Virtual agent custom events

We have created a Dialogflow CX custom event for Contact Center AI Platform (CCAI Platform) that you can use with your Dialogflow CX agent's event handlers. This is the wrapup custom event.

You can use custom events to handle things that happen outside of the conversation with an end-user. Custom events are identified by name, and you can configured them in your Dialogflow CX virtual agents using event handlers. For more information, see Custom Events.

wrapup

This custom event indicates when an end-user leaves the session for any reason, helping an agent react before the session closes.

For example, if a voice session with a Dialogflow CX virtual agent is dropped due to customer desertion or call failure, CCAI Platform transmits an event to Dialogflow CX. The wrapup custom event allows the virtual agent to be configured to react to this event by running through a specific wrap up flow, such as sending specific session data to an external API endpoint.

The wrapup custom event only works with support agents. It's doesn't work with virtual task assistants.

Best practices

The following are best practices to consider:

• If you are using a Dialogflow CX virtual agent integrated with CCAI Platform, you might see errors in your Dialogflow CX application logs if no event handler is defined for the wrapup event. To react to the wrapup custom event more broadly than on a specific page in your agent, you can set up a flow-level event handler.

• When using the TurnSignals method with Dialogflow CX, there could be issues with syncing the session parameters from the reached_end_page conversation turn signal and the transmission of the wrapup event by CCAI Platform that follows. To handle this more gracefully, consider using the CCAI Platform custom payload end conversation with your Dialogflow CX agent instead of the End Session transition in your flow. The End Session transition can then be configured on the event handler for wrapup.