Theme
Google CCAI
The Google Contact Center AI (CCAI) integration enables OmniBots to escalate conversations to a CCAI-managed queue, or to serve as the virtual agent layer in front of a CCAI-powered contact center.
Prerequisites
- A GCP project with billing enabled and the Contact Center AI API enabled
- A service account with appropriate permissions
- Dialogflow CX agent (if using Dialogflow integration)
- Admin access to OmniBots Settings > Integrations
Configuring the Integration
1. Set Up GCP Credentials
In the GCP Console, go to IAM & Admin > Service Accounts, create a service account, and assign the following roles:
| Role | Purpose |
|---|---|
dialogflow.admin | Manage Dialogflow CX agents and sessions |
ccai.viewer | Read CCAI configuration and queue status |
ccai.editor | Create and route interactions |
- Generate a JSON key for the service account and download it
imageGCP Console IAM & Admin page showing service account creation with dialogflow.admin, ccai.viewer, and ccai.editor roles assigned
2. Add the Integration in OmniBots
Go to Settings > Integrations > Add Integration and select Google CCAI:
| Field | Description |
|---|---|
| GCP Project ID | Your Google Cloud project ID |
| Service Account Key | Upload or paste the JSON service account key |
| Agent ID | Dialogflow CX agent ID (if using Dialogflow) |
| Location | GCP region (e.g., us-central1, europe-west2) |
Click Test Connection to verify that OmniBots can authenticate with your GCP project and access the CCAI APIs.
TIP
Store your service account key in Settings > Secrets rather than pasting it directly. This ensures the key is encrypted at rest and access-controlled.
3. Dialogflow CX Integration
OmniBots can use Dialogflow CX as an NLU engine alongside its own flow builder. There are two integration modes:
| Mode | Description |
|---|---|
| NLU Node | Use a Dialogflow CX node in your OmniBots flow to classify intent and extract entities, then continue in the OmniBots flow |
| Full Agent | Delegate the entire conversation to a Dialogflow CX agent and handle the handoff response when the agent escalates |
To use the NLU Node mode, add a Dialogflow CX node to your flow and select the Google CCAI integration. The node sends user input to the Dialogflow agent and returns the matched intent and parameters as flow variables.
imageDialogflow CX agent console showing configured intents, entity types, and flow pages alongside the OmniBots integration settings
4. Configure Queue Routing
Map OmniBots escalation categories to CCAI queues:
| Mapping Field | Description |
|---|---|
| Default Queue | Queue used when no specific mapping matches |
| Queue Mappings | Map intent or category values to specific CCAI queues |
| Routing Profile | CCAI routing profile to apply |
| Fallback | Action if no queue matches (hold, callback, message) |
Handoff Node Configuration
When OmniBots serves as the virtual agent in a CCAI deployment, the Handoff node signals CCAI to transfer the interaction to a human agent queue with full conversation context. Configure the node by selecting your CCAI integration, choosing a target queue or routing profile, setting context data, and defining a timeout.
Context Data Passed to Agents
| Attribute | CCAI Field | Description |
|---|---|---|
| Conversation transcript | Conversation History | Full bot-user message history |
| Customer name | End User Display Name | If collected or identified |
| Intent | Matched Intent | The detected intent or escalation reason |
| Session parameters | Custom Parameters | Flow variables marked for handoff |
| Channel | Channel Type | Originating channel (web, voice, messaging) |
WARNING
Ensure your GCP service account has ccai.editor permissions. Without this role, OmniBots cannot create interactions or trigger agent handoffs in CCAI.
Testing the Escalation
- Publish your bot with a flow that includes the Handoff node
- Start a conversation and trigger the escalation path
- Verify the interaction appears in the CCAI agent desktop
- Confirm the conversation history and parameters are visible to the agent
- Check the CCAI operation logs if the escalation does not arrive
Troubleshooting
| Issue | Resolution |
|---|---|
| Connection test fails | Verify the Project ID, service account key, and location are correct |
| Dialogflow agent not found | Ensure the Agent ID matches and the agent is in the specified location |
| Queues not loading | Check that the service account has ccai.viewer permissions |
| Handoff fails silently | Review CCAI operation logs and verify the routing profile is active |
| Intent not detected | Confirm the Dialogflow CX agent has trained intents matching user input |