Google Dialogflow CX

Live Hub connects to an agent built in Google Dialogflow CX. Dialogflow supplies its own speech services, so Google is the only speech-to-text and text-to-speech option, and there is no separate speech provider to add.

This bot framework is not available to accounts created from the Azure Marketplace.

There are two ways to create the connection, and the bot connection card records which one you used:

Route Start from 'Integration' value
One click The Dialogflow console, using its AudioCodes integration One click
Manual Live Hub, pasting the service account credentials Manual

For more details, go to the Dialogflow CX telephony integration video.

Set up from Dialogflow (one click)

Live Hub sends you to Google to create the agent, and Dialogflow's AudioCodes integration then redirects you back to Live Hub to finish the bot connection.

To set up from the Dialogflow console:

  1. In the Navigation pane, select Bot connections, click Add new voice bot connection, select Dialogflow CX, and then click Next.

    The Dialogflow CX setup choice

  2. Click Go to Dialogflow.

  3. Go to dialogflow.cloud.google.com/cx, and then sign in with your Google account.

    The Google sign-in page

  4. Review and accept your account settings.

    The Dialogflow account settings

  5. On the Welcome to Dialogflow CX page, click Get started, and then select your project.

    Selecting a Google Cloud project

    The project's Dialogflow CX page

  6. Click Create agent.

    The Create agent page

  7. Name the agent, and then click Create.

    The agent name takes alphanumeric characters only: no spaces, no punctuation.

    The created agent

  8. Click Manage, and then Integrations.

    The Manage page

    The Integrations page

  9. Click the AudioCodes icon.

  10. In 'Create a new integration', name the integration, and then click Add.

    Creating the AudioCodes integration

    Dialogflow redirects you to Live Hub.

  11. Sign in to Live Hub again, enter the integration name, and then click Sign up.

    The sign-up prompt

  12. Click Start your free trial, or, if you already have an account, enter your credentials and click Sign in.

    The Live Hub sign-in screen

  13. Fill in the bot details, and then click Next.

    The bot details

  14. Fill in the bot settings, and then click Create.

    The bot settings

Set up in Live Hub

Take this route to enter the Google service account credentials in Live Hub yourself, rather than starting from the Dialogflow console.

To set up the connection in Live Hub:

  1. In the Navigation pane, select Bot connections, click Add new voice bot connection, select Dialogflow CX, and then click Next.

  2. Click Next again to configure the account here rather than at Google.

    The bot details

  3. The 'Bot framework' field already reads Dialogflow CX. In the 'Bot connection name' field, enter a name for the bot connection.

  4. From the 'Live Hub region' drop-down list, select the region your Live Hub voice infrastructure runs in. See Global region support.

  5. Under Credentials, either click the upload icon Upload icon and select the Google service account JSON file, or fill in the fields yourself:

    • 'Private Key' — the private key configured for the Google speech service.
    • 'Client email' — the client's email address.
    • 'Project ID' — the Google Cloud project ID.

  6. Under 'Provider Region', from the 'Location' drop-down list, select the region the provider runs in.

    The provider region setting

  7. In the 'Agent ID' field, enter the agent ID.

  8. Click Next.

    The bot connection settings

  9. Leave 'Speech-to-text service' and 'Text-to-speech service' set to Google. Dialogflow supplies both, and no other provider can be selected here.

  10. Click Create.