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Integrating CCAI with UJET SDK (Headless) in Custom Chat Form – Virtual Agent Skipped

Posted Monday
MohamedAhmed
Bronze 2
Bronze 2
Reply posted on --/--/---- --:-- AM

Hi everyone,

I’m currently working on a project where I’m integrating Google Dialogflow CX (CCAI) with UJET Web SDK, and developing a custom web chat widget that will eventually be extended to social media integration. I’d like to share my progress, challenges, and seek community advice regarding one specific issue.

Current Setup and Progress

  • Using UJET Web SDK (BlackBox) for initial integration.

  • Able to handle both virtual agent (Dialogflow CX) and human agent (customer support) sessions successfully within the UJET SDK chat experience.

  • For more control and flexibility, I moved to using the UJET SDK in headless mode to bypass the default chat UI and build my own custom chat form.

Achievements

  • Successfully initialized client connections to CCAI using the UJET SDK in headless mode.

  • The custom chat interface works outside of the standard UJET Web SDK.

  • Both sending and receiving messages from the agent side (human or virtual) work well in my standalone chat form.

Issue Encountered

When initiating a chat using my custom form via the headless SDK, the conversation skips the virtual agent (Dialogflow CX) and connects directly to the human agent.

This behavior differs from the expected flow, where the virtual agent should handle the first part of the conversation before handing off (if needed) to a human agent.

Goal

I want to ensure that:

  • The initial conversation always starts with the Dialogflow CX virtual agent not the direct customer service chat.

Ultimately, I’m building this chat system to be deployed on social media, where clients can chat with the virtual agent first and escalate as needed.

What I’m Looking For

  • Is there a known configuration or parameter within the UJET SDK or CCAI routing that ensures virtual agent always starts the session?

  • Has anyone else built a custom front-end on top of the UJET SDK and faced this issue?

  • Is there any special requirement for using UJET with Dialogflow CX via headless SDK to maintain the virtual agent as the entry point?

Any guidance, sample configuration, or experience would be greatly appreciated!

Thanks in advance

Ujet headless chat.js script:
https://drive.google.com/file/d/1pGzT8w-oE7qYf5C2_C__Kyu4jitATyO3/view?usp=sharing

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