Apps.Dialogflow

Integration between Rocket.Chat and the Dialogflow Chatbot platform

Installation steps:

1. Clone this repo and Change Directory:
   git clone https://github.com/RocketChat/Apps.Dialogflow.git && cd Apps.Dialogflow/

2. Install the required packages from package.json:
   npm install

3. Deploy Rocket.Chat app:
   rc-apps deploy --url http://localhost:3000 --username user_username --password user_password Where:

   • http://localhost:3000 is your local server URL (if you are running in another port, change the 3000 to the appropriate port)
   • user_username is the username of your admin user.
   • user_password is the password of your admin user.

   For more info refer this guide

How to get Google Credential File or Private key file

In order to connect to Dialogflow, this app requires a following credentials from Dialogflow.

1. Project Id
2. Client email
3. Private Key

You can find all these credentials in a JSON file, which u can get from here. Under Create a service account and download the private key file section there, you will find detailed instruction about how to get the JSON file. After obtaining this JSON file, you can proceed to the next section.

Rocket.Chat Apps Setup

1. First go ahead n create a Bot User. Login as administrator, then goto Setting > Users. There create a new Bot User. This new user should have these 2 roles.
   

   1. bot
   2. livechat-agent

2. Then configure the app to automatically assign a livechat-visitor to this bot. To do so, goto Setting > Livechat > Routing or Setting > Omnichannel > Routing. There enable Assign new conversations to bot agent Setting.

3. The app needs some configurations to work, so to setup the app Go to Setting > Apps > Dialogflow. There, fill all the necessary fields in SETTINGS and click SAVE. Note all fields are required.

   Some of the fields in SETTING include

   1. Bot Username (required)
      • This should contain the same bot username which we created above in Step 1
   2. Project Id (required)
      • This corresponds to project_id property of the Google Credentials File obtained from Rocket.Chat Apps Setup section above
   3. Client Email (required)
      • This corresponds to client_email property of the Google Credentials File obtained from Rocket.Chat Apps Setup section above
   4. Private Key (required)
      • This corresponds to private_key property of the Google Credentials File obtained from Rocket.Chat Apps Setup section above.
      • Kindly note that this value will be very long. So please take extra care while copy/paste.
   5. Fallback Responses Limit (optional)
      • The app will automatically trigger handover if consecutive fallback intents are triggered N no of times. This setting defines this value N.
      • Eg. Suppose the bot is not able to answer visitor's consecutive 3 answers, and this setting threshold is 3. In such case, the app will trigger an handover to an online agent on its own.
      • To Deactivate this feature, simply set the value to 0.
   6. Target Department for Handover (optional)
      • Enter the department name where you want the visitor to be transferred upon handover.
   7. Handover Message (optional)
      • The Bot will send this message to Visitor upon handover
   8. Service Unavailable Message (optional)
      • The Bot will send this message to Visitor if service is unavailable like suppose if no agents are online.
   9. Close Chat Message (optional)
      • This message will be sent automatically when a chat is closed
   10. Hide Quick Replies (required)
       • If enabled, then all quick-replies will hide when a visitor clicks on any one of them

4. (Optional Step) Lastly you can test your Dialogflow Connection by viewing App Logs. To view the logs, goto App Page (Setting > Apps > Dialogflow). There click on menu item (3 vertical dots icon) and then select View Logs. There select the most recent onSettingUpdated title. If you see ------------------ Google Credentials validation Success ---------------- message, then it means your setup is fine. If you don't see this message, then recheck your Dialogflow credentials.

Dialogflow's API

The app provides API to trigger specific actions. The URL for the API can be found on the Apps Page(Setting > Apps > Dialogflow). Currently the app provides 2 APIs.

1. Incoming API/Endpoint

   This endpoint can be used to trigger specific actions. The list of supported actions include

   1. Close Chat
      To close a chat
      • REST API Documentation for this endpoint can be found here
   2. Handover
      To perform a handover
      • REST API Documentation for this endpoint can be found here
   3. Trigger Event
      To trigger an event on Dialogflow
      • REST API Documentation for this endpoint can be found here
   4. Send-Message
      To send a message as a bot to Visitor
      • REST API Documentation for this endpoint can be found here

2. Fulfillment API/Endpoint

   The fulfillment endpoint will enable the app to handle asynchronous messages. More information on it here

Adding Quick Replies support to your Dialogflow Bot

• To add quick Replies you can make use of Custom-Payload for Responses on Dialogflow Console. ( Under any Intent > Responses > Add Responses > Custom Payload )
• A box labelled Custom Payload will appear. There enter the Quick Replies you want following the format here