Configure Dialogflow CX Virtual Agent

Publisher

Cisco

URL

https://www.cisco.com/c/en/us/support/docs/contact-center/webex-contact-center/221526-configure-dialogflow-cx-virutal-agent.html

Published

2024-04-23

Updated

unknown

Accessed

2026-09-30

HTTP status

200

License

Cisco website terms of use; no-redistribution; short excerpts and locators only

Source notes citing this source

• The tech note creates the Dialogflow CX agent at dialogflow.cloud.google.com/cx with Create Agent > Build your own and selects the location Global serving, data-at-rest in US. in context
• Billing must be enabled on the Google Cloud project because the Dialogflow, Speech-to-Text, Natural Language and Text-to-Speech APIs used by the virtual agent require an active billing account. in context
• Cisco tech note 221526 states that the Google Contact Center AI connector is typically preconfigured for Dialogflow CX integration and that creating a new connector requires Cisco Project permissions. in context
• The tech note creates the conversation profile in the Google console under Agent Assist > Conversation profile > Create, enables the virtual agent by selecting the Dialogflow CX agent, and copies the Conversation Profile ID. in context
• On the Escalated path the tech note parses VirtualAgentV2.MetaData with $.dialogflow.ccai.live-agent-escalation.<key> into a flow variable, branches with a Case activity and sends each branch to its own Queue Contact activity, with the Case Default output routed to one queue. in context
• To return data on the Handled path, the tech note adds a Custom payload of the form Execute_Request.Data.Params on a route that transitions to End Flow, and the flow reads it with a Parse activity on VirtualAgentV2.MetaData using the expression $.Params.<name>. in context
• To escalate, the tech note adds a Live agent handoff dialog option on the route with a payload under the key dialogflow.ccai.live-agent-escalation and transitions to End Flow, which takes the call out of the Escalated output of Virtual Agent V2. in context
• Cisco tech note 221526 instructs increasing Termination Delay from 3 to 5 seconds in Advanced Settings, implying a default of 3 seconds. disputed in context
• The tech note assigns the published flow to an entry point and tests by calling the number mapped to that entry point, checking greeting, data capture and that live agent handoff reaches the right queue; the Dialogflow CX Test Agent simulator is used to test pages before that. in context

Cite this source record

APA

WarmTransfer. (2024, April 23). Configure Dialogflow CX Virtual Agent. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-technote-221526-dialogflow-cx-virtual-agent

BibTeX

@misc{warmtransfer-cisco-technote-221526-dialogflow-cx-virtual-agent,
  title  = {Configure Dialogflow CX Virtual Agent},
  author = {{WarmTransfer}},
  year   = {2024},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-technote-221526-dialogflow-cx-virtual-agent},
  note   = {Cisco, accessed 2026-09-30}
}