Dialogflow CX Onboarding Guide
Twilio's Dialogflow CX Connector provides native telephony integration with Google Dialogflow CX. With this integration, Twilio offers rich conversational AI experiences to customer applications. A common use case for this would be enterprises with medium to large sized contact centers.
This guide explains the integration process between your Twilio application and your Google Dialogflow CX virtual agent.
Info
Google is rebranding Dialogflow CX as Conversational Agents. Until that rebranding concludes, this guide continues to use Dialogflow or Dialogflow CX. Consider these equivalent terms.
Before starting the integration, complete these prerequisites.
To start using Dialogflow CX in Google Cloud, consult Google's Dialogflow CX setup documentation.
Before setting up one-click integration, Google Cloud requires you to grant access to Twilio's service account. To run your Dialogflow agent, grant Twilio's production service account permission to use Google Cloud.
- Log in to your Google Cloud console.
- Select the Google Project in which you want to set up your Dialogflow CX Agent.
To find the project, use the dropdown menu to the right of the Google Cloud logo. - Verify that you have turned on the Resource Manager API.
If you need to turn on this API, confirm that you selected your desired project, click Next, then click Enable. - Verify that your Google Cloud administrator has granted you the
resourcemanager.projects.setIamPolicypermission for your project. - Click the menu button at the top left of the page.
- Navigate to IAM & Admin > IAM from the left navigation.
- Click the Allow tab, then click the View by Principals tab.
- Click +Grant Access.
- In the New Principals box, add
virtualagent-ccai-prod@dialogflow-prod-env.iam.gserviceaccount.com. - Under Assign roles, click the Role combo box and search for
Dialogflow API Reader. - Click Dialogflow API Reader.
- Click + Add another role.
- Click the second Role combo box and search for
Dialogflow API Client. - Click Dialogflow API Client.
- Click Save.
When successful, a box appears stating Policy updated.
Before performing the one-click integration with Google Dialogflow, verify that you have logged into the Twilio console with the appropriate account.
- Choose which account or sub-account to integrate with your Dialogflow CX agent.
- Log in to the Twilio Console with that account.
Once you have completed the prerequisite steps, you are ready to use the one-click integration to connect your Twilio Dialogflow CX Connector to your desired Dialogflow CX agent.
- Log in to your Google Dialogflow CX cloud console.
- Choose your project from the Select Project modal.
- Click Enable API if prompted. This may take a few seconds.
- Create or choose an agent.
- Consider choosing a pre-built agent.
- Choose your agent's location with care.
- Click the Manage tab on the left toolbar.
- Scroll to Integrations then click Integrations.
- Scroll to One-click telephony .