How to bring your Dialogflow chatbot to Yuzap

Chatbots help engagement teams handle repetitive queries. In this guide, you create a bot in Dialogflow and integrate it with Yuzap in a few steps.

1) Create the bot in Dialogflow

Step 1 — Access the Console

Log in to the Dialogflow Console (we will use Dialogflow Essentials). Click on Create Agent.

Step 2 — Define intents

Create intents according to your bot's desired responses. The project already comes with:

• Default Fallback Intent

• Default Welcome Intent

You can (and should) add intents specific to your use case. The Yuzap also supports advanced intents (e.g.: handoff to agent, interactive messages). See the Advanced Intents section below.

Step 3 — Create Service Account (Google Cloud)

To connect the bot to Yuzap, create a service account in the Google Cloud:

• In the Dialogflow, open the Project Settings and click on the Project ID to go to the Google Cloud Console.

• Go to IAM & Admin → Service Accounts and click Create service account.

• Provide name and description.

• Grant the role Dialogflow API Client.

• Complete the creation and, in the Keystab, click Add key → JSON → Create.

• Download the JSON file and store it securely (we will use it in Yuzap).

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2) Configure the integration Dialogflow ↔ Yuzap

The Yuzap has native integration with Dialogflow.

Step 1 — Enable integration

In the Yuzap, go to Settings → Apps → Dialogflow and click Configure.

Step 2 — Add webhook

Click on Add a new webhook and fill in:

• Project ID (Dialogflow)

• Project Key File (content of the JSON you downloaded)

• Inbox (inbox) in which the bot will operate

Paste the content of the JSON into the requested field (do not upload as an attachment).

Done! The integration is complete. Open your Website inbox and test a message: the bot should respond.

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Advanced Intents

A) Handoff to human agent

When the user asks to speak to someone, the Dialogflow should signal the Yuzap for an agent to take over.

1. Create the intent "Handoff intent" with training phrases (e.g.: “Speak to an agent”, “I want human support”).

2. Response with Custom payload:

{
  "action": "handoff"
}

When triggering this payload, the Yuzap changes the conversation status to open and the routes it to an agent.

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B) Interactive messages (only in the Website inbox)

The Yuzap-Dialogflow integration interactive messages supports

• in the site widget: Options

• (with follow-up)

• Cards

Articles

{
  Example — Options (input_select):
  "content_type": "input_select",
  "content": "Select your favorite food from below",
    "content_attributes": {
      "items": [
      { "value": "I like sushi",  "title": "Sushi"   },
      { "value": "I like biryani","title": "Biryani" },
    ]
  },
  { "value": "I like pizza",  "title": "Pizza"   }
}

"private": false When the user selects Dialogflow an option, the value returns to the — allowing you to create follow-up intents (e.g.: an intent with the phrase “I like biryani” for the).

Biryani You can create other types by changing the payload interactive messages according to the Yuzap

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guide.

• Status flow: bot ↔ agent Dialogflow With the bot connected to an inbox, new conversations start with status pending

• (the bot performs the initial triage). When there is ahandoff open , the conversation goes to and the bot stops

• responding. To return to thebot , the agent open and the bot statuscan change the status from/to: the bot resumes responses.