Service Cloud Voice Implementation Guide

Overview
Contact Flows
Contact Flow: Inbound Flow with Transcription
Contact Flow: Agent Whisper with Transcription
Contact Flow: Inbound Subflow
Contact Flow: Outbound Flow with Transcription
Contact Flow: Agent Transfer
Contact Flow: Queue Transfer
Examples of Common Use Cases
Lambda Functions
Telephony Integration REST API
Toolkit API
Connect API to Update Transcripts
Limits and Scaling
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Contact Flow: Outbound Flow with Transcription

This contact flow defines the customer experience for an outbound call (the agent calling the customer) where transcription is enabled.

The contact flows in this guide reflect the most recent version provided by Salesforce. You can use the latest flows by downloading them from our GitHub repository and then importing them into your Amazon Connect instance. For instructions on importing contact flows, see Import/export contact flows in the Amazon Connect Administrator Guide.

Important

In this diagram, we’ve only annotated some of the key blocks to better understand this flow. We haven’t annotated every prompt that plays to the customer or every error handling block. You can customize any of these prompts and any of this logic to suit your use case.

Note

Outbound flow with transcription

Block Description
Set logging behavior [1] This block turns on logging in Amazon Connect for this flow. We recommend logging for debugging and evaluating the contact flow.
Set recording and analytics behavior [2] This block sets the recording behavior to On. This action records the audio conversation between the agent and the customer, which can be accessed later from the VoiceCall record.
Set contact attributes [3] This block sets the isTranscribed attribute to true and the languageCode to en-US in the contact trace record (CTR). Update the language code as necessary. isTranscribed is set to false if any errors occur while starting media streaming or invoking the transcription Lambda function.
Start media streaming [4] This block starts media streaming for transcription purposes. Every call uses two streams (from the customer and from the agent).
Check contact attributes [5] This block checks whether isTranscribed is set to true.
Invoke AWS Lambda function [6] This block calls the provided kvsConsumerTrigger Lambda Function, which starts the transcription in Salesforce.
End flow [7] This block ends the flow.