Giuliano_Ferri | 2022-08-22 15:16:18 UTC | #1
Hi Community, we're having a problem when invoking Google Dialogflow CX from a message flow. In detail, we’re using the integration block (Call Dialogflow CX bot) setting some session parameters as input (ie first name, last name, e-mail address, and so on) and, at the same time, passing the first text message sent by the customer. The problem we’re having is the following:
- if we set the “Initial Event Name”, the session parameters are sent to the bot, but the text message is missing;
- if we don’t set “Initial Event Name”, happens the opposite: the message is sent but the parameters are missing.
The first message text is contained in Message.Message.body system variable.
Within Genesys environment, we found that all parameters and message are properly set (we verified that with some “print” into the flow). Within Google environment the behavior is as described above.
Does anybody have already encountered a similar problem? How did you solve it?
Giuliano Ferri
Angelo_Cicchitto | 2022-08-25 08:04:57 UTC | #2
Hi Giuliano,
We did review this with team. Based on Google docs, it looks like parameters can be passed only with event_input but are not supported for text_input: you will notice that Google tags both input attributes as oneof fields, so Google cannot accept them both at the same time, which explains current behavior (working as designed). I would suggest raising an Idea for GC to support the new cx_parameters attribute which seems a good option to explore as it makes parameters independent from input type.
Markuz | 2022-08-25 13:06:36 UTC | #3
Hi Angelo, sorry, introducing myself in the topic :) The proposition to use "cx_parameters" attribute would seem to be the solution to the problem, making the parameters independent from which mode the input is passed.
Possibly a work around might be feasible? That is: the first invocation from Architect to the DialogFlow bot is done by specifying an initial Event along with session parameters. Then on the bot side immediately we send control back to the Architect flow terminating the bot flow. Then, again Architect side immediately we call the bot again but this time not setting an event, thus passing the Input Text. Could this mechanism take advantage of the same session opened with the Bot? Or each time we return to the Architect from the Bot, the session is closed?
Also, is there any word on the availability of GA dates for the auto-start feature? This would be the ideal solution for the use case required by our Customer.
Thank you!
Marco Ruzzon
Angelo_Cicchitto | 2022-08-25 13:27:36 UTC | #4
Hi Marco,
We are very close to GA of Auto-Start: https://genesyscloud.ideas.aha.io/ideas/DIG-I-997 Dev work is done, just final testing in progress. If there's any urgency, customers can request Beta access (see link in Idea). Cannot comment on feasibility for your proposed solution, perhaps there's a relevant delay in the back and forth of messages. I'd say Auto-Start is the best approach for now.
Giuliano_Ferri | 2022-08-26 16:06:28 UTC | #5
Hi Angelo, many thanks for your answers. However, I would ask you if the raising of an Idea could have sense, because it seems that, if you use the new web messaging autostart functionality, you're not falling in this problem. So, does it make sense to ask for a new Idea in this scenario?
Thanks again for your kind support.
Giuliano Ferri
Angelo_Cicchitto | 2022-08-29 09:57:43 UTC | #6
Auto-Start feature covers a subset of the use-cases that would require parameters being passed so it depends on the use-cases you need.
Giuliano_Ferri | 2022-09-02 14:16:56 UTC | #7
Hi Angelo, as suggested in one of your previous post ("If there's any urgency, customers can request Beta access (see link in Idea)"), we enrolled an Italian customer in the Beta program. Is it possible to include them in the Beta? Thanks in advance for your usual kind support!
Giuliano Ferri
Angelo_Cicchitto | 2022-09-02 14:49:11 UTC | #8
Please fill out the form that is attached to original Idea: that will trigger the process. https://genesyscloud.ideas.aha.io/ideas/DIG-I-997
Giuliano_Ferri | 2022-09-02 15:02:28 UTC | #9
Hi Angelo, we already did this last Tuesday...
Giuliano Ferri
Angelo_Cicchitto | 2022-09-02 16:23:31 UTC | #10
Great, it must be in-progress then. We have high-demand for this Beta, so enablement may take several days. Thank you for the interest and patience.
system | 2022-10-02 16:23:42 UTC | #11
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