User defined contact attribute value in Amazon Connect contact flow is not saving or being passed to Salesforce

Question

Goal: I'm trying to pass the option that is selected in the Amazon Connect IVR into a custom field on the Voice Call object in Salesforce. We are using Service Cloud Voice with Partner Telephony by Amazon Connect.

(This is set up exactly as specified at https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_interactive_voice_response.htm)

I have a custom field in Salesforce on the Voice Call object with an API name of Phone_Support_Selection__c. In the Amazon Connect inbound contact flow I have a "Set Contact Attributes" block that is set up as:
* Destination Type: User Defined 
* Destination Attribute: sfdc-PhoneSupportSelection__c
* Text Value: Dashboard

However, the value never passes to Salesforce and when I check the Cloudwatch logs Parameters.Key is listed as PhoneSupportSelection, but there is no value listed.

Any help would be amazing, thanks!

Answer

The fact that you don't see any data in CW tells me that you more than likely have the block configured incorrectly. Can you share a shot of how you're setting it up?

Answer

So your set block is correct. Now, on to your script. When you look at the CW logs, are you sure the call is going through this logic?

Answer

Yes, here is the current block. It is placed in the flow before the voice call creation step.

![Enter image description here](/media/postImages/original/IM9ebY298yRhKl9KJaaEGWDw)

Answer

Hi Chris - just curious what the resolution to this was? It sounds like I'm having a similar issue.

User defined contact attribute value in Amazon Connect contact flow is not saving or being passed to Salesforce

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