Update configuration credentials in the Google Cloud Dialogflow CX Add-on integration in Genesys Cloud

To continue using the Call Dialogflow CX Bot action in Architect, you must:

  • Grant Genesys Cloud permission to access your Google Dialogflow CX resources using a new service account email.
  • Update the configuration credentials in the Google Cloud Dialogflow CX Add-on integration.

Increased credentials framework security

To support ongoing platform improvements and maintain security standards, Genesys upgraded the underlying credentials framework used to authenticate and authorize access between Genesys Cloud and Google Dialogflow CX. This change involves moving from a legacy authentication model to a more modern, secure, and scalable credentials structure based on updated Google Cloud best practices and is necessary for continued use of the Call Dialogflow CX Bot action in Architect.

Warning: Customers must update their integration to use a new service account provided by Genesys. If you do not complete this update, you can experience disruptions to bot functionality or degraded system performance.

This migration strengthens the reliability, security, and long-term stability of your Google Cloud Dialogflow CX-powered experiences and positions your organization to benefit from future enhancements to the integration. 

Step 1: Receive your new service account email

Genesys sent an email that contains your new service account. This account grants Genesys Cloud access to your existing Google Cloud projects. If you did not receive your email, contact your Genesys representative for assistance.

Step 2: Grant Genesys Cloud access to your Google Cloud projects

Note: For more information about how to use multiple Google Cloud projects, see Using multiple projects in the Google Dialogflow CX documentation.

  1. From the Google Cloud console, navigate to the IAM page.
  2. Open your existing projects.
  3. Add a new principal for each project, if multiple exist.
    1. Cliquez sur Ajouter.
    2. In the New principals field, paste the service account email that you were sent from Genesys to update your configuration credentials in the Cloud Dialogflow CX Add-on integration.
  4. Add the following roles to the new principal:
    Remarque : Ces rôles permettent à Genesys Cloud d'accéder aux agents Google Cloud Dialogflow CX, d'y effectuer des recherches et de traiter le bot avec succès au moment de l'exécution.
    • Dialogflow API Client
    • Lecteur d'API Dialogflow
    • Dialogflow Conversation Manager
  5. Reply to the email that contains your new service account email, or contact your Genesys representative and inform them that you made the appropriate changes. This action starts the process to receive your credentials for the next steps.

Step 3: Receive the new service account email credentials from Genesys Cloud

Genesys will schedule a screen share session with you, where a team member provides you with the credentials that you must add to your configuration in the Cloud Dialogflow CX Add-on integration. During the screen share session, copy and save the following credential details for use in the next step:

  • Client ID
  • Client Email
  • Private Key ID
  • Private Key 

Note: After you grant the new service account access to your GCP projects using the permissions in the previous section, Genesys will provide the credentials. Also notify your Genesys account team when you grant these permissions.

Step 4: Update the configuration credentials in Genesys Cloud

  1. Connectez-vous à Genesys Cloud.
  2. Cliquez sur Admin. 
  3. Sous Intégrationscliquez sur Intégrations.
  4. From the list of integrations, click Google Cloud Dialogflow CX Add-on.
    1. Click the Details tab.
    2. Verify that you see the Metadata section and that your Service-Account-Email field displays your current (legacy) service account email.
      Note: If you do not see an email address in the field, confirm that you activated the add-on. If you do not see the Metadata section, contact your Genesys Cloud representative or Product Support.

  5. Click the Configuration tab.
  6. From the Configuration tab, click the Properties tab. An additional property, Use Legacy Credentials, appears and is set to False. If this option it is set to True, then set it to False unless you want to revert to your older settings.
  7. Click the Credentials tab. A Google Cloud Platform Service Account section and Configure button appear.
  8. Click Configure. A credentials dialog box opens.
  9. Enter the credential details that you saved from your screen share session:
    • Client ID
    • Client Email
    • Private Key ID
    • Private Key
  10. Click OK. The dialog box closes and the status within the Google Cloud Platform Service Account section changes to Configured, along with the current date and time.
  11. Click Save. Your Google Cloud Dialogflow CX Add-on now uses your new credentials across your entire project. 

Optional: Revert to legacy credentials

  1. From the Configuration tab, click the Properties tab.
  2. Set Use Legacy Credentials to True.