How to Integrate Your Dialogflow Chatbot with Akece

Chatbots are great allies for support teams. They help handle repetitive questions, freeing up agents to focus on more strategic and complex conversations.

Akece allows you to integrate your Dialogflow chatbot — one of the most popular NLP (Natural Language Processing) platforms — in just a few minutes. This guide explains how to create a bot in Dialogflow and connect it to Akece.

Creating a Bot in Dialogflow

1. Access the Dialogflow Console.

2. Click Create Agent.

3. Enter the agent’s name, language, and time zone. Then click Create.

Dialogflow will automatically create two default intents:

• Default Welcome Intent

• Default Fallback Intent

You can add new intents to handle different flows and topics in your bot.

💡 Tip: Akece also supports advanced intents, like handoff to human agents and interactive messages. See examples below.

Creating a Google Cloud Service Account

To connect Dialogflow to Akece, you need to generate a service account:

1. In Dialogflow, click the Project ID at the top to open Google Cloud Console.

2. Go to IAM & Admin → Service Accounts.

3. Click Create Service Account.

4. Enter a name and description, then click Create and Continue.

5. Assign the role Dialogflow API Client, then click Done.

6. Open the newly created service account.

7. Go to the Keys tab → Add Key → Create New Key (JSON).

8. Download the file and store it safely — you'll need it for the next step.

Connecting Dialogflow to Akece

1. Go to Settings → Apps → Dialogflow, then click Configure.

2. Click Add new hook.

3. Fill in the form with:

   • Project ID (found at the top of the Google Cloud Console)

   • Service Account Key File (paste the full JSON content)

   • Inbox where the bot will be active

4. Click Save — and you’re done! Your bot is now integrated with Akece.

Advanced Intents

Handoff to a Human Agent

To let a human take over the conversation, configure a handoff intent in Dialogflow:

1. Create an intent named "Handoff Intent" (or similar)

2. Add training phrases like:

   • “I want to talk to a person”

   • “I need human help”

3. In Responses → Custom Payload, add:

{
  "action": "handoff"
}

This payload tells Akece to change the conversation status to open and assign it to a human agent.

Interactive Messages

📝 Available only for website inboxes.

You can create intents that return cards, lists, or article recommendations. Example using a select list:

{
  "content_type": "input_select",
  "content": "Choose your favorite dish:",
  "content_attributes": {
    "items": [
      { "title": "Sushi", "value": "I like sushi" },
      { "title": "Pizza", "value": "I like pizza" },
      { "title": "Biryani", "value": "I like biryani" }
    ]
  },
  "private": false
}

When the user clicks an option, the value is sent back to Dialogflow. You can use it to trigger follow-up intents.

Can Agents Return the Conversation to the Bot?

Yes. When a bot is connected to an inbox, conversations start with Pending status — meaning the bot is in control.

Once a handoff happens, the status changes to Open, and the bot stops responding.

If the agent wants the bot to take over again, they just need to change the conversation status back to Pending.

Need help connecting your chatbot to Akece?
Contact our support team:
📩 [email protected] | 📱 @akece.ai