Configure Virtual Agents

Before you begin

Build a Dialogflow agent that provides automated responses.


Log in to the customer organization using the URL and navigate to Services > Contact Center > Features.


Click New > Virtual Agent.


In the Channel Enablement page, choose an options:

  • Use For Chat—Enables self-service interactions for customer chat experiences. Add the virtual agent to Contact Center Chat Templates from the Cisco Webex Control Hub.
  • Use For Voice—Enables self-service for customer voice experiences by adding the Virtual Agent activity to your Flow management table in Routing Strategies.

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).

Select the Dialogflow API version:

  • V1 API—Enter the Client Access Token for your Dialogflow agent and click Validate.
  • V2 API(default)—Upload the Authentication Key by choosing the JSON file and click Validate.


    Ensure that the JSON file is created using the Dialogflow API Admin role that has full API access.


Enter the Virtual Agent name and the name must be unique and should not be more than 50 characters.


Optionally, 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 agent. The label card shows zero for new virtual agent.