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What is the best way to solve this?

0

We have an integration between Amazon Connect & Salesforce.

We have roughly 6 Queues, all divided into different sales teams. Each route should have this rule: Find the owner of the lead, and assign the voice call record to that person. If that person does not pick up or is not available, then forward the phone to the rest of his team. Whoever in that team pick up the phone, assign the voice call to them, and change the lead owner to him/her as well. This rule should be similar to each of those 6 Queues. First check the agent, then send it to the team, change ownership. If no one pick up then send it to Support Queue.

Whats the best way to build this. Salesforce Flows or Amazon Connect Flows?

Topics
ServerlessComputeApplication IntegrationBusiness Applications
Tags
AWS LambdaAmazon Connect
Language
English
Mustafa Ahmed
asked 6 months ago353 views
1 Answer
0

You would start by setting up Amazon Connect Flows to handle the initial call routing based on your specific queue requirements. This involves creating contact flows that direct the incoming call to the lead owner or, if unavailable, to the team queue as specified. These flows can be configured to ensure that calls are routed correctly according to your business rules.

On the Salesforce side, using Salesforce Flows can help in managing the CRM-related actions, such as changing the lead owner based on who accepted the call. Salesforce Flows can be used to automate these CRM updates, which are triggered by actions/events from Amazon Connect, ensuring that your sales records are always up-to-date and accurately reflect the current state of leads and customer interactions​​.

In summary, use Amazon Connect Flows for the voice call routing and initial handling based on your queue strategy, then employ Salesforce Flows for the CRM-related operations like updating the lead owner. This combined approach will leverage the strengths of both platforms to create a seamless integration that meets your business rules.

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EXPERT
Sedat Salman
answered 6 months ago
  • Mustafa Ahmed
    5 months ago

    Hi Sedat. I tried the above and i could not get it to work.

    The business requirement is as such:

    1. A phone call should first go to an agent that owns a record in Salesforce
    2. If the Agent does not pick up, it should be routed to the agents queue (Each Agents belongs to a queue, and a call should only be routed within the same queue)
    3. If no one in the Sales Team Queue picks up, then it should be routed to Support Queue.

    If configured on Amazon Connect, would this work on Salesforce Voice?

    FYI this is Service Cloud Voice Retail/Bundle implementation (Salesforce created the AWS Account)

    Thanks

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