Service Cloud Voice Implementation Guide
jNewer Version Available
Using Service Cloud Voice Contact Flows
Salesforce provides sample contact flows that you can use as a starting point to
perform common use cases.
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
These flows are automatically installed into new Amazon Connect instances when you set up Service Cloud Voice.
- Sample SCV Inbound Flow With Transcription: This contact flow defines a basic interactive voice response (IVR) flow that includes creating a VoiceCall record in Salesforce and turning on transcription. (Documentation, Source Code). Starting with contact center version 9.0, you also get the Sample SCV Inbound Flow With Transcription using Contact Lens contact flow, which performs the same function, except that it's also enabled with Contact Lens.
- Sample SCV Agent Whisper With Transcription: This contact flow prepares for the inbound call by starting media streaming and turning on transcription. This contact flow is assigned as the “whisper flow” during the Inbound Flow with Transcription contact flow. (Documentation, Source Code).
- Sample SCV Inbound Subflow: This contact flow streamlines the integration with an Omni-Channel flow in order to route work. You can connect this subflow to your inbound contact flow. (Documentation, Source Code).
- Sample SCV Outbound Flow With Transcription: This contact flow defines the customer experience for an outbound call (the agent calling the customer) where transcription is enabled. (Documentation, Source Code). Starting with contact center version 9.0, you also get the Sample SCV Outbound Flow With Transcription using Contact Lens contact flow, which performs the same function, except that it's also enabled with Contact Lens.
- Sample SCV Agent Transfer: This contact flow illustrates the customer experience when a call is transferred from one agent to another agent. (Documentation, Source Code). Starting with contact center version 9.0, you also get the Sample SCV Agent Transfer with Transcription using Contact Lens contact flow, which performs the same function, except that it's also enabled with Contact Lens.
- Sample SCV Queue Transfer: This contact flow illustrates the customer experience when a call is transferred to a queue. (Documentation, Source Code). Starting with contact center version 9.0, you also get the Sample SCV Queue Transfer with Transcription using Contact Lens contact flow, which performs the same function, except that it's also enabled with Contact Lens.
Salesforce REST API Flows
These flows demonstrate how you can use the InvokeSalesforceRestApiFunction Lambda function to perform some common tasks with the Salesforce REST API.
- Sample SCV REST Check for Open Cases: This sample contact flow demonstrates how to check for open cases using the InvokeSalesforceRestApiFunction Lambda function. (Source Code)
- Sample SCV REST Link Call to Case: This sample contact flow demonstrates how to link a call to an open case using the InvokeSalesforceRestApiFunction Lambda function. This flow adds on to the simpler Sample_SCV_REST_Check_For_Open_Cases contact flow. (Source Code)
To learn more about contact flows, see the Amazon Connect Administrator Guide.