I am developing a bot for business using Dialogflow. I want to keep an option "Talk to real person". When my customer wants to talk to real person, bot should stop and someone from my support staff will take care of that user.
How is it possible?
How can I pause/stop my bot and let real person handle conversation?
While searching for answer, I send an email to Dialogflow support and got this reply next day.
At this moment, you'll need to handle the task of passing conversations from bot to humans in your custom implementation. You can take a look at the following sample: https://github.com/dialogflow/agent-human-handoff-nodejs.
Hope this may help someone else having similar issue.
By native google, Dialogflow doesn't support bot to human handoff or provide any Web interface to achieve this, but in dialogflow normally the action “input.unknown” used to hand off the conversation to a Human. The “input.unknown” action is built into Dialogflow and used with the default fallback intent. When none of the intents is matched, the default fallback intent is triggered and action associated with it is added in the response also you need to write a logic what bot should do after that.
But to make things easier you can integrate dialogflow with any third-party tool like Kommunicate. As they provide pre-built chat widget user interface and bot to human handoff can be enabled on a click of a button, Please click here for more detailed information
PS: I work for Kommunicate
The issue is related more to the external software that implements Dialogflow than Dialogflow itself.
You can use the PHP code of Support Board as a starting point, or you can use the Support Board software for that directly. It has the feature that asks the user if he/she wants to contact a human agent when the bot does not understand the question. If the user accepts the bot is automatically disabled and an email is sent to the agents.
More details at https://board.support/
PS: I work for Support Board
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I am creating a bot for a bank using Dialogflow. I wanted to keep am option to talk with a Customer representative. If a customer wanted to talk with a customer representative, the bot Should stop and the customer representative starts the chat with a customer. How it is possible In Dialogflow.
That option is only available by creating your own custom implementation.
Check out this example here
It can also depend on the channel you are using For example, if you are using Facebook Messenger you can achieve that using the Handover Protocol in your custom implementation
This is currently not possible because dialogflow does not provide any web interface to achieve this, but in dialogflow usually the "input.unknown" action used to deliver a conversation to a human. Default fallback intent is triggered and the associated action is added to the response, and you also need to write a logic to what bot should do after that.
But if you're looking to avoid this hassle, I 'd suggest you use a chat widget tool like Kommunicate, which provides a dashboard UI as well as a chat widget. In fact, they also have a pre-built rich message template to create menu options to deliver a conversation to a human agent. Please check this link for more info
PS: I work for kommunicate
Another option is if you have the phone gateway integration enabled, Click 'Add Response' under the DIALOGFLOW PHONE GATEWAY tab and just select Transfer Call.
I'm creating a chatbot for a Facebook page to solve people's questions and I wanted to make the bot messages 1 or 2 seconds of delay between each of the bot's replies. Could someone tell me how to do it in dialog flow? I couldn't find any answer around my research so hopefully someone could help me.
This isn't possible if you're using Dialogflow's built-in rich messages. It also wouldn't be possible using only webhook fulfillment and the Dialogflow Facebook integration, as you can only deliver a full set of messages as a reply at one time, and can't specify how they are delivered.
The only way to achieve that level of control would be to build the bot yourself (perhaps using an existing Messenger bot framework), and make calls from that code to Dialogflow to handle natural language understanding.
I have been working with Google Dialogflow to create a Google Assistant experience.
My GA Action is to Raise Support tickets and those tickets are raised in our system via API.
We ask the user to describe the Issue they are facing, We have used a fallback Intent to capture the Issue/Ticket Description(Since the reply can be any free text, is this the best way to capture free text?).
Once the user gives a description, A webhook is called and the results are sent to our backend to capture.
We have noticed that when the user uses the words "not working" as a part of the issue description, it always calls the welcome intent, instead of going to the follow up Intent. If the user describes the Issue without using those words, it works fine. Below are 2 different responses.
I personally feel that this is a bug in GA, is there any way to solve it?
I think you're doing some things wrong. I don't have enough information to understand 100% what you are doing, but I will try to give you some general advice:
A fallback intent is used to 'fall back' to this intent when a user asks something that is nowhere provided in one of your other intents. That's why your fallback intent has the 'input.unknown' set as action. It will be triggered when the user gives some input that is unknown for your application. F.e. I don't think your '(Pazo) Support Action' will provide an answer if the user asks to book a plane to Iceland, so that's when your fallback intent comes in to give an answer such as 'Sorry, I can't answer that question. Pazo is here to give you support in... What can I do for you?'
Your user can either register a complaint or raise a support ticket if I'm getting this right? I recommend you to make two seperate intents. One to handle the complaints and one to handle the support tickets.
Before developing advanced actions with a seperate webhook and a lot of logic with calling an API etc., I recommend to go through the documentation of Actions on Google:
https://developers.google.com/actions/extending-the-assistant
I'm making a dialogflow agent that will be integrated with various platforms (Facebook messenger, slack and maybe a few others) that will have the basic functions of a informational chatbot.
The agent will be for a specific store and I'm wondering if it's possible to trigger some sort of welcome message once the user enters the geofence (in this case, the store)?
Thanks for the help. I haven't found any documentation for this on dialogflow specifically or anywhere else so anything will be awesome.
Note: I'm am not by any means dead set of dialogflow, if AWS Lex offers something like this and it's better, I will take a look. I'm just a bit more used to dialogflow.
This cannot be achieved just by using either Lex or Dialogflow. Because at the end of the day, you are using them to integrate with Messenger/Slack/Whatsapp and these apps will (for obvious good reasons) not share the user's location information with the bot. You will need a helper app which takes the user's location permission as well and triggers the bots for you.
Keep in mind that channels like Messenger and Whatsapp have restrictions over sending messages willy-nilly to users. Messenger has a '24+1' policy Whatsapp also you can only send free form messages in the 24 hour window. But after that you can send chargeable pre-approved "hsm" message templates.
The exact point being, that I've created a bot that can take inputs from users in free form text and return relevant web links. Now the problem being, that in case the bot is not able to understand the user query, the control of the conversation has to be passed on to the human executive.
I've researched for over 2 days but could not find any such implementations. The closest I came was third party applications like ChatFuel, letsclap.io provide such a provision. So, there should be a way only that I am not able to find such a thing.
Any help on this would be appreciated.
one possible way is you can make a bridge, idea is as follow:
user send something that the bot cannot reply (conv-1)
make a new conversation with your human executive (conv-2)
forward user message to conv-2
human executive replied to the bot (conv-2)
capture the message and forward back to (conv-1)
See this link on how to start a new conversation:
https://docs.botframework.com/en-us/csharp/builder/sdkreference/routing.html#sendtoconversation
Hope it helps,
Maybe you can create some APIs in a WebApplication that will be used by your bot.
If the LUIS Intent "None" is called, you make a call to that API and start a new conversation with a human.
You can use this same process to manage all conversations in a WebApplication Chat Control