Issue with Receiving and Passing Data from Telephony Provider to Playbook

[les_dev]

Hi everyone,

I’m facing an issue with receiving and passing data from my telephony provider to the playbook.

Context:
I’ve integrated my bot with AudioCodes and triggered it via an HTTP request to the AudioCodes API. During phone initialization, I pass metadata with information like program_name. AudioCodes then triggers an outbound call to the customer who requested it.

Problem:
I’m unsure how to access this data and allow the bot to use it during the greeting.

Expected Behavior:
The bot should call the user, greet them, introduce itself, and then inform the user that they are receiving the call because they requested information about program_name.

Current Setup:
I’ve created the bot entirely using Playbooks (this is my first time using Dialogflow). I’m not familiar with how to use session parameters. Before attempting to use the metadata passed during call initialization, I tried to at least use the sessionId and force the bot to say it at the beginning of the conversation. I’ve tried various syntaxes from the documentation, such as $session.id and different types of brackets, but none worked.

The only way I managed to make it work was by creating a TOOL and forcing it to pass the sessionId as a query parameter, which it then returned. While I could use this sessionId to make an API call to my server and retrieve the data from the database, I believe there should be a way to achieve this without this extra step.

Another issue with using the TOOL is that I couldn’t trigger it at the beginning of the conversation. The bot only triggers the TOOL when I explicitly ask for it, and only then does it return the sessionId.

Example Use Case (for Testing):
I wanted to test something like this:

• Greet the user and say the sessionId (e.g., “Hello, this is your session ID: [sessionId]”).

However, this doesn’t work.

Questions:

1. Can I access parameters like sessionId and metadata directly in Playbooks?

2. How can I trigger a TOOL before starting the conversation?

3. If accessing session data in Playbooks is possible, how can I do it?

Any help or guidance would be greatly appreciated!