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


Setup: Configuring the intent for the DialogFlow connection

Navigate to DialogFlow and create a new intent called talkativeChatbotVerification.


Make sure the text response is 'verified'

Ensure this is triggering as an event.

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"  
     }
}

Please note the email form used will be the data collection form set in the "wait messages" section of the widget config editor. Make sure you select a data collection form that has a field with an Interaction Data Key of Email (or that you gather that information in the pre-interaction form). If not, you will not be able to respond to user emails. Any fields collected in the pre-interaction form (and any chat messages sent in the conversation) will be sent. If you've already collected information in the pre-chat form, you do not need to ask again in the form.


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"  
     }
}


Entities

Talkative automatically saves entities from Dialogflow into Interaction Data, allowing you to save key data points to your interaction record in Talkative. Both custom entities and standard system entities will be saved to Interaction Data. This happens automatically, no set up is needed.

For example, you might collect a customer's account number as part of a chatbot conversation, which can then be used to surface a CRM record when the chatbot hands off to a human agent. For more on Entities, please see Google documentation: https://cloud.google.com/dialogflow/es/docs/entities-overview