Configure Virtual Agent

Before you begin

Build a Dialogflow agent that provides automated responses.


From the customer view in, select Services.


On the Contact Center card, select Features.


Click New > Virtual Agent > Virtual Agent.


In the Create a Dialogflow agent before proceeding page, choose one option:

  • No, I don't have a preconfigured Dialogflow agent—If you choose this option, download the Sample Agent, and then import and customize your agent.

  • Yes, I have a preconfigured Dialogflow agent—Download the file with an Escalation Intent (for escalating customer interactions to agents) and a Handled Intent (to end the Virtual Agent interaction with the customer and mark it as completed).


In the Provide a unique name page, provide the following information:

  • Provide a unique name for your Virtual Agent—Enter a unique name for the virtual agent. This is a mandatory field. Ensure that the same name is used in the Virtual Agent activity in the Flow Designer to reference this connector.

  • Provide Dialogflow Project ID—(Optional) Provide an optional customer Dialogflow Project ID with Contact Center AI powered by Google Cloud subscription. If you have not specified a Project ID, then the Project ID from the service account in the json key will be used.

    This field is applicable if you are an OEM customer, subscribed for a Contact Center AI powered by Google Cloud (CCAI) account to use voice bots and chat bots from Cisco-created GCP Projects.


    This field is not applicable if you are a non-OEM customer.

  • Provide Dialogflow Region ID—(Optional) Provide a Region ID for rationalization and data residency within the same region. If you have not specified the Region ID, the default region is global. If you do not enter a valid Region ID an API error can occur. For more information about the supported Region ID, see


In the Complete Dialogue Integration page, download an authentication key as a JSON file from your Google Cloud Platform Service Account. For more information, see

Upload the authentication key by choosing the JSON file and click Validate.


(Optional) You can upload an Avatar picture.


Click Finish to create the Virtual Agent. The Features page appears and displays the newly created virtual agent card.

The In Use label in the card shows the number of templates where you have used this virtual assistant. The label card shows zero for new virtual agents.