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TwiML™ Voice: <VirtualAgent>

This Twiml Verb is not currently available when using Twilio Regions Ireland (IE1) or Australia (AU1). This is currently only supported with the default US1 region. A full list of unsupported products and features with Twilio Regions is documented here.

Virtual Agent is in Public Beta. Learn more about Twilio's beta product support here.

The <VirtualAgent> TwiML noun, which nests inside a <Connect> verb, allows you to connect callers to a Google Dialogflow VirtualAgent. <VirtualAgent> currently supports Dialogflow ES and Dialogflow CX.

This document outlines the steps to integrate your Dialogflow agents with Twilio and provides links to the specific documentation for working with <VirtualAgent> and Dialogflow ES or CX agents.

<?xml version="1.0" encoding="UTF-8"?>
<Response>
  <Connect>
    <VirtualAgent connectorName="project"/>
  </Connect>
</Response>

To use <VirtualAgent>, you must connect your Dialogflow agent to Twilio using a Twilio One-click telephony integration in the Google Dialogflow cloud console. The One-click process is different for Dialogflow ES and CX, so please see the sections below on how to complete the integration steps.

Once you've completed those integration steps, Twilio will add a Dialogflow ES Connector or Dialogflow CX Connector and create a new Studio Flow containing a Connect Virtual Agent Widget that is connected to your selected Dialogflow agent.

You can review all of your Dialogflow ES and CX connections in your Installed Add-Ons in the Twilio Console.

Set up the integration between Twilio and Dialogflow CX

See the full onboarding guide here. The onboarding guide discusses prerequisites, integration steps, and specifics about Dialogflow CX features enabled with the Twilio integration.

Set up the integration between Twilio and Dialogflow ES

  • Select the desired Dialogflow ES agent in the Dialogflow ES cloud console
  • Click Integrations on the left-hand menu
  • Select Twilio under One-click Telephony
  • Provide a name for the Integration. You will then be taken to Twilio to complete the connection process.

Use <VirtualAgent> with Dialogflow ES and CX

Review the supporting documentation to get started with the Dialogflow integration:

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