the configuration settings and activates the virtual agent.
  • Remove this virtual agent: Removes the virtual agent. This option will appear only when the virtual agent has been saved and activated.
RingCentral Engage Digital Google Dialogflow adapter virtual agent handover rules page

Configuring virtual agent handover rules for Google Dialogflow ES agents

1. Access the Engage Adapter App at https://edf.ringcentral.com/.
2. Log in using your RingCentral user account with admin credentials.
3. Click on the virtual agent’s name to edit.
4. Select the Handover Rules tab.
5. Add the handoff value to the output context fields and match it with categories.
6. Click Save.

Configuring virtual agent handover rules for Google Dialogflow CX agents

Virtual agent handover rules determine how a virtual agent hands over a conversation to a human agent. Note that these steps apply only to Google Dialogflow CX. Configuring the Live agent handoff in Dialogflow CX allows the virtual agent handover rules to be configured.
Google Dialogflow CX virtual agent fulfillment live handoff configuration page

Adding a live agent handoff dialog option in Google Dialogflow

1. Access the Google Dialogflow CX console at https://dialogflow.cloud.google.com/cx/projects.
2. Log in using your generic Google account and create a project. See Dialogflow CX Setup in the Google Cloud documentation for more information.
3. Go back to the console and select the project you created.
4. Click Create agent. See Build an agent in the Google Cloud documentation for more information.
5. Create a flow for the agent. See Flows in the Google Cloud documentation for more information.
6. In the Build page, click the add page plus sign icon in the Pages section. Enter a name for the page.
7. Hover over the newly created page then click the More icon that appears at the far right. Click Edit
8. Click Edit fulfillment in the Page configuration panel on the right side of the page.
9. Click Add dialogue option
10. Click Live agent handoff.
11. Add a dialog option in the Live agent handoff text box where the key has to be ‘name’ and the value can be any text. For example:
{
  "name": "transfer_to_support"
}
12. Click Save.
View of adding a live agent handoff dialog option in Google Dialogflow

Editing the virtual agent handover rules

1. Access the Engage Adapter App at https://edf.ringcentral.com/.
2. Log in using your RingCentral user account with admin credentials.
3. Edit the virtual agent.
4. Select the Handover Rules tab. 
5. Add the handoff value to the output context fields and match it with categories.
6. Click Save.

Handover configuration settings for virtual agents

  • If encounter this Google Dialogflow Output Context: An output context that will trigger a handover.
  • Handover to the following Engage Category (Skill): An Engage Digital category that is assigned.
  • Add plus icon: Add an additional handover rule.
  • Delete trash icon: Remove a handover rule.

Setting up structured messages

If an Engage Digital channel supports structured messages, the adapter can convert Google Dialogflow structured messages to Engage Digital structured messages. An example of a channel that supports structured messages is Engage Messaging, where structured messages are supported for all device types. Structured messages are supported only by Dialogflow ES. The integration supports these structured message types:
  • Quick replies
  • Templates
  • Carousels
The behavior of each of these types is discussed in more detail below.
 
To use structured messages in Google Dialogflow:
1. Access the Google Dialogflow console at https://console.dialogflow.com/api-client/#/login.
2. Log in using your generic Google account.
3. Go to the Intents page.
4. Select an existing intent.  
5. Expand the Responses menu. 
6. Click the plus icon and add a new messenger for integration from the dropdown.
7. Disable the Use responses from the DEFAULT tab as the first responses toggle setting.
8. Click Add Responses.
9. Depending on the messaging channel, add Quick Replies or Card as a response.
10. Enter the configuration information for the quick reply or card. 

Structured message types

Quick reply

A quick reply is a suggested user response. When a quick reply is tapped, the text is sent back to the agent as a user query. This response allows you to send pre-configured text to Dialogflow, as though the customer provided a response. Note the following constraints when implementing a quick reply:
  • Dialogflow Quick reply type responses must contain a title and text.
  • Only one Quick reply should be configured for each intent.

Cards (Templates)

A Card may consist of several elements, such as image, title, subtitle, and clickable button. The adapter will convert a Card type response to a ‘Template’ if there is only one card in the intent. Note the following constraints when implementing a template:
  • Card type responses must contain a title and at least one button. All other fields are optional.
  • An image will be uploaded to Engage Digital by the adapter.
  • A button with an empty URL or text postback field will be converted to a button with an empty payload.
  • A button with text postback will be converted to a button with a payload. The payload will be filled with a text postback, which can send an event to your postback webhook. This is useful when you want to invoke an action in your bot.
  • A button with a URL will be converted to a link.

Cards (Carousels)

A ‘Carousel’ is an array of ‘Template’ types. The adapter will convert a response to a carousel if it contains several cards. Each card will be one member of the carousel. The constraints described for templates apply equally to carousels.
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