When you pull the DialogFlow CX tool into the timeline, you should see input and output variables. If not, you need to set the bot to pass these variables out as output or escalation metadata.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 03-12-2024 11:04
From: Nichole Conway
Subject: Passing Information Back and Forth Between Genesys and DialogflowCX
Hello community,
We have a flow that calls out to a Dialogflow CX agent. The virtual agent is asking the user questions which they can respond to verbally or by DTMF. If they respond by DTMF, how does that information get to Dialogflow from Genesys if the user is already in Dialogflow? Example: Caller reaches a Genesys flow, the Genesys flow sends the caller to Dialogflow. Dialogflow asks the user for their date of birth. Instead of saying the date of birth, the user enters the information by DTMF. How will Dialogflow know what was entered?
#ConversationalAI(Bots,AgentAssist,etc.)
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Nichole Conway
State of Missouri
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