Custom events and custom payload features provide a better end-user experience and control over a conversation while interacting with the Virtual Agent Voice – CX bot. This custom payload feature sends payload information from the Google CX application to the client side for processing. The custom event feature helps to select a particular event to be invoked under the CX application using the client-side API.

For information about custom events, see https://cloud.google.com/dialogflow/es/docs/events-custom.

1

In the Dialogflow CX console, choose the project and the agent.

2

In the CX agent screen, go to the Build tab. Choose the required flow and the required page (Start/End Flow/End Session) in this flow in which a fulfillment is needed from the contact center application.

The selected page details appear.
3

Under the Routes section, define a route and conditions that satisfy the custom exit criteria for triggering the transition.

4

In this route, under Fulfillment section, click Add dialogue option and choose Custom payload.

Define a custom payload only. Do not add any other dialogue options.

5

Add the custom payload of type Execute_Request that defines the payload to be sent from CX in the following format:

{
"Execute_Request":{
"Event_Name": "<Name of the event>", 
"Data" : { 
"Params":{ 
"<param1 name>": "<param1 value>", 
"<param2 name>": "<param2 value>"
}

  • For Webex Contact Center solution, map this event name to the State Event Name in the Virtual Agent V2 activity in Flow Designer for decision mapping.

  • For Contact Center Enterprise solution, provide this event name to the VirtualAgentVoice element during re-entry from the on-premises application to cloud.

6

Choose Page in the Transition section to set the transition to the same page when the flow resumes.

7

Create an event handler and provide the event name in the flow builder application. For more information, see https://cloud.google.com/dialogflow/cx/docs/reference/rest/v3/EventHandler.