Dialogflow CX Phone Gateway

The Dialogflow CX Phone Gateway feature provides a telephone interface to your agent. It is used to build conversational IVR (interactive voice response) solutions that integrate with the rest of your call center network. With the phone gateway, you can select a telephone number hosted by Google and connect it to your agent.

For more information, see call companion.

Limitations

The following limitations apply:

  • This integration works only with agents created in the global region. If you need a local telephone number hosted in a specific region, contact your Google account team.
  • Support is limited to US phone numbers.
  • There are quotas and limits for this feature. If you receive a busy signal or the call drops, you might have exceeded your quota.
  • Partial response is supported for all routes except the Default welcome intent route on the Default start flow's start page.
  • This integration uses the phone_call speech model, even if other speech models are specified in the console or in the conversation profile, unless you enable the Override request-level speech model setting.

Supported languages

The Dialogflow CX Phone Gateway feature supports all languages that provide both STT and TTS.

Set up a phone gateway

To set up your gateway, follow these steps:

  1. Go to the Dialogflow CX console. Select your Google Cloud project and select your agent.
  2. Go to the Manage tab on the navigation menu.
  3. Select Integrations and click Try it under CX Phone Gateway.
  4. Click + Create.
    1. Select the country code for the phone number.
    2. Optional: Select the area codes that you want.
    3. Click Request.
  5. Select a phone number:
    1. Select a telephony number from the list.
    2. Enter a display name for configuring the conversation profile associated with the phone number.
    3. Optional: Select Show more settings and update the settings for the conversation profile.
    4. Click Save.
  6. Completion:
    1. The gateway is now active.
    2. You can select the phone number on the Phone Numbers page to check and update settings.

Call the phone number

Call the number and follow the voice prompts. If the agent reaches the end session state, the call ends.

Retrieve caller phone number

Retrieve the caller_id value from the payload field.

Play prerecorded audio

Use fulfillment options to play prerecorded audio. The audio must contain a single channel (mono) of μ-law encoded audio at 8kHz and be hosted on Cloud Storage.

Transfer a call

Use fulfillment options to transfer a call.

Webhook request payload

If you have configured a webhook, this integration populates the WebhookRequest.payload field with the caller ID of the end-user.

The format is as follows:

"payload": {
  "telephony": {
    "caller_id": "+18558363987"
  }
}

Delete a number

You can select the Delete icon of a phone number to delete that number.

Delete an agent

You can delete agents by deleting your Google Cloud project. If you want to keep using your Google Cloud project, you must delete all the phone numbers associated with your phone gateway agent before you delete the agent.

For more information about deleting a number, see Delete a number.