We have talked a lot about chatbots for customer support in our previous pieces. And a scalable, efficient and cost-effective human+bot hybrid system has always been our philosophy.
In the past few months, we have released a lot of helpful bots to help you accelerate your customer support efforts. In this piece, I am going to walk you through steps to integrate Dialogflow (api.ai) bot into your website. We will be using Kommunicate powered chat plugin for adding to a website that integrates well with Dialogflow.
Can't wait to try out Dialogflow integration? Click here to get your web chat script with Dialogflow integration
Step 1: Setup chat widget with Dialogflow
Here’s a video explaining how to integrate:
Step 2: Get your Dialogflow API Credentials
After clicking on the setting one popup box will open. You will be asked for Dialogflow credentials. You can get them by logging into your Dialogflow console.
1. Open Dialogflow agent settings (gear icon on the left panel)
2. Click on the google cloud link which is mentioned in the google project bar
3. In the Google cloud page navigate to Credentials section by clicking on API’s & services
4. Under the Credentials section find the service account and click on edit for Dialogflow integrations
5. In the bottom of the screen click on ADD key button and create key option, JSON key will be downloaded
Save your settings and follow the instructions to complete the setup.
To integrate Dialogflow CX into Kommunicate follow the same instructions to download the JSON key and mention the Agent Id in the kommunicate dashboard
To get the Agent Id: Go to Dialogflow CX console >> Select the Project >> In the Agent you have created ‘Copy the agent name to the clipboard will be in the format mentioned below, where the Agent Id is
Step 3: Integrate Dialogflow (api.ai) Bot into Kommunicate
Go back to the Dialogflow settings screen of Kommunicate, upload your Service account key file. The instructions for the same are laid down on the webpage. Choose your default bot language and then click on next to save and proceed. Mention the Agent Id if you are integrating Dialogflow CX
Note that, you can enter knowledge base IDs if you are using knowledge connectors feature of Dialogflow.
In the bot profile section that follows, you will be able to give your bot a name. This name will be visible to your customers whenever the bot interacts with them.
To complete the setup, save and proceed to the next steps. You can set up your bot profile and automatic chatbot to human handoff in the next steps.
You can check your newly created bot in two places:
- Dashboard →Bot Integration → Manage Bots: You can check all your integrated bots here
- Dashboard → Bot Integration: Your Dialogflow icon should be green with the number of bots are you have successfully integrated.
Step 4: Integrate Dialogflow ES / Dialogflow CX bot in website
The final step is to connect Dialogflow bot into your website. Before that, to use the bot in customer conversation, you need to assign all the incoming conversations to the bot. You can do that from the Conversation rules section under Settings.
Enable Assign new conversations to bot and select your newly configured bot from the Select a bot dropdown. Learn more about conversation rules here.
Navigate to Dashboard →Settings. Click on Install under the Configuration section.
In these few simple steps, you can integrate bot using Dialogflow and Kommunicate into your website and automate mundane tasks so that your agents can concentrate on what only humans can do.
Are you considering chatbots for your business? Download the Complete Beginner's Guide to Chatbots for a more detailed explanation on chatbots' capabilities, industry use-cases and a step-by-step guide on how to build one.
- Bot + Human Hybrid — The New Era of Customer Support
- Bots Are Here To Stay — So Are Your Customer Support Agents
PS: I thank Vipin from the Kommunicate team for helping me with initial notes.
At Kommunicate, we are envisioning a world-beating customer support solution to empower the new era of customer support. We would love to have you on board to have a first-hand experience of Kommunicate. You can signup here and start delighting your customers right away.