Before completing the tasks on this page, be sure that the prerequisites for the integration have been met.
Create a Script
Required permissions : View Scripts, Create/Edit Scripts
You need at least one Studio script to route interactions to your virtual agent. Follow the script guidelines and requirements. 
A medium, such as voice, email, and chat, through which a contact connects with an intended recipient.. A medium, such as voice, email, and chat, through which a contact connects with an intended recipient..
If you're using a SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel connection with your virtual agent, contact your CXone Account Representative.
You can learn more about Studio scripting in the Fundamentals and Technical Reference Guide sections of the online help.
When your virtual agent is ready to go into production, assign the script to one or more points of contact.
Custom Payload Best Practices
Follow these best practices when integrating custom payload data from Google Dialogflow CX into CXone:
- Dialogflow CX doesn't use contexts to pass data to Dialogflow intents The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish like Dialogflow ES does.
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You can pass custom data to Dialogflow CX using JSON key-value pairs. In a Snippet action in your script, create a dynamic customPayload object and add the key-value pairs to it. For example:
DYNAMIC customPayload customPayload.ani = ani customPayload.contactID = contactId customPayload.masterContactId = masterId customPayloadJSON = "{customPayload.asJSON()}" - In the
- Pass the customPayload JSON to the virtual agent using the
for Google Dialogflow CX. - Data passed through
- Do not nest an object within the
- To pass custom data from your Dialogflow CX virtual agent back to the script, use the Custom Payload field in the Dialogflow CX console. Make sure you're in the console for the virtual agent you're using with CXone. Map this to your script using the customPayloadVarName (out) variable in the
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Parameters set using customPayload can only be used in the external webhook. If you want to set parameters for use outside the external webhook, set them in a Snippet action with the session_params field. For example:
{ "session_params": { "name": "Winnie Le Pooh" "job": "Food critic" "location": "Hundred Acre Wood" } }Access the session parameters in the Dialogflow CX agent intent using the following syntax:
$session.params.name = Winnie Le Pooh
$session.params.job = Food critic
$session.params.location = 100 Acre Wood
Session parameters are only used with Dialogflow CX virtual agents. To achieve a similar result with Dialogflow ES, use contexts.
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Speech context hints can be passed with custom payload in the speechContexts parameter. The value of speechContexts.phrases must be a Google class token
for the hint you want to give. The token must match the language and locale of your contacts. For example:DYNAMIC customPayload customPayload.speechContexts.phrases="$OOV_CLASS_ALPHANUMERIC_SEQUENCE" customPayload.speechContexts.boost=10 -
Add an App to Virtual Agent Hub
Required permissions : View Scripts, Create/Edit Scripts
Adding a configuration app to Virtual Agent Hub establishes the connection between CXone and your virtual agent provider.
If you're using a SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel connection with your virtual agent, follow the steps for setting up this kind of connection.
- In Studio, open or create a script and add a virtual agent action, if it doesn't contain one already.
- Double-click the virtual agent action to open Virtual Agent Hub.
- Click Add Bot.
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Enter a Virtual Agent (Bot) Name and click Google Dialogflow CX in the list of virtual agent providers.
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Click Next.
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Complete the fields in the configuration form and click Next. You can find details about this form in the Configuration Page Details section on this page.
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Click Next.
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If you're setting up a text virtual agent, select Text Only (No Voice Support) on the Voice page. If you're setting up a voice virtual agent, see the Configure Voice Integration Options section on this page.
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Click Next.
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On the Transcript page, select the option for whether you want the conversation transcript and intent information captured.
Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel connection.Learn more about fields in this step
Option Details Do Not Capture or Archive Transcript or Intent Info Select this option if you don't want to capture conversation transcriptions or intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish information. Capture and Archive Intent Info Only Select this option if you want to want to capture intent information only. Captured data is stored only for the duration of the interaction by default.
This option requires custom scripting.
Capture and Archive Transcript and Intent Info Select this option if you want to capture both transcript and intent data. Captured data is only stored for the duration of the interaction by default.
This option requires custom scripting.
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Click Next.
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On the Test + Add page, you can test your bot's connection by sending voice or text prompts. If your test messages don't work, click Back to return to the Configuration page and verify the settings. You may also need to verify configurations in your virtual agent provider's management console.
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Click Add.
Google Dialogflow CX Configuration Page Details
Use the information in the following table when completing the Configuration page. You see this page when adding an app in Virtual Agent Hub
If you're setting up Dialogflow CX to use a SIP Protocol used for signaling and controlling multimedia communication sessions such as voice and video calls. backchannel connection, follow the steps for setting up the connection instead of the steps in this section.
|
Field |
Details |
|---|---|
| Integration Version |
Select the version of Virtual Agent Hub that you want to use. This option allows you to use a previous version of Virtual Agent Hub until you're ready to switch to a newly-released version. The available versions are:
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| SIP Configured | Click if you want to use a SIP backchannel connection with this virtual agent. Setting up a SIP backchannel connection is a separate process. |
| JSON Service Account |
The service account key file you created and downloaded from your Google Cloud Console. Copy and paste the entire contents of the key file into this field, including the curly braces surrounding the key. This field is visible only if you're using your own Google Dialogflow CX account. The service account key is a JSON object similar to the following example: { "type": "service_account", The JSON Service Account must have the Dialogflow API Admin role |
|
Language |
The language you want this virtual agent to use. This is the language that the virtual agent understands. This is a required field. |
| Region | The region where the Google Dialogflow CX virtual agent you're adding to Virtual Agent Hub is located. This is a required field. |
| Agent | The name of the Google Dialogflow CX virtual agent you want to add to Virtual Agent Hub. You can find the name in the virtual agent's Dialogflow CX console and click Copy Name to copy it to the clipboard. This is a required field. |
| Environment | Enter the GUID of the environment you want this Dialogflow app to use. In Dialogflow CX, different versions of the same virtual agent are called environments. You can find the GUID for your environments in the Google Dialogflow CX console in the agent settings. |
| Perform Output TTS |
Click the slider to On if you want to use the Google Dialogflow CX text-to-speech (TTS If you don't to use the Google TTS service, you can use CXone Cloud TTS Hub. You configure this option on the Voice page of the configuration app wizard. |
| Timeout Event Handler | Name of the Google Dialogflow CX event you want to trigger on timeout. |
| DTMF Break Out Pattern | If the specified characters are pressed, the script skips straight to the OnDTMFBreakout branch. |
| External Provider Timeout |
Enter the number of seconds you want the script to wait for a response from |
Configure Google Dialogflow CX TTS Output
Required permissions : View Scripts, Create/Edit Scripts
Complete the steps in this section if you want to use the Google TTS service. The fields in the following image appear when you enable the Perform Output TTS option on the Dialogflow
- In Virtual Agent Hub, add a new configuration app and configure it according to the steps in Add an App to Virtual Agent Hub section on this page.
- EnablePerform Output TTS.
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To use a custom voice model, enable Use Custom Voice and enter the name of the AutoML model you want to use in the Custom Voice Model field.
Learn more about the fields in this step
Field
Details
Use Custom Voice Allows you to use an AutoML (automated machine learning) model to synthesize a custom voice for your bot. Dialogflow uses this voice instead of a TTS voice. If you use this option, enter the name of the AutoML model that you want to use in the Custom Voice Model field that appears.
This field is only visible when Perform TTS Output is enabled.
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If you want to use a Google voice model, select the TTS Voice Name from the drop-down.
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Select the machine learning Model and Model Variant that you want the Google TTS services to use when synthesizing speech.
Learn more about the fields in this step
Field
Details
Model Select the machine learning model that you want the transcription service to use when transcribing the audio. These models have been trained to recognize speech from specific audio types and sources.
Available options are:
- Command and Search: Use when transcribing shorter audio clips, such as commands or voice search. Consider using Latest Short instead.
- Default: Use when the audio doesn't fit the other models. It can transcribe any type of audio, but results may be lower quality for some types.
- Latest Long: Use with long-form content such as spontaneous speech or conversations.
- Latest Short: Use when the utterances are a few seconds long, such as commands. Consider using this model instead of Command and Search.
- Medical Conversation: Use when transcribing a conversation between a medical professional and a patient.
- Medical Dictation: Use when transcribing notes dictated by a medical professional.
- Phone Call: Use for transcribing the audio from a phone call.
- Video: Use when transcribing audio that has multiple speakers, such as from video clips or podcasts. If Video isn't available in the language you need, use Latest Long instead.
Model Variant Select the variant of the selected Model you want the
For Phone Call models, the recommended variant is Enhanced.
Available options for this field are:
- Best Available: Select if you want Dialogflow to use the enhanced model if it's available for the selected model. If it's not, the standard model is used.
- Enhanced: Select to use the enhanced model. If an enhanced model isn't available for the selected Model, Dialogflow uses the standard model.
- Standard: Select to use the standard model even if an enhanced model is available.
- Unspecified: Select if you aren't sure which variant to use. Dialogflow defaults to the best available variant of the selected model.
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To add silence to the start of the virtual agent's audio response, enter the number of milliseconds of silence to add in the Add Leading Silence field. The recommended amount of silence is 500 milliseconds.
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Enter the Speaking Rate, Pitch, and Volume Gain to configure how you want the TTS voice to sound.
Learn more about the fields in this step
Field
Details
Speaking Rate Click + or – to change how fast the TTS voice speaks. The rate can be between 0.25 and 4.0. A normal speaking rate is 1.0. A rate of 2.0 is twice as fast as normal and 0.5 is half as fast as normal. The default is 0.
This field is only visible when Perform TTS Output is enabled.
Pitch Click + or – to change the pitch of the TTS voice. Pitch is the highness or lowness of the voice. The default is 0. The maximum is 20.0 and means the voice is 20 semitones higher than the default. The minimum is -20.0 and means that the voice is 20 semitones lower than the default.
This field is only visible when Perform TTS Output is On.
Volume Gain Click + or – to change the volume of the TTS voice measured in decibels (dB). The default is 0. The range is 16.0 to -96.0. A gain of +6.0 plays at approximately twice the volume of the default. Do not exceed +10 dB.
This field is only visible when Perform TTS Output is On.
- Return to the Add an App to Virtual Agent Hub section on this page to finish adding the configuration app.
Configure Voice Integration Options
Required permissions : View Scripts, Create/Edit Scripts
- In Virtual Agent Hub, add a new configuration app and configure it according to the steps in the Add an App to Virtual Agent Hub section on this page.
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Click Next on the Configuration page.
- On the Voice page under Voice Integration Options, select Turn by Turn Control (CXone Voice Bot Gateway).
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Under Text to Speech Options, select Use CXone Cloud TTS
If the form won't allow you to select Use CXone Cloud TTS, click Back to return to the Configuration page. Click the
- Select a TTS Vendor
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Under Transcription Options, select the option for the transcription service you want to use.
Learn more about fields in this step
Field Details Transcription Options Select the service you want to use for transcription:
- Use bot account transcription: Select this if your want to use your virtual agent provider's transcription service. Audio from the contact's utterances is sent to the provider before being transcribed.
- Use CXone transcription profile: Select this if you want to use a CXone transcription profile. You can learn more about this option on the CXone Turn-by-Turn Transcription help page.
- If you choose to use a CXone transcription profile, click Transcription Profile to select the one you want to use. Click Add New Turn by Turn Transcription Profile to create a new profile.
- Click Next.
- Return to the Add an App to Virtual Agent Hub section on this page to finish adding the configuration app.
Assign the Google Dialogflow CX App to an Action
Required permissions : View Scripts, Create/Edit Scripts
When the virtual agent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish app is set up and configured in Virtual Agent Hub, you need to assign it to the virtual agent action in your script. This connects the action and the script to your virtual agent provider.
- In Studio, open the script you want to modify.
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If you haven't done so already, click the Tools tab, expand the Automation and AI category, and add the virtual agent action you want to use. Be sure to put it in the correct location in your script. If you don't see the action you expect, verify that your script media type is correct. For example, if you're creating a script for a voice virtual agent, the script must be a phone script.
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- In the left column, locate the virtual agent that you want to assign to the action and click the checkmark
next to it. - Click Close.
Change the Transcription Profile
Required permissions : View Scripts, Create/Edit Scripts
A transcription profile allows you to use a different transcription service from the one the virtual agent provider offers. Each virtual agent can have one transcription profile. You only need to follow the steps in this section if you are working with a voice virtual agent and need to change the transcription profile.
- In Studio, open or create a script and add a virtual agent action, if it doesn't contain one already.
- Double-click the virtual agent action to open Virtual Agent Hub.
- In the list of virtual agent configuration apps on the left side of the Virtual Agent Hub page, click the one you want to modify.
- In the center of the virtual agent app properties page, click the Voice tab.
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Under Transcription Options, select Use CXone transcription Profile if it isn't already selected.
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Select the Turn by Turn Transcription Profile you want this virtual agent integration to use. If the option you want to use isn't there, you can add it.
- Click Save.
- Test your transcription service by using the microphone option in the Test section of your virtual agent app properties page.
Test Your Virtual Agent
Required permissions : View Scripts, Create/Edit Scripts
You can test many aspects of your virtual agent to make sure everything works as intended. You can run tests from the virtual agent app's properties page in Virtual Agent Hub. When testing, you can:
- Verify that the virtual agent app is correctly configured to communicate with the virtual agent provider.
- Add custom payload JSON to test the virtual agent's handling of custom payload data.
- Trigger a welcome intent event to test how the virtual agent begins a conversation.
- Trigger a custom intent event to test any custom events you've created for your virtual agent.
- Trigger a timeout event to test how the virtual agent responds when the contact times out.
- Test how the virtual agent handles DTMF Signaling tones that are generated when a user presses or taps a key on their telephone keypad. input.
The following image is an example of the properties page for a virtual agent app in Virtual Agent Hub. It shows the Configuration and Voice tabs and the Test pane.
- In Studio, open or create a script and add a virtual agent action, if it doesn't contain one already.
- Double-click the virtual agent action to open Virtual Agent Hub.
- Click to select the configuration app for the virtual agent you want to test from the list on the left.
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In the Test pane, enter a test message in the Type a message field and press Enter to send it. You can also click Microphone
and speak into your computer's microphone. - Click Start with welcome intent to start a test conversation from the beginning. The virtual agent responds with its default welcome message. You can enter test messages.
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Click More Options
to test other aspects of your virtual agent.Learn more about fields in this step
Field Details Add Custom Payload JSON Select to test sending custom payload JSON to your virtual agent.
Enter the custom payload in the Add Custom Payload JSON text box that appears on the Test + Add page. Press Enter after each line.
Send a test message when you're ready to test the custom payload. When you're finished testing custom payload, click Close on the Add Custom Payload JSON pane.
Trigger Welcome Intent Event Select to test the default Welcome intent The meaning or purpose behind what a contact says/types; what the contact wants to communicate or accomplish. The virtual agent sends the welcome message. Enter a message to respond. Trigger Custom Intent Event Select to test a custom intent event. Enter the Event Name in the pop-up that appears and click Trigger. The virtual agent sends the message for the intent you entered. Send a response to test the intent. Trigger Timeout Event Select to view the default timeout intent. The virtual agent sends the timeout response message that it's configured with. DTMF Input Select to test your voice virtual agent's response to DTMF Signaling tones that are generated when a user presses or taps a key on their telephone keypad. tones. Enter DTMF Characters and click Input to see the virtual agent's response to those characters. - Click Reset to start your test again.
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If you need to make changes based on the results of your testing, you can:
- Modify the Studio scripts for the virtual agent.
- Modify the configuration settings in the virtual agent's app in Virtual Agent Hub.
- Modify the virtual agent's configuration settings in the provider's console. Click the large square button on the app properties page in Virtual Agent Hub. The example at the beginning of this section shows the Google Dialogflow CX app with the provider button. It has the icon on it to indicate that the link opens an external site.
- Test the virtual agent thoroughly after each change to your scripts or any configuration settings.
- When you're finished testing, click Close.