Google Dialogflow CX integration in Flex for virtual agents
Public Beta
This feature is currently available as a Public Beta product and information contained in this document is subject to change. This means that some of the features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a Twilio SLA.
Not a HIPAA Eligible Service
Virtual Agent for the Conversations channel is not a HIPAA Eligible Service and should not be used in Conversation or Flex workflows that are subject to HIPAA.
This guide outlines the native integration of Google Dialogflow CX with Flex. It uses the Twilio one-click integration for Google Dialogflow CX. With this integration, you can:
- Hand off Virtual Agent calls and conversations to agents in Flex.
- View call transcripts and message history between Virtual Agents and customers.
- Pass relevant information from the Virtual Agent to Flex for routing.
The supported Conversations channels are SMS, Webchat 3.x.x, WhatsApp, and Facebook Messenger.
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For the Voice channel, an active Flex account with Flex UI 2.2.0 or later. For supported Conversations channels, an active Twilio account with Flex UI 2.5.0 or later.
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For the Voice channel, Native Dialpad configured on your Flex application.
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Completion of the Dialogflow CX Onboarding guide. To ensure that the Virtual Agent transcripts are captured accurately, enable interaction logging in the Logging Settings of the Google Dialogflow CX Console.