Passing parameter form playbook to flow to playbook

[antho29]

Hello everyone,

As you know, with the conversational agent, we cannot create a loop or recursion, which is a problem for me because the client can never go back. I tested this configuration:

Playbook 1: Start – it analyzes the question and transfers it to the most appropriate playbook.

Let’s imagine I end up in Playbook 2, which answers the client’s question, but the client has another question on a different topic.

Currently, the conversational agent allows pointing from Playbook 1 to Playbook 2, but not from Playbook 2 to Playbook 1.

So, if the client has another question that Playbook 2 doesn’t handle, I contact a flow where I record the client’s question and point it to Playbook 3 (which redirects to the correct playbook). We could also imagine pointing back to Playbook 1.

My issue is that even if the question is passed as a parameter from the flow to the playbook, the playbook doesn't answer the question. It just says "Hello, how can I assist you?" as if it were a new conversation. Has anyone successfully captured a question from a playbook, passed it to a flow, and reopened the playbook to answer the client’s question?

[snake_sense]

I am running into a similar issue @ruthseki where I have multiple agents, and if I ask a question specific to one of my (non-default) agents and then ask a separate question one of my other agents can answer I get stuck in a loop on the first agent

It would be really helpful if Google could provide a production-level example of using multiple agents, I have been trying to build my agent based off the example from your docs here https://cloud.google.com/dialogflow/cx/docs/quick/build-agent-playbook

Does Google have a more in-depth tutorial for multi-agent configurations? Or can we expect one in the near future?

It is challenging to build anything of use without strong documentation, we want to use Google Agent for our purposes, but it feels like there is very little support/dosumentation to help folks get started

[cassandramae]

Hi @antho29,

Welcome to Google Cloud Community!

It seems that when you pass the question through the flow and back to Playbook 1, the conversation history and context are not being properly retained. The playbook sees it as a brand new interaction. You may consider the following suggestions which may help with your implementation:

• Check your Flows how it stores and passes the question as it might be unintentionally resetting the conversation in some way.
• Check if any parameters are missing. For example, Playbook 1 might not be configured to use the ‘question’ parameter as the initial input. It's likely set to expect direct user input in the "Start" node.
• Consider if you can consolidate the logic of Playbook 1 and 2 (and/or 3) into a single Playbook. This eliminates the need for transitions and context passing between playbooks. Use pages and routes within the single playbook to handle different question types.

You can also try the prebuilt playbooks as a baseline for troubleshooting. You can request access by contacting Google Cloud Support.

Just to add, Playbooks in Dialogflow CX are still in the Preview feature. Preview feature releases enable you to try out new app features that are not yet fully supported.

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