This is an optional setup step if you are using ICC with Twilio and wish to leverage Google Dialogflow capabilities.
ICC uses Google Dialogflow Enterprise Edition for virtual agent and agent assist features. This page walks you through the manual steps of setting up Dialogflow to work with ICC.
Make sure you've already downloaded the ICC package and have extracted the import customization file and Dialogflow agent zip file. You'll need these files as you go through the following steps.
ICC uses Google Dialogflow Enterprise Edition for virtual agent and agent assist features. Use of Dialogflow is optional for ICC, and can be turned off in the ICC App through the
ICC_VAL_AI_FEATURE_TOGGLE constant, as described in more detail in the Setting Up the ICC Application section.
The following prerequisites apply if you are using ICC with Dialogflow:
By default all virtual agent and agent assist features are disabled. If you do not want to use Google Dialogflow to support virtual agent and agent assist you can skip the rest of this page.
To enable virtual agent and agent assist features, open the import customization file, uncomment the property value below
ICC_VAL_AI_FEATURE_TOGGLE, and set the value to
This section should be completed by your IT/Admin team. The user performing these steps must have the ability to create a new Google project.
This section should be completed by an ICC administrator. The user performing these steps must have Project Owner and Dialogflow API Admin privileges.
Please note that the import will have generated a new service account. This service account will not be used, and can be deleted if so desired. Only the service created in the above section will be used, as it has the right permissions.
The following steps are to work around a known bug with Dialogflow.
Please note that this phone number will only be used by the ICC Application to forward a call to Google for virtual agent capabilities. This phone number is not meant to be used directly.
That's it for now. You'll have to make a few more updates to the Dialogflow configuration in later steps.
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