Overview
Overview: Use Dialogflow to automate first-line support. OXVO can route messages through your Dialogflow agent and hand off to humans when needed.
Where to set it up: Dashboard → Connections → Integrations → Dialogflow → Configure. (inbox-level).
How it works
Incoming messages in a selected inbox are forwarded to Dialogflow for intent detection.
Dialogflow responses are posted back to the conversation as bot messages.
When a handoff condition is met (agent request, fallback, or custom intent), the conversation is assigned to a human team.
Configure - implementation details
Configure Dialogflow
If the app is currently Disabled, click Connect first, then continue with the configuration steps.
In Dashboard → Connections → Integrations, click Configure on Dialogflow.
Select the inbox(es) where the bot should be active (Dialogflow is configured per inbox).
Enter your Dialogflow Project ID.
Paste the Service Account key JSON (Project Key File) with permission to access Dialogflow APIs.
Choose the region (Global or a specific region) and save.
Test by sending a message that matches a known intent; confirm bot replies appear before agent handoff.
Recommended: Add a clear “talk to an agent” intent to improve handoff reliability.
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