Adding custom dialog flows for integrations

Use the JSON editor in dialog to access information that is submitted from the web chat integration.

Starting with API version 2020-04-01, the context object that is passed as part of the v2 /message API request contains an integrations object. This object makes it possible to pass information that is specific to a single integration type in the context. For more information, see Context variables.

The integrations object is available in the v2 API in version 2020-04-01 or later only.

To take advantage of the context.integrations object, you can create context variables that are named as follows to get and set values for different integrations:

Integration-specific context variables
Integration type	Context variable syntax
Phone	`$integrations.voice_telephony`
Salesforce service desk from web chat	`$integrations.salesforce`
SMS with Twilio	`$integrations.text_messaging`
Web chat (and assistant preview)	`$integrations.chat`
Zendesk service desk from web chat	`$integrations.zendesk`

Building integration-specific dialog flow

Create a single dialog that is optimized to use the best features that are offered by each channel or client interface in which it is deployed.

You can customize the conversation in the following ways:

To add an entire dialog branch that is only processed by a specific integration type, add the appropriate integration type context variable, such as $integrations.chat, to the If assistant recognizes field of the dialog root node.
To add a single dialog node that is only processed by a specific integration type, add the appropriate integration type context variable, such as $integrations.zendesk, to the If assistant recognizes field of the dialog child node.

To add slightly different responses for a single dialog node based on the integration type, complete the following steps:

From the node's edit view, click Customize and then set the Multiple conditioned responses switch to On. Click Apply.

In the dialog node response section, add the appropriate condition and corresponding response for each custom response type.

The following examples show how to specify a hypertext link in the best format for the integration where the text response is displayed. For the Web chat integration, which supports Markdown formatting, you can include a link label in the response text to make the response look nicer. For the SMS with Twilio integration, you can skip the formatting that makes sense in a web page, and add the straight URL.

Custom conditioned responses
Integration type	Condition	Sample text response
SMS with Twilio	`$integrations.text_messaging`	`For more information, go to https://www.ibm.com.`
Web chat	`$integrations.chat`	`For more information, go to [the ibm.com site](https://www.ibm.com).`
Response to show if no other conditions are met.	`true`	`For more information, go to ibm.com.`

The rich response types often behave differently when they are displayed in different built-in integrations or in the assistant preview.

If you need to provide customized responses for different channels, and you do not need to modify your dialog flow based on which integration is in use, you can also use the channels array to target your responses to specific integrations.

Web chat: Accessing sensitive data

If you enable security for the web chat, you can configure your web chat implementation to send encrypted data to the dialog. Payload data that is sent from web chat is stored in a private context variable named context.integrations.chat.private.user_payload. No private variables are sent from the dialog to any integrations. For more information about how to pass data, see Encrypting sensitive data in web chat.

To access the payload data, you can reference the context.integrations.chat.private.user_payload object from the dialog node condition.

You must know the structure of the JSON object that is sent in the payload.

For example, if you passed the value "mvp:true" in the JSON payload, you can add a dialog flow that checks for this value to define a response that is meant for VIP customers only. Add a dialog node with a condition like this:

Private variable as node condition
Field	Value
If assistant recognizes	`$integrations.chat.private.user_payload.mvp`
Assistant responds	`I can help you reserve box seats at the upcoming conference!`

Web chat: Accessing web browser information

When you use the web chat integration, information about the web browser that your customer is using to access the web chat is automatically collected and stored. The information is stored in the context.integrations.chat.browser_info object.

You can design your dialog to take advantage of details about the web browser in use. The following properties are taken from the window object that represents the window in which the web chat is running:

browser_name: The browser name, such as chrome, edge, or firefox.
browser_version: The browser version, such as 80.0.0.
browser_OS: The operating system of the customer's computer, such as Mac OS.
language: The default locale code of the browser, such as en-US.
page_url: Full URL of the web page in which the web chat is embedded. For example,: https://www.example.com/products
screen_resolution: Specifies the height and width of the browser window in which the web page is displayed. For example,: width: 1440, height: 900
user_agent: Content from the User-Agent request header. For example,: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.15; rv:80.0) Gecko/20100101 Firefox/80.0
client_ip_address: IP address of the customer's computer. For example,: 183.49.92.42

Example: Using page URL information in your dialog

You might embed the web chat in multiple pages on your website. Perhaps you want to route chat transfers from the web chat to different Salesforce agents based on the page from which the customer asks to speak to someone. If the customer is on the insurance plans page of your website (https://www.example.com/insurance.html), you want to route them to agents who are experts in your company's insurance plans. If the customer is on the investments web page (https://www.example.com/invest.html), you want to route them to agents who are experts in your company's investment opportunities. You can add multiple conditioned responses to the dialog node where the transfer takes place and add logic like this:

Conditioned response 1

Condition: $integrations.chat.browser_info.page_url.contains('insurance.html')
Response type: Connect to human agent
Button ID: Z23453e25vv (The button that routes to the insurance experts agent queue)

Conditioned response 2

Condition: $integrations.chat.browser_info.page_url.contains('invest.html')
Response type: Connect to human agent
Button ID: Z23453j24ty (The button that routes to the investment experts agent queue)

Web chat: Reusing the JWT for webhook authentication

You can use the same JSON Web Token (JWT) that was used to secure your web chat to authenticate webhook calls. If you specify a token in the identityToken property when you add the web chat to your web page, the token is stored in a private variable named context.integrations.chat.private.jwt. For more information about passing a JWT, see Enabling web chat security.

In your dialog, open Webhooks.
Click Add header.
In Header name, enter any name, such as JWT.
In the Header value field, add $integrations.chat.private.jwt.