Genesys Dialogflow ES - User phone_call model

[Botmatic]

Hi all,

We are using the Dialogflow ES integration and want to use the phone_call model as suggested here: Specify the Google Cloud Dialogflow ES speech model - Genesys Cloud Resource Center

It says we have to return a custom payload from Dialogflow to Genesys, and it has an example of how to add this in the console. But I need to do it via webhook fulfilment, and in addition I want to return the custom payload and an answer text.

Has anyone used this integration before, specifically with a webhook response rather than a static intent response? How did you do it?

[Botmatic]

So I've made a bit more progress. Note that when I add a hardcoded custom payload to the intent i see the following fulfilment messages in the response:

"fulfillmentMessages": [
{
"text": {
"text": [
"Hi! How can I help you today?"
]
}
},
{
"payload": {
"recognition-options": {
"model": "phone_call",
"variant": ""
}
}
}
],

I've managed to replicate the above in my webhook response by following this: How to send custom Payload from Dialogflow fulfilment · Issue #267 · dialogflow/dialogflow-fulfillment-nodejs · GitHub

But I am finding that this causes a looping error where I keep receiving the welcome message. Does anyone know how to solve this? Or whether it's even solvable?

Further, why is the model setting not easily configured on the Genesys side? It seems odd that I have to return a custom payload to control it. This is so not user friendly.