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.
View these contact flows in GitHub, or access them directly from 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: This contact flow defines the customer experience when a call is transferred from one agent to another agent.
- Sample_SCV_Inbound: This contact flow defines the customer experience for an inbound call (that is, when a customer calls your contact center).
- Sample_SCV_Inbound_Flow_With_Transcription: This contact flow defines the customer experience for an inbound call where transcription is enabled.
- Sample_SCV_Outbound_Flow_With_Transcription: This contact flow defines the customer experience for an outbound call (that is, the agent calls the customer) where transcription is enabled.
- Sample_SCV_Queue_Transfer: This contact flow defines the customer experience when a call is transferred to a queue.
Salesforce REST API Flows
- Sample_SCV_REST_Check_For_Open_Cases: This sample contact flow demonstrates the InvokeSalesforceRestApiFunction Lambda function by checking for open cases.
- Sample_SCV_REST_Link_Call_To_Case: This sample contact flow demonstrates 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.