The Talkative Configuration for your chatbot is very simple, and similar to configuring Dialogflow for any other service.

Responding to basic user messages

Recognising the message.

The user messages are sent verbatim to Dialogflow and they can be recognised via the Training Phases.

Training Phases

Responding to the message

To respond to the message, simply fill in the Default Responses. One of those will be randomly selected as a response.

Response Example

Message suggestions

To fill in message suggestions, simply create a google assistant integration with suggestion chips, and fill in your desired responses.

Suggestions

Custom actions

Transferring

To transfer, you will need to create a custom dialogflow response with the following content


{ 
"talkative-engage": {
"to": "<queue_uuid>",
"action": "transfer"
}
}



You will need the UUID to match one of your queues.

Transfer Response Example

Exceptions

A transfer may fail for 3 reasons:

- businessHours

- queueCap

- noUsers


These can be set as events in DialogFlow to trigger follow on intents. You can also choose to ignore these within the DialogFlow custom payload, for example:

{ 
"talkative-engage": {
"to": "<queue_uuid>",
"action": "transfer" ,
"ignore": [
"noUsers",
"businessHours"
]
}
}

Exception Intents

If your transfer fails due to businessHours, queueCap, or noUsers, you can set up an exception-based intent. A common use case is to provide an out-of-hours response if the chatbot transfers when business hours are closed. To create such an intent, you will need to create an intent with the following events:


interactionTransferFailed_businessHours
interactionTransferFailed_queueCap
interactionTransferFailed_noUsers



   


Emails

To allow the user to leave a message (that delivers as an email), you will need to send a custom response that contains:

{ 
    "talkative-engage": {    
        "action": "email"  
     }
}


Images

To make the chatbot send a message that contains an image, you will need to send a custom response that contains:

{
  "talkative-engage": {
    "action": "attach",
    "url": "https://i.imgur.com/AYlbbmX.gif"
  }
}


   

Ending

To end an interaction, you will need to send a custom response that contains:


{ 
    "talkative-engage": {    
        "action": "end"  
     }
}