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Interruptable message in Amazon Connect queue flow

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We try to build a contact flow in Amazon Connect that allows customer to interrupt waiting in a queue and leave a voice-mail.

Voice-mail feature itself is working, we have a customer queue flow dedicated to this feature and everything works, but the flow is not intuitive for the user.

What customer wants is

  • user hears music when waiting in a queue flow
  • every 90s (or any other given period of time, but fixed) a message notification is played about possibility to press number and leave a voice message for callback
  • customer can press 1 any time when waiting in the queue (message notification is only to remind user about this possibility)

(please leave out checking for staffing metrics and hours of operations, we only have problem with usability of the queue flow)

What we look for is something that will act like MessageParticipant but that can be interrupted by pressing a phone key by a user.

Solution that is hacky and only works with voice channels are fine - this is our only concern, as Lex is handled separately.

There are two approaches that we tried, but none were solving all of the issues:

Using MessageParticipantIteratively

This does not allow to interrupt waiting at any moment but only at given intervals - so user needs to wait 90s before he/she can press button to interrupt.

Using GetParticipantInput with InputTimeLimitSeconds and looping again

InputTimeLimitSeconds only affects waiting for input, so playback needs to be finished first, making intervals really long in case of music prompts.

Topics
Application IntegrationBusiness Applications
Tags
Amazon ConnectBusiness Applications
Language
English
Rafal Wrzeszcz
asked a year ago856 views
2 Answers
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So I tried this out and it seems to work, here is a sample of the Customer Queue Flow that I created: Enter image description here

profile pictureAWS
ClarenceChoi
answered a year ago
  • ledge
    a year ago

    The problem here Clarence is that the maximum prompt length is 5 minutes, which isn't very long.

    This is my biggest issue with Connect. Customers can end up with very long wait times and the looping of prompts and interruptions is not very good in Connect. You end up having to do work arounds like above, which are difficult to maintain and change.

    In a perfect world, the loop prompt block should return to where it left off in the prompts. i.e. if it was 45 seconds into the first prompt it would resume at 45 seconds into the first prompt, rather than reverting to the beginning.

  • ClarenceChoi
    a year ago

    Yes, you will need to stich multiple Get Customer Input together, with a longer than 5 min wave music to be broken up in chunk, and each Get Customer Input block will play the continuation of the previous music to make up like 20 min (~4 Get Customer Input)

    It is a workaround as mentioned with the Loop prompt block always play from the beginning. Please work with your AWS SA to add your influence into this feature request.

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As a workaround, in the Customer Queue Flow, in the Loop prompt, play nothing like ''. And change the interrupt period to 1 or 2 sec. Within the timeout, now you can play a very long single prompt that includes both music and instruction to " <nusic> .... press 1 for VM and press 2 to continue" in a Get Customer Input to choose 1 or 2, or just default. and you do the rest of logic.

So you only have 1 or 2 sec that the press 1 or 2 might not work and the rest of the time you are waiting for the input

profile pictureAWS
ClarenceChoi
answered a year ago

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