Genesys Cloud (formerly PureCloud)

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Dialogflow chat escalation to agent

  • 1.  Dialogflow chat escalation to agent

    Posted 07-30-2020 06:46
    I was playing around with now available Google Dialogflow chatbot integration using the same bot as for voice.
    Bot part works OK, but can not achive escalation to queue and agent. As soon as bot reaches the place where in voice version conversation is transferred to queue (thanks to Set this intent as end of conversation option) chat flow is terminated.
    What needs to be done to successfully transfer chat conversation to Genesys CC?


    Armands Bunkovskis