Contact Flow: 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.

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

The whisper flow executes right before the agent picks up the call. The reason that transcription is started during this whisper flow is to ensure that Amazon Connect doesn’t start transcribing until the call is about to start. Otherwise, you could have too many simultaneous transcriptions executing for customers still in the queue, which may result in your Amazon account limits being exceeded.

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

Agent whisper 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 contact attributes [2]	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 [3]	This block starts media streaming for transcription purposes. Every call uses two streams (from the customer and from the agent).
Check contact attributes [4]	This block checks whether isTranscribed is set to `true`.
Invoke AWS Lambda function [5]	This block calls the provided kvsConsumerTrigger Lambda Function, which starts the transcription in Salesforce. To learn how to use Amazon Transcribe’s custom vocabulary and vocabulary filtering, see Improve Amazon Transcribe's Transcription Accuracy with Custom Vocabulary and Filters.
End flow [6]	This block ends the flow.

Service Cloud Voice Implementation Guide

Contact Flow: Agent Whisper with Transcription