Conversational agent playbook customer defined values

[ngargi009]

I want to set parameters in a playbook when customer specifies a value. For example, I want to know from customer when they can accept a callback from agent. If customer says at end of this week, I would like to set 2 parameters: callback-date and callback-time. I want to pass these values to a tool and invoke an API to store these values.

How can I do this?

What was tried: I provided instructions to say, if customer specifies callback date and time, store the values in these 2 parameters. I also specified these in examples and used 'Retrieved Content' response type in example conversation. Playbook also specifies these as output parameters.

[ibaui]

Hi @ngargi009,

Welcome to Google Cloud Community!

Based on what you tried, 'Retrieved Content' alone isn't enough. While it’s useful for displaying information, it doesn’t automatically extract entities or set parameters. You need to configure your NLU engine to recognize the date and time, and then use the extracted entities to populate the parameters.

In Dialogflow CX, playbooks can accept and emit context information using specifically defined parameters. Here’s how you can refine your approach:

• Define Input & Output Parameters – navigate to the Parameters tab of your playbook and define callback-date (String) and callback-time (String) parameters.
• Capture User Input – Ensure your playbook is designed to recognize date/time expressions like "end of this week" and extract values.
• Use Fulfillments – You can use fulfillments to override or set parameter values before calling a webhook.
• Invoke API to Store Values – Once parameters are set, you can use a webhook to send them to your external tool for storage.

You may also refer to the Playbook best practices for guidance.

Was this helpful? If so, please accept this answer as “Solution”. If you need additional assistance, reply here within 2 business days and I’ll be happy to help.

[ngargi009]

My question is about Conversational agent and not about Dialogflow CX. I don't think there is a concept of fulfillment in CA. Is there a concrete example available?

[nazwashabrina]

From the answers above there are several approaches you can try, really.

Actually dialogflow CX and dialogflow are not much different, only dialogflow CX is more complex.