Connect Virtual Agent for Flex (Public Beta)
Public Beta
This feature is currently available as a Public Beta product and information contained in this document is subject to change. This means that some of the features are not yet implemented and others may be changed before the product is declared as Generally Available. Public Beta products are not covered by a Twilio SLA.
Not a HIPAA Eligible Service
Virtual Agent for the Conversations channel is not a HIPAA Eligible Service and should not be used in Flex workflows that are subject to HIPAA.
Studio uses Widgets to represent parts of Twilio's API. You can combine Widgets in a Studio Flow to build robust applications that require no coding on your part.
The Connect Virtual Agent Widget allows you to connect a Twilio Voice call or Conversations chat to a Google Dialogflow CX agent. You can leverage a native integration between Twilio Voice and Dialogflow CX to provide customers with conversational AI experiences for Voice and Conversations channels.
MY_WIDGET_NAME is the name of your actual Widget). For more information on working with variables in Studio, see this guide.| Name | Liquid Template Language |
|---|---|
| VirtualAgentProvider | {{widgets.MY_WIDGET_NAME.VirtualAgentProvider}} |
| VirtualAgentStatus | {{widgets.MY_WIDGET_NAME.VirtualAgentStatus}} |
| VirtualAgentProviderData | {{widgets.MY_WIDGET_NAME.VirtualAgentProviderData}} |
| VirtualAgentError | {{widgets.MY_WIDGET_NAME.VirtualAgentError}} |
| VirtualAgentErrorCode | {{widgets.MY_WIDGET_NAME.VirtualAgentErrorCode}} |
VirtualAgentError and VirtualAgentErrorCode will be present if status is failed (if the Widget ends through the Failed transition). VirtualAgentProviderError may also be provided if VirtualAgentErrorCode is 32601.
For Google Dialogflow CX agent, the VirtualAgentProviderData JSON object may contain the following information. Note that this variable might be empty if the Widget exited through the Failed transition.
| JSON key | Description |
|---|---|
| ConversationId | ConversationId: Unique identifier for this conversation provided by Google |
| EndUserId | Unique identifier for the end user participant provided by Google |
| AgentHandoffParameters | Parameters included from the Dialogflow CX Agent if the Live Agent Handoff Transition was triggered |