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How to access the full transcript of a Dialogflow CX conversation?

I offer a service to migrate your ES bot to CX, and got this question from a client.

(Is there) a way to access a full transcript of the CX conversation?

While Dialogflow CX does not provide a simple “export conversation transcript” feature at the moment, there are three ways to implement this.

Call the webhook at every conversation turn

If you enable a webhook call at each conversation turn, you will automatically get all the messages sent by the user as well as all the responses sent by the bot. This is quite a lot of work, but it also means you will sometimes call a webhook for no other reason and make your bot more brittle.

On top of that, CX has some system functions which allows you to bypass the use of webhooks altogether. So you might end up adding a lot of conversation logic into the bot just to avoid the use of a webhook, but still call the webhook just for the conversation transcript.

I don’t recommend it.

Call the webhook at the last step of the conversation

If you notice the JSON object sent to the webhook, you will see that CX already records all the messages and sends the entire set of conversation turns to your webhook (for the current sessionID). If you are sure which steps signify the end of the conversation, you can use this approach. But this means you will lose access to partial transcripts where the user did not complete the flow.

Convert StackDriver logs into a flat tabular CSV

The simplest option is to enable StackDriver logging as soon as you publish your bot. It has very little downside, but has a lot of benefits.

Then you can download the StackDriver logs and use my CX StackDriver JSON to CSV converter tool and turn it into a flat CSV file. This will give you a good picture of the flow of the conversation.

The converter tool also allows you to preview the chat transcript on the right hand side of the tool. Since the rich responses you use depend on the integration channel, the transcript just displays the plain JSON in the bot response.

Alternatively, you can also import your CSV file into a tool like Airtable and group by sessionID and then sort by timestamp and it will actually read like a transcript. In addition to viewing the chat transcript, Airtable also allows you to analyze the data further (for e.g. you can calculate the accuracy of your CX bot).

This method avoids the first two problems – enabling a webhook for each conversation turn, and failing to capture partial transcripts. Since the actual job of logging the information is done inside a dedicated logging tool (StackDriver), this method will not slow down your bot responses.

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"The magic key I needed as a non-programmer"

The custom payload generator was the magic key I needed (as a non-programmer) to build a good demo with rich responses in DialogFlow Messenger. I've only used it for 30 minutes and am thrilled. I've spent hours trying to figure out some of the intricacies of DialogFlow on my own. Over and over, I kept coming back to Aravind's tutorials available on-line. I trust the other functionalities I learn to use in the app will save me additional time and heartburn.

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