Service Cloud Voice Implementation Guide
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Using Service Cloud Voice Contact Flows
Salesforce provides sample contact flows that you can use as a starting point to perform
common use cases.
Customize how customers interact with the contact center using contact flows. To learn more about contact flows, see the Amazon Connect Administrator Guide.
Download these sample contact flows from GitHub and then import them into your Amazon Connect instance. These contact flows use Salesforce Lambda functions that are documented in Using the Service Cloud Voice Lambda Functions for Amazon Connect.
Basic Flows
- Sample_SCV_Agent_Transfer: Use this contact flow to define the customer experience when a call is transferred from one agent to another agent.
- Sample_SCV_Inbound: Use this contact flow to define the customer experience for an inbound call (that is, when a customer calls your contact center).
- Sample_SCV_Inbound_Flow_With_Transcription: Use this contact flow to define the customer experience for an inbound call where transcription is enabled.
- Sample_SCV_Outbound_Flow_With_Transcription: Use this contact flow to define the customer experience for an outbound call (that is, the agent calls the customer) where transcription is enabled.
- Sample_SCV_Queue_Transfer: Use this contact flow to define the customer experience when a call is transferred to a queue.
Salesforce REST API Flows
- Sample_SCV_REST_Check_For_Open_Cases: Use this sample contact flow to demonstrate the InvokeSalesforceRestApiFunction Lambda function by checking for open cases.
- Sample_SCV_REST_Link_Call_To_Case: Use this sample contact flow to demonstrate the InvokeSalesforceRestApiFunction Lambda function by linking a call to an open case. This flow adds on to the simpler Sample_SCV_REST_Check_For_Open_Cases contact flow.