How Channel Works

Google Cloud Build with AI Conversational Agents (Dialogflow CX)
1

Hi Team, good morning.

Im currently looking to put some SSML and use it on phoneGateway.
Im almost done with this process, but the issue that I got was,

I want to have an intent, that depending of the channel will show 1 or another message. I remember dialogflow essentials have this feature, on CX I have been reading docs and Channel is not clear enough for me.

I just tried to check if Channel = Audio,

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I tried with this value as I can see Audio as the channel, when I look at the Conversation History, So, can anyone explain me how channel works or if there is something Im missing or doing wrong?

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2

I’ve observed that Dialogflow will look at the Agent responses and prioritize the Output Audio Text if the channel is unspecified. Since you have only one channel - Audio, shown in your screenshot, you might try to delete the Text based Agent response and see if that resolves your issue, or perhaps have a second channel where you store it.

3

I have Chat and Audio, I have been looking to find a solution but this became a headache, by now this Channel feature is not being helpful.