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Dialogflow

Integrating Dialogflow CX with x-bees allows the integration of Dialogflow within the x-bees platform. These chatbots can be utilized in various ways, including embedding them in the Kite widget or accessing them through the x-bees application.

Use Cases​

  • Customer Support: Provide instant answers to customer queries, reducing response times and enhancing user satisfaction.
  • Lead Generation: Engage potential customers by offering assistance and capturing leads through interactive conversations.
  • Feedback Collection: Collect user feedback directly through the chatbot, allowing for continuous improvement of your services.
  • Internal Support: Employees can use chatbots to get quick answers to common questions, streamlining internal processes.
  • Service Requests: Users can submit service requests or inquiries directly through the chatbot, ensuring efficient handling and tracking.
  • Training and Onboarding: New employees can interact with training bots to learn about company policies, procedures, and tools.

Predefined Replies​

The predefined replies feature allows chatbots to present users with quick response options in the form of buttons. This enhances user experience by providing easy-to-select choices and streamlines the conversation flow.

Message with predefined replies
{
  "text": "Hey, how can I help you?",
  "predefinedReplies": ["Just browsing", "Need assistance", "Looking for info"]
}

When this message is sent, users will see clickable buttons below the message containing the predefined reply options. This feature is particularly useful for:

  • Guiding users through conversation flows
  • Simplifying user interaction
  • Reducing typing effort for common responses

Handover​

The handover functionality allows the chatbot to transfer the conversation to one or multiple human agents. This feature is useful when the chatbot encounters a query it cannot handle or when the user requests human assistance.

Live agent handoff
{
  "email": "john.doe@example.com"
}

Handover to Service​

In addition to handing over conversations to individual agents, the integration supports passing the conversation to a specific service. A service consists of a group of agents configured in Call Groups on the WMS interface.

Live agent handoff to service
{
  "service": "1@example.wildixin.com:443"
}
Live agent handoff to service with assignee
{
  "email": "john.doe@example.com",
  "service": "1@example.wildixin.com:443"
}