Dialogflow新手求助：如何让聊天机器人自动转未知问题至邮箱人工处理？

Hey there! As someone who’s built a handful of FAQ and troubleshooting bots with Dialogflow, I can walk you through exactly how to set up this automatic email forwarding for unanswered questions. Here’s the step-by-step breakdown:

1. Lean on Dialogflow’s Default Fallback Intent #

First, make sure you’re using Dialogflow’s built-in Default Fallback Intent—this is the intent that triggers whenever your bot can’t match the user’s question to any of your existing intents.

• Head to your Dialogflow agent’s Intents page.
• Locate the "Default Fallback Intent" (it’s there by default; if not, create one and mark it as the fallback intent).
• Enable Fulfillment for this intent—this tells Dialogflow to run custom code when it hits a question it can’t answer, which is where we’ll handle sending the email.

2. Set Up Fulfillment with the Inline Editor (Beginner-Friendly) #

You’ll need to use Dialogflow’s Fulfillment feature to run code that sends the email. For new users, the Inline Editor (Node.js) directly in Dialogflow is the easiest route:

• Go to the Fulfillment tab in your agent.
• Toggle on the Inline Editor option.
• First, add the nodemailer package (a popular Node.js tool for sending emails) to your package.json dependencies:

  "dependencies": {
    "actions-on-google": "^2.13.0",
    "dialogflow": "^1.2.0",
    "nodemailer": "^6.9.7"
  }
  

• Save the file and wait for the dependencies to install (it’ll take a few seconds).

3. Write the Code to Send Emails #

Update the index.js file in the Inline Editor to handle the fallback intent and send the email. Here’s a working example you can tweak:

const functions = require('firebase-functions');
const { WebhookClient } = require('dialogflow-fulfillment');
const nodemailer = require('nodemailer');

// Configure your email service (adjust this for your provider)
const transporter = nodemailer.createTransport({
  service: 'Gmail', // Swap with SendGrid, Outlook, or another service if needed
  auth: {
    user: 'your-email@example.com',
    pass: 'your-app-password-or-email-pass' // For Gmail with 2FA, use an App Password (see note below)
  }
});

exports.dialogflowFirebaseFulfillment = functions.https.onRequest((request, response) => {
  const agent = new WebhookClient({ request, response });

  // Handle unanswered questions and send email
  function forwardUnansweredQuestion(agent) {
    const userQuestion = agent.query;
    const sessionId = agent.session.split('/').pop();
    const timestamp = new Date().toLocaleString();

    // Build the email content
    const mailOptions = {
      from: 'your-email@example.com',
      to: 'your-inbox@example.com', // Your email where you want to receive the questions
      subject: `Unanswered Dialogflow Question - Session ${sessionId}`,
      html: `
        <h3>New Unresolved User Question</h3>
        <p><strong>User's Question:</strong> ${userQuestion}</p>
        <p><strong>Session ID:</strong> ${sessionId}</p>
        <p><strong>Timestamp:</strong> ${timestamp}</p>
      `
    };

    // Send the email and reply to the user
    transporter.sendMail(mailOptions, (error, info) => {
      if (error) {
        console.log(error);
        agent.add("Sorry, I couldn't process your request right now. Please try again later.");
      } else {
        console.log('Email sent: ' + info.response);
        agent.add("Hmm, I don't have an answer for that right now. I've sent your question to our team, and someone will reach out to you soon!");
      }
    });
  }

  // Map the fallback intent to our handler function
  let intentMap = new Map();
  intentMap.set('Default Fallback Intent', forwardUnansweredQuestion);
  agent.handleRequest(intentMap);
});

4. Key Tips for Email Services #

• Gmail Users: If you have 2FA enabled, skip using your regular password—create an App Password instead. Go to your Google Account > Security > App Passwords to generate one.
• Alternative Services: If you don’t want to use Gmail, use SendGrid or Mailgun. Just update the transporter configuration with their SMTP details (you’ll find these in their dashboard).
• Collect User Contact Info: If you want to follow up directly, modify the fallback intent to first ask the user for their email or phone number. Add a follow-up intent to collect that info, then include it in the email content.

5. Test It Out #

Save your code, then head back to the Dialogflow Console and type a question your bot can’t answer. You’ll get the automated response, and the question should land in your email inbox within a minute.

内容的提问来源于stack exchange，提问作者Yeung Andy