Service Cloud Voice Implementation Guide
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Samples Flows for Amazon Connect
Salesforce provides several out-of-the box sample flows for Amazon
Connect you can use to create inbound, outbound, and transfer flows for your Service Cloud
Voice contact center environment.
The sample flows are automatically installed when you create a contact center. All sample
flows begin with the name “Sample SCV.” There are two ways to access the sample flows:
- Access the sample flows directly in Amazon Connect. Log in to your Amazon Connect instance and select Routing > Contact flows.
- Get the JSON sample flow files from GitHub. Download the JSON files from the https://github.com/service-cloud-voice/examples-from-doc/tree/main/ContactFlows page in GitHub and import them into your Amazon Connect instance. For instructions on how to import flows, see Import/export flows in the Amazon Connect Administrator Guide.
Salesforce offers the following sample flows, which you can customize for your Service Cloud Voice contact center environment:
Inbound Flows
- Sample SCV Inbound Flow: Creates a voice call record in Salesforce for the inbound call and transfers the call to the SCV Omni-Channel subflow. Associate your phone number with this flow so customers can reach your contact center. JSON file
Outbound Flows
- Sample SCV Outbound Flow With Transcription Using Amazon Transcribe: Starts media streaming. Also starts transcription using Amazon Transcribe, capturing and transcribing audio for outbound voice calls. If you use this preferred flow, you can’t use the Sample SCV Outbound Flow With Transcription Using Amazon Transcribe flow. Since the Sample SCV Outbound Flow With Transcription Using Contact Lens offers more robust transcription features, consider using that flow instead of this one. JSON file
- Sample SCV Outbound Flow With Transcription Using Contact Lens: Starts transcription using Contact Lens for Amazon Connect, capturing and transcribing audio for outbound voice calls. If you use this preferred flow, you can’t use the Sample SCV Outbound Flow With Transcription Using Amazon Transcribe flow. JSON file
Transfer Flows
- Sample SCV Transfer Flow For Agent Transfers: Creates a voice call record and transfers the call from one agent to another specified agent. JSON file
- Sample SCV Transfer Flow For Omni-Channel Transfers: Creates a voice call record and transfers the call from an agent to a specified Omni-Channel flow. JSON file
- Sample SCV Transfer Flow For Queue Transfers: Creates a voice call record and transfers the call from an agent to a specified queue. JSON file
Agent Whisper Flows
- Sample SCV Agent Whisper Flow For Amazon Transcribe: Starts media streaming. Also starts transcription using Amazon Transcribe to prepare for inbound voice calls and voice call transfers. JSON file
Subflows
- Sample SCV Callback Subflow: Gives the caller the option to schedule a callback if the queue is busy. If the caller chooses to schedule a callback, transfers the voice call to the Callback queue. If the caller chooses to remain on the line, transfers the call to one of the SCV Transcription Subflows. JSON file
- Sample SCV Field Service Phone Call Subflow: Connects field agents to contact center agents. JSON file
- Sample SCV Omni-Channel Subflow - Basic Routing With Case Creation: Creates a case for each inbound voice call, routes the call to a queue, and opens a screen-pop for the new case record when an agent accepts the call. JSON file
- Sample SCV Transcription Subflow With Amazon Transcribe: Enables call recording and real-time transcription using Amazon Transcribe, and then transfers the voice call to the queue. JSON file
- Sample SCV Transcription Subflow With Contact Lens: Enables call recording and real-time transcription using Contact Lens, and then transfers the voice call to the queue. JSON file
- Sample SCV Voicemail Subflow: Gives the caller the option to leave a voicemail. Agents can play the recordings and read the transcriptions of all voicemails routed to them. JSON file
Other Flows
These flows demonstrate how you can use the InvokeSalesforceRestApiFunction Lambda function to perform some common
tasks with the Salesforce REST API.
- Sample SCV Invoke REST API Check For Open Cases: Checks for open cases using the InvokeSalesforceRestApiFunction Lambda function. JSON file
- Sample SCV Invoke REST API Link Call To Case: Links a voice call to an open case using the InvokeSalesforceRestApiFunction Lambda function. This flow adds on to the Sample SCV Invoke REST API Check For Open Cases flow. JSON file