Conversation profiles

Conversation profiles provide some important characteristics about conversations between end-users and agents. They can be created in conjunction with either Dialogflow CX Phone Gateway integration or Agent Assist. The Dialogflow CX Phone Gateway conversation profiles are relevant if you want to use Call companion. Agent Assist conversation profiles can be linked to either Conversational Agents (Dialogflow CX) or Dialogflow ES agents in the Agent Assist console. You can also link conversation profiles to Conversational Agents (Dialogflow CX) agents in Conversational Agents console, as described in the agent linking section.

To see a list of conversation profiles that have already been created for a specific project and region and to create new ones, open an agent associated with the project and region, and click Conversation profiles in the left navigation. For example, to see all conversation profiles created in a project for the global region, open an agent associated with the global region in that project and click Conversation profiles.

Create a conversation profile

The following fields are required to create a new conversation profile:

• Display name: Display name for the conversation profile.
• Language: Language for the conversation profile.
• Enable Call companion: Enable this to use call companion for Dialogflow CX Phone Gateway. You can create the conversation profile without enabling this field, but the conversation profile will only be available for use with Agent Assist, not the Conversational Agents (Dialogflow CX) agent.

Agent linking

To link a conversation profile to an agent:

1. Select the conversation profile.
2. Click Link with agent.
3. Select the agent.
4. Click Select.
5. Click Save.

To change the linked agent:

1. Click Linked with ....
2. Click Switch agent.
3. Select the agent.
4. Click Select.
5. Click Save.

To unlink an agent from a conversation profile:

1. Click Linked with ....
2. Click Unlink from this agent.
3. Click Save.