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On this page
  • Parameter Reference
  • Tagging
  • Using Tag Parameters
  • Removing Tags
  • Best Practices
  • Turning the Bot Off
  • Using the Bot Status Parameter
  • Best Practices
  • Closing a Conversation
  • Using The Marked Done Parameter
  • Best Practices
  • Assigning
  • Using The Assignment Parameter
  • Using the Notification Parameter
  • Best Practices
  • Unsubscribing
  • Using the Subscription Parameter
  • Best Practices
  • Contact Fields and Values
  • Using Field Parameters
  • Default Fields
  • Clearing Fields
  • Snippets
  • Using the Snippet Parameter
  • Sending Files
  • Using the File Parameter
  1. Workspace Setting
  2. Integrations
  3. Dialogflow

Dialogflow: Parameters

PreviousDialogflow : Managing IntentsNextDialogflow: Events

Last updated 1 year ago

IS Messenger uses custom Dialogflow parameters to enhance the application's functions to cater to multiple use cases.

In Dialogflow, parameters are generally used to connect words and phrases in a User’s response to entities. So if someone says "My birthday is on March 13," the phrase "March 13" will be automatically detected and treated as a date entity. You can read more about parameters in .

With the IS-Messenger platform, you can use parameters to cover more use cases. You can use them to save and collect information provided by your Contacts, for example by , . You can even when a contact requires assistance. You can also use the IS-Messenger platform to .

There is a lot that can be achieved when you use the IS-Messenger platform in conjunction with Dialogflow Intent parameters.

Parameter Reference

The list of parameters you can use on Dialogflow to communicate with the IS-Messenger platform.

Parameter Name

Value

Description

tag1, [tag2, ...]

Adds the specified tag(s) to the Contact profile on the IS-Messenger platform

tag1, [tag2, ...]

Removes the specified tag(s) from the Contact profile on the IS-Messenger platform

false

Turns the bot off for the specific contact. This is useful in cases were you want to pass the conversation from the bot to a human.

true/false

Opens or closes a conversation for a Contact. This is useful for support. Opens a conversation for Contacts who are still expecting something, while closing a conversation signifies Contacts who have been attended to.

notification_message

Sends a notification to the humans on the IS-Messenger platform, accompanied by a notification message

true/false

Subscribes or unsubscribes a Contact. Unsubscribed Contacts will not receive broadcast messages.

value

Fills the First Name field of the Contact profile with the specified value

value

Fills the Last Name field of the Contact profile with the specified value

value

Fills the Full Name field of the Contact profile with the specified value

value

Fills the Email Address field of the Contact profile with the specified value

value

Fills the Phone Number field of the Contact profile with the specified value

value

Fills the Language field of the Contact profile with the specified value, e.g., en-us

value

Adds a custom field onto the Contact's profile with the specified value. This is best used for non-dynamic information, such as email, birthday, etc.

field1, [field2, ...]

Removes the specified custom field(s) from the Contacts on the platform

value

Assigns the Contact to one User in your team

snippet_id

Sends the specified Snippet to the Contact

file_id

Sends the specified file stored on the platform to the Contact

Tagging

Important: Tags are used for audience segmentation in broadcasts. Keep that in mind when adding/removing tags using Dialogflow intents.

Using Tag Parameters

Adding Tags

Using the RB_ADDTAGS parameter, you can assign a tag to a contact. Tags will be added to the contact based on the value of the parameter. You have the option to add multiple tags by separating them with commas.

Note that tag names cannot contain spaces. You may want to use underscores instead.

Removing Tags

Using the RB_REMOVETAGS parameter, you can remove a tag from a contact. Tags will be added to the contact based on the value of the parameter. You have the option to remove multiple tags by separating them with commas.

Best Practices

When creating new tags, it is a good idea to define short but meaningful names that are easily identifiable. Ideally, you would want other people to be able to understand the tags associated with a user.

With slot filling using entities, you have an option of dynamically creating new tags. However, this is not advised as it will quickly lead to tag pollution.

To reduce tag pollution, try not to be too specific or too generous with the tagging in order the keep the number of tags to a minimum.

When using tags to keep track of a user’s topic interest, you can use the same tag in several intents that have the same topic. This can identify that the user has a specific interest or concern while reducing tag pollution.

Turning the Bot Off

Using the Bot Status Parameter

With RB_BOTSTATUS, you can turn the bot off for the specific user by setting the value to false.

Best Practices

The Fallback intent does not include a place to add parameters. When turning off the bot from Dialogflow, you should create a quick reply in your Fallback intent asking the Contact if they want to talk to a human. If the Contact responds with the yes quick reply, that should take them to the intent with the RB_BOTSTATUS parameter.

When using this parameter to disable the bot, you may also want to update the User status on the platform with RB_MARKDONE and send a notification on the platform with the RB_NOTIFY parameter within a single intent.

Closing a Conversation

By default, the platform will open a new conversation for all new Contacts and Contacts who send a new message.

To close a conversation of a Contact from Dialogflow, use the RB_MARKDONE parameter in your Dialogflow Intent(s).

Using The Marked Done Parameter

To close a conversation of a Contact, use the RB_MARKDONE parameter in your Dialogflow intent and set the value to true.

Any Contact who triggers an intent using the RB_MARKDONE parameter with value true will have their conversation closed on the IS-Messenger platform.

Best Practices

By default, all new Contacts and Contacts with new messages will open a new conversation. You'll want to set add RB_MARKDONE as true for intents that do not require a human agent when triggered.

Assigning

To assign a Contact to a User from Dialogflow, use the RB_USER_ASSIGN parameter in your Dialogflow Intent(s).

Using The Assignment Parameter

To assign a Contact to a User, use the RB_USER_ASSIGN parameter in your Dialogflow intent and set the value as the email of the platform User you wish to assign to.

Any Contact who triggers an intent using the RB_USER_ASSIGN parameter with a valid User email in Value is assigned to that User on the IS-Messenger platform.

Sending Custom Notifications

To send a notification to platform Users use the RB_NOTIFY parameter in your Dialogflow Intent(s).

Using the Notification Parameter

A notification can be sent to the platform using the RB_NOTIFY as the Parameter Name. The value of the parameter will be sent as the notification.

Best Practices

Use the $contact.name dynamic variable in order to let the platform User know which Contact needs attention.

Unsubscribing

Bot responses and direct messages will not be affected.

Using the Subscription Parameter

With RB_SUBSCRIBE, you can subscribe or unsubscribe a Contact to the bot by setting the value to true or false respectively. Unsubscribed Contacts are excluded from future platform broadcasts.

Best Practices

Contact Fields and Values

Contacts' information can be stored in the form of values in Contact Fields.

If you use a field parameter in Dialogflow and the corresponding custom field does not exist in the platform, a new custom field will be created.

Using Field Parameters

Setting Field Values

You can edit a Contact's custom field value with RB_FIELD_[FIELD_ID] where “[FIELD_ID]” is replaced with the ID of the custom field. The custom field ID is generated as name of the custom field in SNAKE_CASING. The value of the custom field would be set as the value in the parameter. For example, if you are collecting the blood types of Contacts and a Contact has blood type AB positive, you would send the parameter RB_FIELD_BLOODTYPE with the value of AB+.

Default Fields

The same can be done for any of the default Contact fields. For example, the parameter RB_FIELD_PHONE can be used to update the value of a Contact's phone number.

By default, Contacts on IS-Messenger have the following Contact fields:

Field Name

ID

Description

First Name

FIRSTNAME

The first name of the Contact

Last Name

LASTNAME

The last name of the Contact

Full Name

FULLNAME

The full name of the Contact, i.e., First Name + Last Name

Email Address

EMAIL

The email address of the Contact

Phone Number

PHONE

The phone number of the Contact

Language

LANGUAGE

The language of the Contact

These default fields are automatically filled using available information provided by the channel when the Contact is first created.

Clearing Fields

To clear a field value for a contact, you can use the parameter RB_REMOVEFIELDS. The value would be the names of the fields you want to remove. You have the option of clearing several fields at once by separating them with commas.

Snippets

By sending Snippets in your Dialogflow Agent, you are able to store the content of your Intent responses on the IS-Messenger platform where they can be easily managed and edited.

Multiple intents can also use the same Snippet. In this case, editing the Snippet will update the content of the response across all of the Intents.

To send a Snippet using Dialogflow Intents, use the RB_SNIPPET parameter. The triggering Intent will respond with the Snippet content.

Using the Snippet Parameter

Updating or changing the name or content of a Snippet will preserve the existing Snippet ID.

Sending Files

Using the File Parameter

Only Files uploaded to the space connected to Dialogflow will be sent. Files uploaded to other spaces will not be sent to the Contact.

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Contacts' information can be stored in the form of tags. Tags can be manually added/removed in the or , programmatically added/removed using , and added/removed using parameters in Dialogflow intents.

A Dialogflow agent can be turned on/off manually in the . In addition to that, a bot can be turned off using parameters in Dialogflow intents.

Using a Dialogflow intent to turn a contact's Bot Status off can be used in order to create a human handoff in your bot workflow. Check out the way to turn off your Dialogflow Bot automatically from .

When Bot is disabled for a contact, no messages are passed to Dialogflow. Contacts with Bot disabled will appear on the platform under .

The open a new conversation for all new Contacts and all Contacts with new messages. This ensures that all Contacts who require assistance show up in the .

A conversation can be opened or closed for a Contact manually in the or , opened or closed programmatically using , and closed using parameters in Dialogflow intents.

You may want to think about using this intent in tandem with to trigger a notification when a conversation is opened for a Contact. The notification message can be used to pass on information on what needs to be done for the specific Contact.

By default, the will send notifications to platform Users when a Contact sends a new message. Additional notifications can be created and sent to platform Users using parameters in Dialogflow Intents.

Tip: You may use in the value of the parameter by typing $dynamic.variable.

Use RB_NOTIFY together with and to ensure the Contact gets the attention they need.

Tip: Learn more about .

Every now and then you will have a Contact text you "STOP". This is likely because they no longer want to receive . Setting RB_SUBSCRIBE as false in Dialogflow will unsubscribe Contacts from all future broadcasts.

If you are using the RB_SUBSCRIBE parameter to manage broadcast permissions you should create a custom field in IS-Messenger to display a Contact's subscription status. This can be done by using the parameter together with RB_SUBSCRIBE.

In addition to the default fields, can be added & removed in the Settings Module. New custom fields can also be created from Dialogflow.

Contact field values can be manually changed in the or , programmatically changed using , or changed using parameters in Dialogflow intents.

Tip: You can use custom field values as .

The system is used to store the content of commonly used responses on the IS-Messenger platform.

Snippets can be sent out manually in the to reduce typing or sent using parameters in Dialogflow Intents.

With RB_SNIPPET, you can send a Snippet as the response. Set the value of the parameter to the that you wish to send.

Files can be sent manually in the or sent using parameters in Dialogflow Intents.

Using the RB_FILE parameter, you can send files stored in the to Contacts who trigger a Dialogflow Intent.

Before you can send a file, you must upload the file(s) to the IS-Messenger . Then use the RB_FILE parameter with the as the value to send a file to a Contact.

⚙️
Contacts Module
Messages Module
Workflows
Messages Module
Workflows
Unassigned section in Dashboard
Assignment and Closing a Conversation system
unassigned list
Contacts Module
Messages Module
Workflows
RB_NOTIFY
Notification System
a dynamic variable
RB_BOTSTATUS
RB_MARKDONE
how notifications work on the platform here
broadcasts
RB_FIELD_[NAME]
custom fields
Contacts Module
Messages Module
Workflows
dynamic variables
Snippets
Messages Module
Snippet ID
Messages Module
File Manager
File Manager
file ID
RB_ADDTAGS
​RB_REMOVETAGS
RB_BOTSTATUS​
RB_MARKDONE​
​RB_NOTIFY
RB_SUBSCRIBE​
RB_FIELD_FIRSTNAME
RB_FIELD_LASTNAME​
RB_FIELD_FULLNAME​
RB_FIELD_EMAIL​
​RB_FIELD_PHONE​
RB_FIELD_LANGUAGE​
​RB_FIELD_[NAME]​
RB_REMOVEFIELDS​
RB_USER_ASSIGN​
​RB_SNIPPET​
RB_FILE
Dialogflow on their documentation page
assigning dynamic tags
setting custom fields
notify support representatives
store and easily manage your intent responses
screenshot of dialogflow action and parameters page
screenshot showing how to use dialogflow parameters to assign a contact to a user
screenshot of adding dialogflow tag parameters
screenshot showing the bot off dialogflow parameter
screenshot showing how to use dialogflow parameters to unsubscribe a contact
screenshot showing how to use dialogflow parameters to send notifications
screenshot showing how to use the dialogflow markdone parameter
screenshot showing how to use dialogflow parameters to remove fields
screenshot showing how to use dialogflow parameters to set a custom field
screenshot showing how to use dialogflow parameters to send snippets
screenshot showing how to use dialogflow parameters to send files
screenshot of removing dialogflow tags