How do I configure custom outbound whisper flows in Amazon Connect?

Resolution

To create and edit contact flows, you must log in to your Amazon Connect instance as a user with sufficient permissions in your security profile.

Create an outbound whisper flow

Complete the following steps:

1. Log in to your Amazon Connect instance with your access URL. For example, https://alias.my.connect.aws.
   Note: Replace alias with your instance's alias.
2. In the navigation pane, hover over Routing, and then choose Contact flows.
3. On the Contact flows page, choose the arrow icon next to Create contact flow, and then choose Create outbound whisper flow.
4. In the contact flow designer, for Enter a name, enter a name for the contact flow. For example, Outbound whisper - Custom.
5. Choose Save.

Add a Set voice block

To set the text-to-speech (TTS) language and voice, complete the following steps:

1. In the contact flow designer, expand Set.
2. Drag and drop a Set voice block onto the canvas.
3. Choose the Set voice block title. The block's settings menu opens.
4. Choose a Language and Voice for the audio prompt that the customer hears.
5. Choose Save.

Add a Play prompt block

To configure the audio prompt, complete the following steps:

1. In the contact flow designer, expand Interact.
2. Drag and drop a Play prompt block onto the canvas.
3. Choose the Play prompt block title. The block's settings menu opens.
4. For Prompt, configure the audio prompt that you want to play.
5. Choose Save.

Add a Set recording and analytics behavior block

To record outbound calls, complete the following steps:

1. In the contact flow designer, expand Set.
2. Drag and drop a Set recording and analytics behavior block onto the canvas.
3. Choose the Set recording and analytics behavior block title. The block's settings menu opens.
4. For Call recording, choose the On option.
5. Choose Save.

For more information about call recording, see Activate contact recording.

Add an End flow / Resume block

Complete the following steps:

1. In the contact flow designer, expand Terminate / Transfer.
2. Drag and drop an End flow / resume contact block onto the canvas.

The block ends the outbound whisper flow but keeps the customer connected. For more information, see Flow block in Amazon Connect: End flow / Resume.

Finish the outbound whisper flow

Complete the following steps:

1. Add and connect more contact blocks to your outbound whisper flow as needed for your use case.
2. Connect all the connectors in your contact flow to a block. For example, Entry point > Set voice > Play prompt > End flow / resume.
3. Choose Save to save a draft of the flow.
4. Choose Publish to activate the flow immediately.

For more information, see Use the flow designer in Amazon Connect to create flows.

Set your custom outbound whisper flows

To override the default outbound whisper flow for outbound calls that initiate from the contact center, set your new outbound whisper flow in the queue. Complete the following steps:

1. Log in to your Amazon Connect instance with your access URL. For example, https://alias.my.connect.aws.
   Note: Replace alias with your instance's alias.
2. In the navigation pane, hover over Routing, and then choose Queues.
3. On the Queues page, select the name of the queue where you want to override the default outbound whisper flow.
4. On the Edit queue page, select the outbound whisper flow that you created from the Outbound whisper flow (optional) menu.
5. Choose Save.

Note: Every agent in Amazon Connect is associated with one routing profile. For every routing profile, there's one default outbound queue. Amazon Connect takes the outbound whisper flow from that default outbound queue for an agent.

Related information

Default flows in Amazon Connect for your contact center