Update Voice Call

To update a voice call after getting customer input in an Amazon Connect flow, you cannot directly invoke a Salesforce REST API function within the Connect flow itself. However, you can achieve this by using a combination of Amazon Connect and AWS Lambda.

Here's a general approach you can take:

1. In your Amazon Connect flow, after the "Get customer input" block, add a "Invoke AWS Lambda function" block.

2. Create an AWS Lambda function that will act as an intermediary between Amazon Connect and Salesforce. This Lambda function should:

• Receive the customer input and any other relevant data from the Connect flow
• Use the Salesforce API to make the necessary updates in Salesforce
• Return any required information back to the Connect flow

3. Configure the Lambda function with the necessary permissions and credentials to interact with Salesforce.

4. In the Connect flow, use the data returned from the Lambda function to continue routing the call or update contact attributes as needed.

This approach allows you to indirectly invoke Salesforce functions and update call information while keeping the call active in the Amazon Connect flow. Remember to handle any potential errors or timeouts in your Lambda function to ensure a smooth customer experience.

If you need to make updates to an in-progress call outside of the normal flow execution, you might need to explore more advanced solutions involving external services like Amazon Chime SDK's PSTN audio capabilities. However, for most use cases, the Lambda integration approach should suffice for updating Salesforce based on customer input during a call.

[+] https://docs.aws.amazon.com/connect/latest/adminguide/invoke-lambda-function-block.html