NCC - Renewing Tokens for Dialogflow

Introduction

When connecting calls to Google Dialogflow, the Dialogflow agent utilizes webhooks to exchange information with the Nextiva Contact Center (NCC). This is what enables Dialogflow to pull information from NCC and trigger actions in NCC. These requests are authenticated with Security Tokens generated in NCC.

Because the maximum life for one of these security tokens is 6 months, it will be necessary to update this token in Dialogflow to ensure your IVA continues to function. 

This guide covers these steps.

Security Tokens in NCC

Security Tokens are managed and created in NCC at the Tenant level

Accessing Tokens

1. From the Options menu, search for Tenant, and click the Tenant icon.
   
   
   

2. Click the Security Tokens tab.
   
   
   

3. Here you can see your current Security Tokens. The token’s expiration date is visible in the Expires At field:
   
   
   

Creating New Tokens

1. From the Security Tokens section of the Tenant, click the + icon
   
   
   

2. For the Token ID, select Web API.

3. Give it a descriptive name of your choosing

4. For the User Profile, select Administrator.

5. Click OK.

6. You can now copy your certificate by clicking the copy icon.
   
   
   

NOTE: When you copy using the copy icon, it will copy an additional prefix “token: ” that needs to be removed when entering in Dialogflow.

Applying Token to Webhook in Dialogflow

Now that you have your NCC Security Token, it needs to be added in Dialogflow. Follow the instructions below for the version of Dialogflow you are using. 

Dialogflow CX / Conversational Agents

1. Navigate to https://conversational-agents.cloud.google.com/.

2. Select your agent from the list of provisioned agents.

3. Select Flows from the lefthand menu options.
   

4. Click Manage.

5. Click Webhooks.

6. Click on the NCC Update webhook.
   

7. Scroll down to the Request Headers section and replace the Value for Authorization with your new token.
   

8. Click Save (at the top of the page). 

Reminder: Ensure it does not say “token: ” at the front of your token. 

Dialogflow ES

1. Navigate to https://dialogflow.cloud.google.com/.

2. Ensure you are editing the project/agent associated with Nextiva.

3. Click Fulfillment.
   
   
   

4. Update the value for the Authorization header with your new token.
   
   
   

5. Click Save (at the bottom of the page). 

NOTE: Ensure it does not say “token: ” at the front of your token.