使用 Dialogflow 添加自动化功能

选择是使用 Business Communications Developer Console 还是 API 管理代理。

开发者控制台 API

已弃用：dialogflowAssociation 和相关 API 已于 2022 年 9 月 26 日关停。

Dialogflow 是一款自然语言理解 (NLU) 工具，可处理用户输入，将其映射到已知的意图，并以适当的回复做出响应。Dialogflow 有两个版本。通过将 Business Messages 代理与 Dialogflow ES 集成，您可以轻松创建简单的自动化功能，以快速启动代理。通过与 Dialogflow CX 集成，您可以为更复杂的对话创建高级自动化功能。

Business Messages 代理支持直接与

• Dialogflow ES：intent 匹配和 FAQ 聊天机器人
• Dialogflow CX：意图匹配和在线客服人员转接

如需将 Business Messages 代理与 Dialogflow ES 或 Dialogflow CX 的其他功能集成，请参阅每个产品的文档。

当用户向具有 Dialogflow 集成的代理发送消息时，Business Messages 会将该用户消息传递给 Dialogflow，并在该消息的 dialogflowResponse 对象中向代理发送 Dialogflow 响应。您可以将代理配置为自动向用户发送 Dialogflow 的响应，而无需您执行任何操作。如需了解详情，请参阅自动回复。

Dialogflow 集成

您需要先启用 Dialogflow 集成，然后才能通过 Business Messages 使用基于 Dialogflow 的自动化功能。

前提条件

首先，您需要

• Business Messages 代理
• 全球区域，根语言为英语 (en) 的 Dialogflow 代理

如果您没有 Dialogflow 代理，请创建一个。

Dialogflow ES

在启用 Dialogflow ES 集成之前，您需要 Dialogflow 代理的项目 ID。如需查找项目 ID，请执行以下操作：

1. 导航到 Dialogflow 控制台。
2. 选择要关联到 Business Messages 的 Dialogflow 代理，然后点击代理名称旁边的齿轮图标 。
3. 在 Google 项目下，记下项目 ID 值。

Dialogflow CX

在启用 Dialogflow CX 集成之前，您需要 Dialogflow 代理的项目 ID 和代理 ID。要找到这些 ID，请执行以下操作：

1. 导航到 Dialogflow CX 控制台。
2. 选择您的 Dialogflow 项目。
3. 在代理选择器中，点击 Dialogflow 代理旁边的溢出菜单 。
4. 点击复制名称。此操作会按照以下格式复制代理的全名：projects/PROJECT_ID/locations/REGION_ID/agents/AGENT_ID。
5. 记下项目 ID 和代理 ID 值。

创建集成

1. 从 dialogflowServiceAccountEmail 获取合作伙伴的 Dialogflow 服务帐号电子邮件地址。将 PARTNER_ID 替换为您的合作伙伴 ID。

   cURL

   
   # This code gets the partner.
   # Read more: https://developers.google.com/business-communications/business-messages/reference/business-communications/rest/v1/partners/get
   
   # Replace the __PARTNER_ID__
   # Make sure a service account key file exists at ./service_account_key.json
   
   curl -X GET \
   "https://businesscommunications.googleapis.com/v1/partners/__PARTNER_ID__" \
   -H "Content-Type: application/json" \
   -H "User-Agent: curl/business-communications" \
   -H "$(oauth2l header --json ./service_account_key.json businesscommunications)"
   get-partner.sh
   

   Node.js

   
   /**
    * This code snippet gets a partner.
    * Read more: https://developers.google.com/business-communications/business-messages/reference/business-communications/rest/v1/partners/get
    *
    * This code is based on the https://github.com/google-business-communications/nodejs-businesscommunications Node.js
    * Business Communications client library.
    */
   
   /**
    * Edit the values below:
    */
    const PARTNER_ID = 'EDIT_HERE';
    const PATH_TO_SERVICE_ACCOUNT_KEY = './service_account_key.json';
   
    const businesscommunications = require('businesscommunications');
    const {google} = require('googleapis');
   
    // Initialize the Business Communications API
    const bcApi = new businesscommunications.businesscommunications_v1.Businesscommunications({});
   
    // Set the scope that we need for the Business Communications API
    const scopes = [
      'https://www.googleapis.com/auth/businesscommunications',
    ];
   
    // Set the private key to the service account file
    const privatekey = require(PATH_TO_SERVICE_ACCOUNT_KEY);
   
    async function main() {
      const authClient = await initCredentials();
   
      const partnerName = 'partners/' + PARTNER_ID;
   
      if (authClient) {
        // Setup the parameters for the API call
        const apiParams = {
          auth: authClient,
          name: partnerName,
        };
   
        bcApi.partners.get(apiParams, {}, (err, response) => {
          if (err !== undefined && err !== null) {
            console.dir(err);
          } else {
            // Agent found
            console.log(response.data);
          }
        });
      }
      else {
        console.log('Authentication failure.');
      }
    }
   
    /**
     * Initializes the Google credentials for calling the
     * Business Messages API.
     */
     async function initCredentials() {
      // Configure a JWT auth client
      const authClient = new google.auth.JWT(
        privatekey.client_email,
        null,
        privatekey.private_key,
        scopes,
      );
   
      return new Promise(function(resolve, reject) {
        // Authenticate request
        authClient.authorize(function(err, tokens) {
          if (err) {
            reject(false);
          } else {
            resolve(authClient);
          }
        });
      });
    }
   
    main();
   get-partner.js
   

   Python

   
   """This code gets a partner.
   
   Read more: https://developers.google.com/business-communications/business-messages/reference/business-communications/rest/v1/partners/get
   
   This code is based on the https://github.com/google-business-communications/python-businessmessages
   Python Business Messages client library.
   """
   
   from oauth2client.service_account import ServiceAccountCredentials
   from businesscommunications.businesscommunications_v1_client import BusinesscommunicationsV1
   from businesscommunications.businesscommunications_v1_messages import (
       Agent,
       BusinesscommunicationsPartnersGetRequest,
   )
   
   # Edit the values below:
   PARTNER_ID = 'EDIT_HERE'
   SCOPES = ['https://www.googleapis.com/auth/businesscommunications']
   SERVICE_ACCOUNT_FILE = './service_account_key.json'
   
   credentials = ServiceAccountCredentials.from_json_keyfile_name(
       SERVICE_ACCOUNT_FILE, scopes=SCOPES)
   
   client = BusinesscommunicationsV1(credentials=credentials)
   
   partners_service = BusinesscommunicationsV1.PartnersService(client)
   
   partner_name = 'partners/' + PARTNER_ID
   
   partner = partners_service.Get(BusinesscommunicationsPartnersGetRequest(
           name=partner_name
       ))
   
   print(partner)
   get-partner.py
   

2. 复制服务帐号电子邮件地址。此帐号会将您的企业消息与 Dialogflow 代理连接起来。

3. 在 Google Cloud Console 中，选择您的 Dialogflow 项目。

4. 导航到 IAM 权限。

5. 点击添加，然后输入新成员的服务帐号电子邮件地址。

6. 在选择角色部分，选择 Dialogflow 控制台代理编辑器。

7. 点击添加其他角色，然后选择 Dialogflow API 客户端。

8. 点击保存。

9. 将 Dialogflow 项目与 Business Messages 代理集成。

   将 AUTO_RESPONSE_STATUS 替换为 ENABLED 或 DISABLED，具体取决于您是否希望 Business Messages 使用 Dialogflow 响应自动响应用户。

   Dialogflow ES

   cURL

   
   # This code creates a Dialogflow ES integration.
   # Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#dialogflow_es
   
   # Replace the __BRAND_ID__, __AGENT_ID__, __DIALOGFLOW_ES_PROJECT_ID__ and __AUTO_RESPONSE_STATUS__
   # Make sure a service account key file exists at ./service_account_key.json
   
   curl -X POST \
   "https://businesscommunications.googleapis.com/v1/brands/__BRAND_ID__/agents/__AGENT_ID__/integrations" \
   -H "$(oauth2l header --json ./service_account_key.json businesscommunications)" \
   -H "Content-Type: application/json"  \
   -H "User-Agent: curl/business-communications" \
   -d '{
      "dialogflowEsIntegration": {
        "dialogflowProjectId": "__DIALOGFLOW_ES_PROJECT_ID__",
        "autoResponseStatus": "__AUTO_RESPONSE_STATUS__"
      }
   }'
   create-integration-dialogflow-es.sh
   

   Node.js

   
   /**
    * This code snippet creates a Dialogflow ES integration.
    * Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#dialogflow_es
    *
    * This code is based on the https://github.com/google-business-communications/nodejs-businesscommunications Node.js
    * Business Communications client library.
    */
   
   /**
    * Edit the values below:
    */
    const BRAND_ID = 'EDIT_HERE';
    const AGENT_ID = 'EDIT_HERE';
    const DIALOGFLOW_ES_PROJECT_ID = 'EDIT_HERE'
    const PATH_TO_SERVICE_ACCOUNT_KEY = './service_account_key.json';
   
    const businesscommunications = require('businesscommunications');
    const {google} = require('googleapis');
    const uuidv4 = require('uuid').v4;
   
    // Initialize the Business Communications API
    const bcApi = new businesscommunications.businesscommunications_v1.Businesscommunications({});
   
    // Set the scope that we need for the Business Communications API
    const scopes = [
      'https://www.googleapis.com/auth/businesscommunications',
    ];
   
    // Set the private key to the service account file
    const privatekey = require(PATH_TO_SERVICE_ACCOUNT_KEY);
   
    async function main() {
      const authClient = await initCredentials();
      const agentName = 'brands/' + BRAND_ID + '/agents/' + AGENT_ID;
   
      if (authClient) {
        const integrationObject = {
          dialogflowEsIntegration: {
            dialogflowProjectId: DIALOGFLOW_ES_PROJECT_ID,
            autoResponseStatus: 'ENABLED'
          }
        };
   
        // Setup the parameters for the API call
        const apiParams = {
          auth: authClient,
          parent: agentName,
          resource: integrationObject
        };
   
        bcApi.brands.agents.integrations.create(apiParams, {}, (err, response) => {
          if (err !== undefined && err !== null) {
            console.dir(err);
          } else {
            // Agent created
            console.log(response.data);
          }
        });
      }
      else {
        console.log('Authentication failure.');
      }
    }
   
    /**
     * Initializes the Google credentials for calling the
     * Business Messages API.
     */
     async function initCredentials() {
      // Configure a JWT auth client
      const authClient = new google.auth.JWT(
        privatekey.client_email,
        null,
        privatekey.private_key,
        scopes,
      );
   
      return new Promise(function(resolve, reject) {
        // Authenticate request
        authClient.authorize(function(err, tokens) {
          if (err) {
            reject(false);
          } else {
            resolve(authClient);
          }
        });
      });
    }
   
    main();
   create-integration-dialogflow-es.js
   

   Python

   
   """This code snippet creates a Dialogflow ES integration.
   
   Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#dialogflow_es
   
   This code is based on the https://github.com/google-business-communications/python-businessmessages
   Python Business Messages client library.
   """
   
   from oauth2client.service_account import ServiceAccountCredentials
   from businesscommunications.businesscommunications_v1_client import BusinesscommunicationsV1
   from businesscommunications.businesscommunications_v1_messages import (
       BusinesscommunicationsBrandsAgentsIntegrationsCreateRequest,
       DialogflowEsIntegration
   )
   
   # Edit the values below:
   BRAND_ID = 'EDIT_HERE'
   AGENT_ID = 'EDIT_HERE'
   DIALOGFLOW_ES_PROJECT_ID = 'EDIT_HERE'
   SCOPES = ['https://www.googleapis.com/auth/businesscommunications']
   SERVICE_ACCOUNT_FILE = './service_account_key.json'
   
   credentials = ServiceAccountCredentials.from_json_keyfile_name(
       SERVICE_ACCOUNT_FILE, scopes=SCOPES)
   
   client = BusinesscommunicationsV1(credentials=credentials)
   
   integrations_service = BusinesscommunicationsV1.BrandsAgentsIntegrationsService(client)
   
   agent_name = 'brands/' + BRAND_ID + '/agents/' + AGENT_ID
   
   integration = integrations_service.Create(BusinesscommunicationsBrandsAgentsIntegrationsCreateRequest(
     integration=DialogflowEsIntegration(
       autoResponseStatus=DialogflowEsIntegration.AutoResponseStatusValueValuesEnum.ENABLED,
       dialogflowProjectId=DIALOGFLOW_ES_PROJECT_ID
     ),
     parent=agent_name
   ))
   
   print(integration)
   create-integration-dialogflow-es.py
   

   Dialogflow CX

   cURL

   
   # This code creates a Dialogflow CX integration.
   # Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#dialogflow_cx
   
   # Replace the __BRAND_ID__, __AGENT_ID__, __DIALOGFLOW_CX_PROJECT_ID__, __DIALOGFLOW_CX_AGENT_ID__ and __AUTO_RESPONSE_STATUS__
   # Make sure a service account key file exists at ./service_account_key.json
   
   curl -X POST \
   "https://businesscommunications.googleapis.com/v1/brands/__BRAND_ID__/agents/__AGENT_ID__/integrations" \
   -H "$(oauth2l header --json ./service_account_key.json businesscommunications)" \
   -H "Content-Type: application/json"  \
   -H "User-Agent: curl/business-communications" \
   -d '{
      "dialogflowCxIntegration": {
        "dialogflowProjectId": "__DIALOGFLOW_CX_PROJECT_ID__",
        "dialogflowAgentId": "__DIALOGFLOW_CX_AGENT_ID__",
        "autoResponseStatus": "__AUTO_RESPONSE_STATUS__"
      }
   }'
   create-integration-dialogflow-cx.sh
   

   Node.js

   
   /**
    * This code snippet creates a Dialogflow CX integration.
    * Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#dialogflow_cx
    *
    * This code is based on the https://github.com/google-business-communications/nodejs-businesscommunications Node.js
    * Business Communications client library.
    */
   
   /**
    * Edit the values below:
    */
   const BRAND_ID = 'EDIT_HERE';
   const AGENT_ID = 'EDIT_HERE';
   const DIALOGFLOW_CX_AGENT_ID = 'EDIT_HERE'
   const DIALOGFLOW_CX_PROJECT_ID = 'EDIT_HERE'
   const PATH_TO_SERVICE_ACCOUNT_KEY = './service_account_key.json';
   
   const businesscommunications = require('businesscommunications');
   const {google} = require('googleapis');
   const uuidv4 = require('uuid').v4;
   
   // Initialize the Business Communications API
   const bcApi = new businesscommunications.businesscommunications_v1.Businesscommunications({});
   
   // Set the scope that we need for the Business Communications API
   const scopes = [
     'https://www.googleapis.com/auth/businesscommunications',
   ];
   
   // Set the private key to the service account file
   const privatekey = require(PATH_TO_SERVICE_ACCOUNT_KEY);
   
   async function main() {
     const authClient = await initCredentials();
     const agentName = 'brands/' + BRAND_ID + '/agents/' + AGENT_ID;
   
     if (authClient) {
       const integrationObject = {
         dialogflowCxIntegration: {
           dialogflowProjectId: DIALOGFLOW_CX_PROJECT_ID,
           dialogflowAgentId: DIALOGFLOW_CX_AGENT_ID,
           autoResponseStatus: 'ENABLED'
         }
       };
   
       // Setup the parameters for the API call
       const apiParams = {
         auth: authClient,
         parent: agentName,
         resource: integrationObject
       };
   
       bcApi.brands.agents.integrations.create(apiParams, {}, (err, response) => {
         if (err !== undefined && err !== null) {
           console.dir(err);
         } else {
           // Agent created
           console.log(response.data);
         }
       });
     }
     else {
       console.log('Authentication failure.');
     }
   }
   
   /**
    * Initializes the Google credentials for calling the
    * Business Messages API.
    */
    async function initCredentials() {
     // Configure a JWT auth client
     const authClient = new google.auth.JWT(
       privatekey.client_email,
       null,
       privatekey.private_key,
       scopes,
     );
   
     return new Promise(function(resolve, reject) {
       // Authenticate request
       authClient.authorize(function(err, tokens) {
         if (err) {
           reject(false);
         } else {
           resolve(authClient);
         }
       });
     });
   }
   
   main();
   create-integration-dialogflow-cx.js
   

   Python

   
   """This code snippet creates a Dialogflow CX integration.
   
   Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#dialogflow_cx
   
   This code is based on the https://github.com/google-business-communications/python-businessmessages
   Python Business Messages client library.
   """
   
   from oauth2client.service_account import ServiceAccountCredentials
   from businesscommunications.businesscommunications_v1_client import BusinesscommunicationsV1
   from businesscommunications.businesscommunications_v1_messages import (
       BusinesscommunicationsBrandsAgentsIntegrationsCreateRequest,
       DialogflowCxIntegration
   )
   
   # Edit the values below:
   BRAND_ID = 'EDIT_HERE'
   AGENT_ID = 'EDIT_HERE'
   DIALOGFLOW_CX_AGENT_ID = 'EDIT_HERE'
   DIALOGFLOW_CX_PROJECT_ID = 'EDIT_HERE'
   SCOPES = ['https://www.googleapis.com/auth/businesscommunications']
   SERVICE_ACCOUNT_FILE = './service_account_key.json'
   
   credentials = ServiceAccountCredentials.from_json_keyfile_name(
       SERVICE_ACCOUNT_FILE, scopes=SCOPES)
   
   client = BusinesscommunicationsV1(credentials=credentials)
   
   integrations_service = BusinesscommunicationsV1.BrandsAgentsIntegrationsService(client)
   
   agent_name = 'brands/' + BRAND_ID + '/agents/' + AGENT_ID
   
   integration = integrations_service.Create(BusinesscommunicationsBrandsAgentsIntegrationsCreateRequest(
     integration=DialogflowCxIntegration(
       autoResponseStatus=DialogflowCxIntegration.AutoResponseStatusValueValuesEnum.ENABLED,
       dialogflowAgentId=DIALOGFLOW_CX_AGENT_ID,
       dialogflowProjectId=DIALOGFLOW_CX_PROJECT_ID
     ),
     parent=agent_name
   ))
   
   print(integration)
   create-integration-dialogflow-cx.py
   

   如需了解格式设置和值选项，请参阅 Integration。

Business Messages 与 Dialogflow 连接大约需要两分钟时间。如需检查集成的状态，请获取集成的 OperationInfo。

更新集成

如需更新代理的自动响应设置，请运行以下命令。将 AUTO_RESPONSE_STATUS 替换为 ENABLED 或 DISABLED，具体取决于您是否希望 Business Messages 使用 Dialogflow 响应自动回复用户。

Dialogflow ES

cURL

# This code updates the Dialogflow association.
# Read more: https://developers.google.com/business-communications/business-messages/reference/business-communications/rest/v1/brands.agents/updateDialogflowAssociation

# Replace the __BRAND_ID__ and __AGENT_ID__
# Make sure a service account key file exists at ./service_account_key.json

curl -X PATCH \
"https://businesscommunications.googleapis.com/v1/brands/__BRAND_ID__/agents/__AGENT_ID__/dialogflowAssociation?updateMask=enableAutoResponse" \
-H "Content-Type: application/json" \
-H "User-Agent: curl/business-communications" \
-H "$(oauth2l header --json ./service_account_key.json businesscommunications)" \
-d '{
  "enableAutoResponse": true
}'
update-dialogflow-association.sh

Dialogflow CX

cURL

# This code updates the Dialogflow association.
# Read more: https://developers.google.com/business-communications/business-messages/reference/business-communications/rest/v1/brands.agents/updateDialogflowAssociation

# Replace the __BRAND_ID__ and __AGENT_ID__
# Make sure a service account key file exists at ./service_account_key.json

curl -X PATCH \
"https://businesscommunications.googleapis.com/v1/brands/__BRAND_ID__/agents/__AGENT_ID__/dialogflowAssociation?updateMask=enableAutoResponse" \
-H "Content-Type: application/json" \
-H "User-Agent: curl/business-communications" \
-H "$(oauth2l header --json ./service_account_key.json businesscommunications)" \
-d '{
  "enableAutoResponse": true
}'
update-dialogflow-association.sh

如需了解格式设置和值选项，请参阅 Integration。

在 Dialogflow 版本之间切换

Business Messages 代理一次只能支持一个 Dialogflow 集成。要从一个 Dialogflow 版本切换到另一个 Dialogflow 版本，您需要先移除当前的集成，然后再创建新集成。

注意：从移除一项集成到创建另一项集成，Dialogflow 无法处理 Business Messages 代理的消息。如果代理在此期间无法响应，您可以调整代理可用性，以解决任何停机问题。

删除集成

如果您需要从 Business Messages 代理中移除 Dialogflow，请使用以下命令删除集成。

cURL

# This code deletes an integration.
# Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#delete_the_integration

# Replace the __BRAND_ID__, __AGENT_ID__ and __INTEGRATION_ID__
# Make sure a service account key file exists at ./service_account_key.json

curl -X DELETE \
"https://businesscommunications.googleapis.com/v1/brands/__BRAND_ID__/agents/__AGENT_ID__/integrations/__INTEGRATION_ID__" \
-H "Content-Type: application/json" \
-H "User-Agent: curl/business-communications" \
-H "$(oauth2l header --json ./service_account_key.json businesscommunications)"
delete-integration.sh

Node.js

/**
 * This code snippet deletes an integration.
 * Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#delete_the_integration
 *
 * This code is based on the https://github.com/google-business-communications/nodejs-businesscommunications Node.js
 * Business Communications client library.
 */

/**
 * Edit the values below:
 */
 const BRAND_ID = 'EDIT_HERE';
 const AGENT_ID = 'EDIT_HERE';
 const INTEGRATION_ID = 'EDIT_HERE';
 const PATH_TO_SERVICE_ACCOUNT_KEY = './service_account_key.json';

 const businesscommunications = require('businesscommunications');
 const {google} = require('googleapis');
 const uuidv4 = require('uuid').v4;

 // Initialize the Business Communications API
 const bcApi = new businesscommunications.businesscommunications_v1.Businesscommunications({});

 // Set the scope that we need for the Business Communications API
 const scopes = [
   'https://www.googleapis.com/auth/businesscommunications',
 ];

 // Set the private key to the service account file
 const privatekey = require(PATH_TO_SERVICE_ACCOUNT_KEY);

 async function main() {
   const authClient = await initCredentials();
   const integrationName = 'brands/' + BRAND_ID + '/agents/' + AGENT_ID + '/integrations/' + INTEGRATION_ID;

   if (authClient) {
     // Setup the parameters for the API call
     const apiParams = {
       auth: authClient,
       name: integrationName,
     };

     bcApi.brands.agents.integrations.delete(apiParams, {}, (err, response) => {
       if (err !== undefined && err !== null) {
         console.dir(err);
       } else {
         // Agent created
         console.log(response.data);
       }
     });
   }
   else {
     console.log('Authentication failure.');
   }
 }

 /**
  * Initializes the Google credentials for calling the
  * Business Messages API.
  */
  async function initCredentials() {
   // Configure a JWT auth client
   const authClient = new google.auth.JWT(
     privatekey.client_email,
     null,
     privatekey.private_key,
     scopes,
   );

   return new Promise(function(resolve, reject) {
     // Authenticate request
     authClient.authorize(function(err, tokens) {
       if (err) {
         reject(false);
       } else {
         resolve(authClient);
       }
     });
   });
 }

 main();
delete-integration.js

Python

"""This code snippet deletes an integration.

Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#delete_the_integration

This code is based on the https://github.com/google-business-communications/python-businessmessages
Python Business Messages client library.
"""

from oauth2client.service_account import ServiceAccountCredentials
from businesscommunications.businesscommunications_v1_client import BusinesscommunicationsV1
from businesscommunications.businesscommunications_v1_messages import (
    BusinesscommunicationsBrandsAgentsIntegrationsDeleteRequest
)

# Edit the values below:
BRAND_ID = 'EDIT_HERE'
AGENT_ID = 'EDIT_HERE'
INTEGRATION_ID = 'EDIT_HERE'
SCOPES = ['https://www.googleapis.com/auth/businesscommunications']
SERVICE_ACCOUNT_FILE = './service_account_key.json'

credentials = ServiceAccountCredentials.from_json_keyfile_name(
    SERVICE_ACCOUNT_FILE, scopes=SCOPES)

client = BusinesscommunicationsV1(credentials=credentials)

integrations_service = BusinesscommunicationsV1.BrandsAgentsIntegrationsService(client)

integration_name = 'brands/' + BRAND_ID + '/agents/' + AGENT_ID + '/integrations/' + INTEGRATION_ID

integration = integrations_service.Delete(BusinesscommunicationsBrandsAgentsIntegrationsDeleteRequest(
  name=integration_name
))

print(integration)
delete-integration.py

如需了解格式设置和值选项，请参阅 Integration。

获取集成信息

如需获取有关集成的信息，您可以使用 Business Communications API，前提是具有该集成的 name 值。

获取单个集成的信息

如需获取集成信息，请运行以下命令。

注意：代理名称和 ID 必须经过网址编码。例如，如果代理名称或 ID 包含“/”，请将“/”更改为“%2F”。

cURL

# This code gets information about an integration.
# Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#get_info_for_a_single_integration

# Replace the __BRAND_ID__, __AGENT_ID__ and __INTEGRATION_ID__
# Make sure a service account key file exists at ./service_account_key.json

curl -X GET \
"https://businesscommunications.googleapis.com/v1/brands/__BRAND_ID__/agents/__AGENT_ID__/integrations/__INTEGRATION_ID__" \
-H "Content-Type: application/json" \
-H "User-Agent: curl/business-communications" \
-H "$(oauth2l header --json ./service_account_key.json businesscommunications)"
get-integration-info.sh

Node.js

/**
 * This code snippet gets information about an integration.
 * Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#get_info_for_a_single_integration
 *
 * This code is based on the https://github.com/google-business-communications/nodejs-businesscommunications Node.js
 * Business Communications client library.
 */

/**
 * Edit the values below:
 */
 const BRAND_ID = 'EDIT_HERE';
 const AGENT_ID = 'EDIT_HERE';
 const INTEGRATION_ID = 'EDIT_HERE';
 const PATH_TO_SERVICE_ACCOUNT_KEY = './service_account_key.json';

 const businesscommunications = require('businesscommunications');
 const {google} = require('googleapis');
 const uuidv4 = require('uuid').v4;

 // Initialize the Business Communications API
 const bcApi = new businesscommunications.businesscommunications_v1.Businesscommunications({});

 // Set the scope that we need for the Business Communications API
 const scopes = [
   'https://www.googleapis.com/auth/businesscommunications',
 ];

 // Set the private key to the service account file
 const privatekey = require(PATH_TO_SERVICE_ACCOUNT_KEY);

 async function main() {
   const authClient = await initCredentials();
   const integrationName = 'brands/' + BRAND_ID + '/agents/' + AGENT_ID + '/integrations/' + INTEGRATION_ID;

   if (authClient) {
     // Setup the parameters for the API call
     const apiParams = {
       auth: authClient,
       name: integrationName,
     };

     bcApi.brands.agents.integrations.get(apiParams, {}, (err, response) => {
       if (err !== undefined && err !== null) {
         console.dir(err);
       } else {
         // Agent created
         console.log(response.data);
       }
     });
   }
   else {
     console.log('Authentication failure.');
   }
 }

 /**
  * Initializes the Google credentials for calling the
  * Business Messages API.
  */
  async function initCredentials() {
   // Configure a JWT auth client
   const authClient = new google.auth.JWT(
     privatekey.client_email,
     null,
     privatekey.private_key,
     scopes,
   );

   return new Promise(function(resolve, reject) {
     // Authenticate request
     authClient.authorize(function(err, tokens) {
       if (err) {
         reject(false);
       } else {
         resolve(authClient);
       }
     });
   });
 }

 main();
get-integration-info.js

Python

"""This code snippet gets information about an integration.

Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#get_info_for_a_single_integration

This code is based on the https://github.com/google-business-communications/python-businessmessages
Python Business Messages client library.
"""

from oauth2client.service_account import ServiceAccountCredentials
from businesscommunications.businesscommunications_v1_client import BusinesscommunicationsV1
from businesscommunications.businesscommunications_v1_messages import (
    BusinesscommunicationsBrandsAgentsIntegrationsDeleteRequest
)

# Edit the values below:
BRAND_ID = 'EDIT_HERE'
AGENT_ID = 'EDIT_HERE'
INTEGRATION_ID = 'EDIT_HERE'
SCOPES = ['https://www.googleapis.com/auth/businesscommunications']
SERVICE_ACCOUNT_FILE = './service_account_key.json'

credentials = ServiceAccountCredentials.from_json_keyfile_name(
    SERVICE_ACCOUNT_FILE, scopes=SCOPES)

client = BusinesscommunicationsV1(credentials=credentials)

integrations_service = BusinesscommunicationsV1.BrandsAgentsIntegrationsService(client)

integration_name = 'brands/' + BRAND_ID + '/agents/' + AGENT_ID + '/integrations/' + INTEGRATION_ID

integration = integrations_service.Get(BusinesscommunicationsBrandsAgentsIntegrationsDeleteRequest(
  name=integration_name
))

print(integration)
get-integration-info.py

如需了解格式设置和值选项，请参阅 Integration。

列出代理的所有集成

如果您不知道集成的名称，则可以从 GET 请求网址中省略 INTEGRATION_ID 值，以获取与代理关联的所有集成的信息。

注意：代理名称和 ID 必须经过网址编码。例如，如果代理名称或 ID 包含“/”，请将“/”更改为“%2F”。

cURL

# This code lists all integrations for an agent.
# Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#list_all_integrations_for_an_agent

# Replace the __BRAND_ID__ and __AGENT_ID__
# Make sure a service account key file exists at ./service_account_key.json

curl -X GET \
"https://businesscommunications.googleapis.com/v1/brands/__BRAND_ID__/agents/__AGENT_ID__/integrations" \
-H "Content-Type: application/json" \
-H "User-Agent: curl/business-communications" \
-H "$(oauth2l header --json ./service_account_key.json businesscommunications)"
list-integrations.sh

Node.js

/**
 * This code snippet lists all integrations for an agent.
 * Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#list_all_integrations_for_an_agent
 *
 * This code is based on the https://github.com/google-business-communications/nodejs-businesscommunications Node.js
 * Business Communications client library.
 */

/**
 * Edit the values below:
 */
 const BRAND_ID = 'EDIT_HERE';
 const AGENT_ID = 'EDIT_HERE';
 const PATH_TO_SERVICE_ACCOUNT_KEY = './service_account_key.json';

 const businesscommunications = require('businesscommunications');
 const {google} = require('googleapis');
 const uuidv4 = require('uuid').v4;

 // Initialize the Business Communications API
 const bcApi = new businesscommunications.businesscommunications_v1.Businesscommunications({});

 // Set the scope that we need for the Business Communications API
 const scopes = [
   'https://www.googleapis.com/auth/businesscommunications',
 ];

 // Set the private key to the service account file
 const privatekey = require(PATH_TO_SERVICE_ACCOUNT_KEY);

 async function main() {
   const authClient = await initCredentials();

   if (authClient) {
     // Setup the parameters for the API call
     const apiParams = {
       auth: authClient,
       parent: 'brands/' + BRAND_ID + '/agents/' + AGENT_ID,
     };

     bcApi.brands.agents.integrations.list(apiParams, {}, (err, response) => {
       if (err !== undefined && err !== null) {
         console.dir(err);
       } else {
         // Agent created
         console.log(response.data);
       }
     });
   }
   else {
     console.log('Authentication failure.');
   }
 }

 /**
  * Initializes the Google credentials for calling the
  * Business Messages API.
  */
  async function initCredentials() {
   // Configure a JWT auth client
   const authClient = new google.auth.JWT(
     privatekey.client_email,
     null,
     privatekey.private_key,
     scopes,
   );

   return new Promise(function(resolve, reject) {
     // Authenticate request
     authClient.authorize(function(err, tokens) {
       if (err) {
         reject(false);
       } else {
         resolve(authClient);
       }
     });
   });
 }

 main();
list-integrations.js

Python

"""This code snippet lists all integrations for an agent.

Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#list_all_integrations_for_an_agent

This code is based on the https://github.com/google-business-communications/python-businessmessages
Python Business Messages client library.
"""

from oauth2client.service_account import ServiceAccountCredentials
from businesscommunications.businesscommunications_v1_client import BusinesscommunicationsV1
from businesscommunications.businesscommunications_v1_messages import (
    BusinesscommunicationsBrandsAgentsIntegrationsListRequest
)

# Edit the values below:
BRAND_ID = 'EDIT_HERE'
AGENT_ID = 'EDIT_HERE'
SCOPES = ['https://www.googleapis.com/auth/businesscommunications']
SERVICE_ACCOUNT_FILE = './service_account_key.json'

credentials = ServiceAccountCredentials.from_json_keyfile_name(
    SERVICE_ACCOUNT_FILE, scopes=SCOPES)

client = BusinesscommunicationsV1(credentials=credentials)

integrations_service = BusinesscommunicationsV1.BrandsAgentsIntegrationsService(client)

agent_name = 'brands/' + BRAND_ID + '/agents/' + AGENT_ID

integration = integrations_service.List(
  BusinesscommunicationsBrandsAgentsIntegrationsListRequest(parent=agent_name)
)

print(integration)
list-integrations.py

如需了解格式设置和值选项，请参阅 Integration。

意图匹配

为 Business Messages 代理启用 Dialogflow 集成后，您的代理可以使用 Dialogflow 项目的已配置意图来了解和响应用户问题，而无需编写代码。如需详细了解意图，请参阅 Dialogflow ES 和 Dialogflow CX 文档。

针对您希望通过自动化功能支持的每个对话选项，配置 Dialogflow intent。Business Messages 代理依靠 Dialogflow 来了解用户消息。

调用 Dialogflow API 时，Business Messages 会将用户消息载荷传递给您的 intent 和 fulfillment 网络钩子。当用户消息与 intent 匹配时，您可以在 QueryParameters 内的 business_messages_payload 字段中以 Struct 格式访问此载荷。

载荷包含用户消息中的所有字段（DialogflowResponse 除外）。

对于 Dialogflow CX，Business Messages 还会将名为 channel 且值为 google_business_messages 的会话参数传递给您的 intent，您可以使用如下格式在代理中引用它：$session.params.channel

此参数可用于向 Dialogflow 执行方式添加条件，以支持同一 Dialogflow 代理中的多个渠道。

如需详细了解查询参数，请参阅 Dialogflow ES 和 Dialogflow CX 参考文档。

前提条件

在 Dialogflow 中创建 NLU 模型时，您可以为意图配置不同的响应类型。Business Messages 支持默认响应，其中可能包括：

• 文字
• 自定义负载
• 在线客服人员转接（仅限 Dialogflow CX）

自定义载荷必须与有效的 Business Messages JSON 消息响应对象相匹配。为 intent 配置自定义载荷响应时，Business Messages 会忽略以下字段：

• name
• messageId
• representative

请参阅以下示例响应。

包含建议的文本

{
  "text": "Hello World!",
  "fallback": "Hello World!\n\nReply with \"Hello\" or \"Hi!\"",
  "suggestions": [
    {
      "reply": {
        "text": "Hello",
        "postbackData": "hello-formal"
      }
    },
    {
      "reply": {
        "text": "Hi!",
        "postbackData": "hello-informal"
      }
    }
  ]
}

复合信息卡

{
  "fallback": "Hello, world!\nSent with Business Messages\n\nReply with \"Suggestion #1\" or \"Suggestion #2\"",
  "richCard": {
    "standaloneCard": {
      "cardContent": {
        "title": "Hello, world!",
        "description": "Sent with Business Messages.",
        "media": {
          "height": "TALL",
          "contentInfo":{
            "altText": "Google logo",
            "fileUrl": "https://www.google.com/images/branding/googlelogo/2x/googlelogo_color_272x92dp.png",
            "forceRefresh": "false"
          }
        },
        "suggestions": [
          {
            "reply": {
              "text": "Suggestion #1",
              "postbackData": "suggestion_1"
            }
          },
          {
            "reply": {
              "text": "Suggestion #2",
              "postbackData": "suggestion_2"
            }
          }
        ]
      }
    }
  }
}

复合信息卡轮播界面

{
  "fallback": "Card #1\nThe description for card #1\n\nCard #2\nThe description for card #2\n\nReply with \"Card #1\" or \"Card #2\"",
  "richCard": {
    "carouselCard": {
      "cardWidth": "MEDIUM",
      "cardContents": [
        {
          "title": "Card #1",
          "description": "The description for card #1",
          "suggestions": [
            {
              "reply": {
                "text": "Card #1",
                "postbackData": "card_1"
              }
            }
          ],
          "media": {
            "height": "MEDIUM",
            "contentInfo": {
              "fileUrl": "https://my.files/cute-dog.jpg",
              "forceRefresh": false
            }
          }
        },
        {
          "title": "Card #2",
          "description": "The description for card #2",
          "suggestions": [
            {
              "reply": {
                "text": "Card #2",
                "postbackData": "card_2"
              }
            }
          ],
          "media": {
            "height": "MEDIUM",
            "contentInfo": {
              "fileUrl": "https://my.files/elephant.jpg",
              "forceRefresh": false
            }
          }
        }
      ]
    }
  }
}

在线客服人员转接

{
  "metadata": {}
}

常见问题解答聊天机器人

为 Business Messages 代理启用 Dialogflow ES 集成后，您可以创建常见问题解答聊天机器人。当您将问题和答案作为受支持的知识文档提供时，Business Messages 和 Dialogflow 会创建必要的基础架构来了解和回答用户问题，而无需您编写代码。

如需查看常见问题解答聊天机器人的实际运用，请与 Business Messages 常见问题解答聊天机器人聊天。

注意：Dialogflow CX 不支持 FAQ 聊天机器人。

前提条件

在创建 FAQ 聊天机器人之前，您需要以知识文档（最多 50 MB）的形式提供问题和答案：公开发布的 HTML 文件或 CSV 文件。

一般而言，知识文档

• 可以在答案中包含有限的 Markdown，如富文本中所述。
• 大小不超过 50 MB。
• 问题/答案对不应超过 2000 个。
• 请勿提供重复回答不同答案的问题。

对于 HTML 文件，

• 来自公共网址的文件必须已被 Google 搜索索引器抓取，因此存在于搜索索引中。您可以使用 Google Search Console 检查是否满足此项要求。请注意，索引器不会及时更新您的内容。当源内容发生更改时，您必须明确更新文档。
• Dialogflow 在创建响应时从内容中移除 HTML 标记。因此，最好避免使用 HTML 标记并尽可能使用纯文本。
• 不支持包含单个问题/答案对的文件。

对于 CSV 文件，请执行以下操作：

• 文件的第一列必须为问题，第二列必须为答案，且不得有标题。
• 文件必须使用英文逗号作为分隔符。

创建常见问题解答聊天机器人

如需创建常见问题解答聊天机器人，请先创建一个知识库来存储聊天机器人的所有数据，然后将一个或多个包含问题/答案对的文档添加到知识库。

创建知识库

如需创建知识库，请运行以下命令。将 BRAND_ID、AGENT_ID 和 INTEGRATION_ID 替换为文档的 name 中的唯一值。将 KNOWLEDGE_BASE_DISPLAY_NAME 替换为您选择的标识字符串。

注意：请存储知识库的 name 值。您稍后会用到它。

创建知识库后，您可以在其中创建文档。

cURL

# This code creates a knowledge base.
# Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#create-knowledge-base

# Replace the __BRAND_ID__, __AGENT_ID__, __INTEGRATION_ID__ and __KNOWLEDGE_BASE_DISPLAY_NAME__
# Make sure a service account key file exists at ./service_account_key.json

curl -X PATCH \
"https://businesscommunications.googleapis.com/v1/brands/__BRAND_ID__/agents/__AGENT_ID__/integrations/__INTEGRATION_ID__?updateMask=dialogflowEsIntegration.dialogflowKnowledgeBases" \
-H "Content-Type: application/json" \
-H "User-Agent: curl/business-communications" \
-H "$(oauth2l header --json ./service_account_key.json businesscommunications)" \
-d '{
  "dialogflowEsIntegration": {
    "dialogflowKnowledgeBases": [
      {
        "displayName": "__KNOWLEDGE_BASE_DISPLAY_NAME__"
      }
    ]
  }
}'
create-knowledgebase.sh

如需了解格式设置和值选项，请参阅 DialogflowKnowledgebase。

创建知识文档

如需创建知识文档，请运行以下命令。

将文档添加到现有文档列表中，或创建一个新列表（如果尚无列表）。现有文档的列表应在请求中包含文档的 name 值。

注意：一次只能添加一个文档。添加文档时，请勿捆绑任何其他集成更改。

公开 HTML 文件

执行以下变量替换操作：

• 将 BRAND_ID、AGENT_ID 和 INTEGRATION_ID 替换为集成的 name 中的唯一值。
• KNOWLEDGE_BASE_DISPLAY_NAME 和 DOCUMENT_DISPLAY_NAME（用于标识您选择的字符串）

• 将 PUBLIC_URL 替换为知识文档的公开网址

cURL

# This code creates a knowledge base document from an HTML document and adds it to the knowledge base.
# Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#create-document

# Replace the __BRAND_ID__, __AGENT_ID__, __INTEGRATION_ID__, __KNOWLEDGE_BASE_DISPLAY_NAME__, __DOCUMENT_DISPLAY_NAME__ and __PUBLIC_URL__
# Make sure a service account key file exists at ./service_account_key.json

curl -X PATCH \
"https://businesscommunications.googleapis.com/v1/brands/__BRAND_ID__/agents/__AGENT_ID__/integrations/__INTEGRATION_ID__?updateMask=dialogflowEsIntegration.dialogflowKnowledgeBases" \
-H "Content-Type: application/json" \
-H "User-Agent: curl/business-communications" \
-H "$(oauth2l header --json ./service_account_key.json businesscommunications)" \
-d '{
  "dialogflowEsIntegration": {
    "dialogflowKnowledgeBases": [
      {
        "displayName": "__KNOWLEDGE_BASE_DISPLAY_NAME__",
        "documents": [
          {
            "displayName": "__DOCUMENT_DISPLAY_NAME__",
            "faqUrl": "__PUBLIC_URL__"
          }
        ]
      }
    ]
  }
}'
create-knowledgebase-document-html.sh

本地 CSV 文件

执行以下变量替换操作：

• 将 BRAND_ID、AGENT_ID 和 INTEGRATION_ID 替换为集成的 name 中的唯一值。
• KNOWLEDGE_BASE_DISPLAY_NAME 和 DOCUMENT_DISPLAY_NAME（用于标识您选择的字符串）

• 将 CSV_RAW_BYTES 替换为 CSV 文件（采用 base64 编码的字符串）

cURL

# This code creates a knowledge base document from a CSV document and adds it to the knowledge base.
# Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#create-document

# Replace the __BRAND_ID__, __AGENT_ID__, __INTEGRATION_ID__, __KNOWLEDGE_BASE_DISPLAY_NAME__, __DOCUMENT_DISPLAY_NAME__ and __CSV_RAW_BYTES__
# Make sure a service account key file exists at ./service_account_key.json

curl -X PATCH \
"https://businesscommunications.googleapis.com/v1/brands/__BRAND_ID__/agents/__AGENT_ID__/integrations/__INTEGRATION_ID__?updateMask=dialogflowEsIntegration.dialogflowKnowledgeBases" \
-H "Content-Type: application/json" \
-H "User-Agent: curl/business-communications" \
-H "$(oauth2l header --json ./service_account_key.json businesscommunications)" \
-d '{
  "dialogflowEsIntegration": {
    "dialogflowKnowledgeBases": [
      {
        "displayName": "__KNOWLEDGE_BASE_DISPLAY_NAME__",
        "documents": [
          {
            "displayName": "__DOCUMENT_DISPLAY_NAME__",
            "rawContent": "__CSV_RAW_BYTES__"
          }
        ]
      }
    ]
  }
}'
create-knowledgebase-document-csv.sh

如需了解格式设置和值选项，请参阅 DialogflowKnowledgebase。

将文档添加到知识库大约需要两分钟。如需检查文档的状态，请获取集成的 OperationInfo。

删除知识文档

如果您需要从 Business Messages 代理中移除问题/答案对，请使用以下命令删除包含知识/知识库的知识文档。

注意：一次只能删除一个文档。

运行以下命令可删除单个现有文档。将 BRAND_ID、AGENT_ID 和 INTEGRATION_ID 替换为文档的 name 中的唯一值。将 KNOWLEDGE_BASE_DISPLAY_NAME 替换为适当的字符串。

注意：知识库 displayName 和文档 displayName 无法更新。

cURL

# This code deletes a knowledge base document.
# Read more: https://developers.google.com/business-communications/business-messages/guides/how-to/integrate/dialogflow?method=api#delete_a_knowledge_document

# Replace the __BRAND_ID__, __AGENT_ID__, __INTEGRATION_ID__ and __KNOWLEDGE_BASE_DISPLAY_NAME__
# To delete all knowledge bases, set dialogflowKnowledgeBases to an empty list. Otherwise, the list should contain all existing knowledgebases except the one you would like to remove.
# Make sure a service account key file exists at ./service_account_key.json

curl -X PATCH \
"https://businesscommunications.googleapis.com/v1/brands/__BRAND_ID__/agents/__AGENT_ID__/integrations/__INTEGRATION_ID__?updateMask=dialogflowEsIntegration.dialogflowKnowledgeBases" \
-H "Content-Type: application/json" \
-H "User-Agent: curl/business-communications" \
-H "$(oauth2l header --json ./service_account_key.json businesscommunications)" \
-d '{
  "dialogflowEsIntegration": {
    "dialogflowKnowledgeBases": [
      {
        "displayName": "__KNOWLEDGE_BASE_DISPLAY_NAME__"
      }
    ]
  }
}'
delete-knowledgebase-document.sh

如需了解格式设置和值选项，请参阅 DialogflowKnowledgebase。

自动回复

如果您在 Dialogflow 集成期间启用自动回复，则 Business Messages 会通过 Dialogflow 自动响应用户。您的商家消息代理会以最高的置信度匹配项进行响应。借助 Dialogflow ES 集成，如果常见问题解答和自定义意图都匹配，Business Messages 会给出置信度最高的匹配项。

Business Messages 会将所有自动回复的消息标记为来自 BOT 代表。如果代理支持实时代理，Business Messages 会在 REPRESENTATIVE_JOINED 事件后暂停自动回复，并在 REPRESENTATIVE_LEFT 事件后恢复自动回复。请参阅从聊天机器人转移到人工客服。

自动回复常见问题解答

借助 Dialogflow ES 集成，如果 FAQ 答案的置信度最高，Business Messages 会将答案映射到短信。如果存在相关但不同的答案，该消息会显示“查看其他答案”建议。否则，消息会包含问题和建议的回复，询问该消息是否满足用户的请求。

注意：Dialogflow CX 不支持 FAQ 聊天机器人。

自动回复 intent 响应

intent 响应可以包括以下一个或多个响应。

• Dialogflow ES：Text、Custom payload
• Dialogflow CX：文本、自定义载荷、在线客服人员转接

如果意图响应具有最高的置信度匹配，则以下操作适用。

• 如果响应至少有一个文本值，则 Business Messages 会将此值映射到短信。
• 如果响应至少有一个具有有效 Business Messages JSON 对象结构的自定义载荷，则 Business Messages 会使用提供的 JSON 对象创建消息。
• 如果响应至少有一个在线代理切换响应，请参阅使用在线代理请求自动回复。

由于 Dialogflow 可以在一个意图匹配中包含多个响应，因此 Business Messages 会将每个文本、自定义载荷或在线客服人员转接响应作为单独的消息发送。如果 intent 匹配中有多条消息，但其中部分消息的格式不正确，则 Business Messages 只会将有效消息作为自动回复发送。

自动回复人工客服请求

Dialogflow CX 支持在线客服人员转接响应。它表明应将对话移交给人工代表，并让您为移交程序传递自定义元数据。如果意图响应具有最高的置信度匹配，并且包含在线客服人员转接，则 Business Messages 会向您的网络钩子发送在线客服人员请求的事件。如需处理此事件，请参阅从聊天机器人切换到实时代理。

注意：Dialogflow ES 不支持实时代理移交响应。

自动回复后备消息

如果 Dialogflow 没有获得高置信度的匹配项，Business Business Messages 会发送一个后备响应。在 Dialogflow ES 和 Dialogflow CX 中，回退的处理方式不同。

Dialogflow ES

对于常见问题解答聊天机器人，如果没有找到常见问题解答，则 Business Messages 会发送一条找不到答案的后备消息。

对于配置的 intent，如果没有与 intent 响应匹配，则 Business Messages 会发送后备 intent 响应。 您可以使用 Dialogflow 提供的后备文本，也可以使用额外的文本和自定义载荷配置回退。

下面是您的网络钩子可以接收的后备 intent 响应示例：

{
  "intentResponses": [
    {
      "intentName": "projects/df-integration/agent/intents/12345",
      "intentDisplayName": "Default Fallback Intent",
      "intentDetectionConfidence": "1.0",
      "fulfillmentMessages": [
        {
          "text": "One more time?"
        }
      ]
    }
  ]
}

Dialogflow 会预先填充 intent_name 和 intent_display_name。

Dialogflow CX

Dialogflow CX 将后备 intent 响应作为内置事件进行处理。如果没有与意图响应匹配，Business Messages 会从 Dialogflow 中的无匹配默认事件发送回退消息。您可以使用 Dialogflow 提供的后备文字，或使用其他文字、自定义载荷和实时代理切换选项来配置后备。

下面是您的网络钩子可以接收的后备 intent 响应示例：

{
  "intentResponses": [
    {
      "intentName": "sys.no-match-default",
      "intentDisplayName": "Default Fallback Intent",
      "intentDetectionConfidence": "0.3",
      "fulfillmentMessages": [
        {
          "text": "I missed that, say that again?"
        }
      ]
    }
  ]
}

Business Messages 硬编码 intent_name 和 intent_display_name。

Dialogflow 专用字段

启用 Dialogflow 集成后，代理收到的用户消息将包含 dialogflowResponse 对象。无论 Business Messages 是否代表您自动回复消息，网络钩子都会收到所有用户消息的载荷。如需检查是否存在自动回复，请查看 autoResponded 字段的值，然后决定是否需要响应用户。

Dialogflow ES

...
"dialogflowResponse": {
  "queryText": "TEXT",
  "intentResponse": {
    "intentName": "INTENT_ID",
    "intentDisplayName": "INTENT_NAME",
    "intentDetectionConfidence": "CONFIDENCE_NUMERIC",
    "fulfillmentMessages": [{
      "text": "FULFILLMENT_TEXT",
      "jsonPayload": "JSON",
      "error": "ERROR_STATUS",
    }],
  "faqResponse": {
    "userQuestion": "USER_QUESTION",
    "answers": [{
      "faqQuestion": "FAQ_QUESTION",
      "faqAnswer": "FAQ_ANSWER",
      "matchConfidenceLevel": "CONFIDENCE_LEVEL",
      "matchConfidence": "CONFIDENCE_NUMERIC",
    }],
  },
  "autoResponded": "BOOLEAN",
  "autoRespondedMessages": [{
    "message": "MESSAGE_JSON",
    "responseSource": "SOURCE",
  }],
},
...

字段	说明
queryText	原始对话查询文本。如果为 Dialogflow 模型启用了自动拼写更正，则 queryText 包含更正后的用户输入。
intentName	匹配意图的唯一标识符。
intentDisplayName	匹配的意图的名称。
intentDetectionConfidence	queryText 和 intentName 之间的匹配度数值置信度。
text	文本响应。
jsonPayload	自定义载荷响应。 此字符串与 Dialogflow 中定义的自定义载荷匹配。如果载荷没有有效的 Business Messages JSON 对象结构，error 会描述问题。
error	对 intent 执行消息的错误的说明。
userQuestion	用户提出的问题，由 Dialogflow 解析。
faqQuestion	Dialogflow 中与用户的问题匹配。
faqAnswer	Dialogflow 的回答与用户的问题相匹配。
matchConfidenceLevel	userQuestion 和 faqQuestion 之间的匹配置信度。
matchConfidence	userQuestion 和 faqQuestion 之间的匹配数值置信度评分。
autoResponded	Business Messages 是否使用 Dialogflow 的答案自动回复用户。
message	自动响应的载荷。
responseSource	自动回复的来源。请参阅 ResponseSource。

Dialogflow CX

...
"dialogflowResponse": {
  "queryText": "TEXT",
  "intentResponse": {
    "intentName": "INTENT_ID",
    "intentDisplayName": "INTENT_NAME",
    "intentDetectionConfidence": "CONFIDENCE_NUMERIC",
    "fulfillmentMessages": [{
      "text": "FULFILLMENT_TEXT",
      "jsonPayload": "JSON",
      "error": "ERROR_STATUS",
      "liveAgentHandoff": {
        "metadata": {}
      }
    }],
  "autoResponded": "BOOLEAN",
  "autoRespondedMessages": [{
    "message": "MESSAGE_JSON",
    "responseSource": "SOURCE",
  }],
},
...

字段	说明
queryText	原始对话查询文本。如果为 Dialogflow 模型启用了自动拼写更正，则 queryText 包含更正后的用户输入。
intentName	匹配意图的唯一标识符。
intentDisplayName	匹配的意图的名称。
intentDetectionConfidence	queryText 和 intentName 之间的匹配度数值置信度。
text	文本响应。
jsonPayload	自定义载荷响应。 此字符串与 Dialogflow 中定义的自定义载荷匹配。如果载荷没有有效的 Business Messages JSON 对象结构，error 会描述问题。
error	对 intent 执行消息的错误的说明。
liveAgentHandoff	在线客服人员转接流程的自定义元数据。
autoResponded	Business Messages 是否使用 Dialogflow 的答案自动回复用户。
message	自动响应的载荷。
responseSource	自动回复的来源。请参阅 ResponseSource。