Dialpad's integration with Google GECX Voice Agents lets you route inbound calls from Dialpad to Google Dialogflow CX or CX Agent Studio over a secure SIP/TLS connection. When the Google bot/agent determines that a live agent is needed, it can hand the call back to Dialpad using SIP REFER, allowing the caller to continue the conversation with a Dialpad human agent.
This integration replaces the legacy PSTN-based connection with a native SIP connection, providing a more direct and efficient integration between Dialpad and Google Voice Agents.
Who can use this
This integration is available for customers using Google Dialogflow CX or CX Agent Studio voice agents. Dialogflow ES is not supported.
To use this integration, you must have:
- A Dialpad Pro or Enterprise license. This integration is not supported on Dialpad Connect Standard.
- A Google Cloud project with a Dialogflow CX or CX Agent Studio voice agent.
- An active Google GECX / Dialogflow CX subscription managed directly with Google. Dialpad does not provision or resell Google services.
Note
This article covers the Dialpad and Google SIP integration. You are responsible for creating and maintaining your Google Voice agent, including its conversation flows, intents, and business logic. This integration is not currently self-service.
Let’s dive into the details.
Expected behavior for CX Agent Studio & Dialogflow CX Agents
You should experience this behavior when you have enabled your Google Voice Agents.
- Inbound calls: Routes to your Google agent over the SIP connection.
- Escalations to a live agent: When your flow transfers the call via the live agent handoff intent, the call returns to Dialpad and Google is fully removed from the call.
Before requesting enablement, complete the required Google Voice Agent configuration using either Dialogflow CX or CX Agent Studio to allow for escalation back to a human agent.
Configure Dialogflow CX agents
- Create a live agent handoff intent and add the following JSON configuration:
{
"sip-refer": true
}- Within your Telephony Transfer Call intent, enable Use originating trunk.
Note
This transfers the call back to Dialpad using SIP REFER. - Navigate to the Gemini Enterprise for CX menu
- Select Agent Assist
- Select Conversation Profiles
- Select your agent's respective Conversation Profile
- Under the SIP Configuration subsection in your Conversation Profile’s settings, turn on:
- Create Conversation On The Fly
-
Allow Virtual Agent Interaction
8. Enable “Use Bidirectional streaming API”
Configure CX Agent Studio agents
Complete these steps in Google CX Agent Studio.
- Toggle on the Enable Conversation Logging option when creating your agent
- Select Create
- Once your agent is created, select Deploy
- Select Connect Platform
- Select Dialpad as the Platform
Configure CX Agent Studio escalation to a human
To transfer a CX Agent Studio call back to a human agent over the originating SIP trunk please follow the following instructions:
Set this instruction on your agent, modify the scenario and text as you see fit. Set the phone number to the Dialpad phone number you wish to escalate back to.
-If the user needs a human, execute the tool end_session.
(
reason="escalate_to_human",
session_escalated=true,
params={
"ESCALATION_MESSAGE": "<Escalation message to be spoken>",
"telephonyTransferCall": {
"phoneNumber": "<Dialpad_Phone_Number(E.164 Format)>",
"useOriginatingTrunk": true
},
"liveAgentHandoff": {
"sipRefer": true
}
}
)Request Dialpad Enablement
After your Google Voice Agent has been configured and deployed, complete the Google GECX Voice Agents Enablement Request Form.
The Enablement Request Form collects the information Dialpad requires to provision your integration.
Provide these details:
- Google Cloud Project ID
- Google Voice Agent phone number
- Dialpad Office phone number
- Voice Agent display name
After your request is submitted, Dialpad then:
- Creates the required Google Voice Agent endpoints.
- Enables Google Voice Agents as routing destinations within your Dialpad account.
- Notifies you by email once provisioning has been completed.
Set Call Routing to Third-Party Voice Agents
To route calls to your Third-Party Voice Agents, navigate to your Dialpad Admin Settings:
- Navigate to the desired Department, Office, or Contact Center and select the one you want to configure
- Select Call Routing > Edit Call Routing
- Under Other routing options, select To Third-Party Voice Agents
- Assign your Third-Party Voice Agent
Inbound calls to this Contact Center now route through your configured Third-Party Voice Agent.
Frequently Asked Questions
What's the difference between Dialogflow CX and CX Agent Studio for this integration?
Both are part of Google's GECX Voice Agents platform and use the same SIP/REFER integration pattern with Dialpad. The main difference is how the agents are configured and their capabilities.
Do I need to upload a JSON key in Dialpad for this integration?
No — the SIP trunk connection doesn't use the Dialpad Dialogflow integration page or a JSON key. (See open question above on call context/screen pop.)
Will I see the virtual agent's conversation transcript in Dialpad?
This is currently not supported.
Can I use Dialogflow ES instead of Dialogflow CX?
No, only Dialogflow CX and CX Agent studio agents are supported.
How do I enable Call Context?
To enable Call Context, reach out to Dialpad Professional Services as this requires support cost and development.