Post Call Survey using Salesforce Service Cloud Voice with Amazon Connect Telephony

Question

Has anyone successfully created a post call survey using Service Cloud Voice and Amazon Connect and got the survey data to sync to Salesforce? [The AWS documentation](https://aws.amazon.com/blogs/contact-center/tag/post-call-surveys/) has been removed and I'm stuck.

**Goal State:**
Callers are automatically routed to a 1 question post call survey (rate from 1 to 5) when an agent ends the call. We store the customer input to the CTR and sync it to a custom field on the Voice Call Record (VCR) in Salesforce.

**Context** 
* We implemented Service Cloud Voice (SCV) with Amazon Connect telephony and calls are answered via Omni-Channel. 
* VCRs are auto created.
* We use Connect contact flows and do not use Omni-Channel routing flows. 
* The post call survey is in a disconnect flow.
* We cannot use the 'opt in' option for surveys.

**I've Tried**
* Putting both the Store Customer Input and Set Contact Attributes blocks within the disconnect flow.
* Adding the attribute to the Set Contact Attribute block before the InvokeTelephony Lambda. [Pass Data From IVR Documentation](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_interactive_voice_response.htm)
* Updating the CTRDataSyncFunction to add custom fields. [Customize Synced CTR Fields Documentation](https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_ctrdatasync.htm)

Given Stored Customer Input is not listed in the [CTR Data Models Documentation](https://docs.aws.amazon.com/connect/latest/adminguide/ctr-data-model.html), I'm not sure I'm updating the lambda correctly or if it's necessary?

Answer

Hi Laura,
A complete solution to deploy post-call survey was recently released on aws-samples.

Please see: [https://github.com/aws-samples/amazon-connect-contact-surveys](). Follow the documentation to deploy it.

This should be an excellent starting point to achieve this. Feel free to reach out if you need assistance, I happen to have created this solution ^_^.

Answer

Hi Aurelien, thanks for the reply and documentation. Unfortunately, it does not meet my needs as we want to pull the stored customer input from AWS/Connect into Salesforce, which is the CRM we use for cases. We do not want a separate survey set up in AWS.

Really, what I'm trying to figure out is:
* Which blocks do I set in my Connect contact flow(s)?
* Where do I set them in the flow?
* How are they configured?
   * Do I link to existing lambda? Use another?
* How do I reference Stored Customer Input?

The goal is to get that stored customer input into Salesforce and onto the Voice Call Record that gets created.

I haven't had any luck customizing the CTR lambda code as I'm not sure how to reference the input within it.

Answer

I understand. In that case, you will need to use a combination of Store Customer Input and Invoke AWS Lambda Function to achieve your outcome.
Store Customer Input will prompt your users with a given question and collect the answer. Once a customer has entered an input, you can access the last stored input through the system contact attribute "Stored customer input", which you can pass to you Lambda for processing.

It might be worth reaching out to your AWS Account Manager, they might be able to assist you in getting the help you would require.

Post Call Survey using Salesforce Service Cloud Voice with Amazon Connect Telephony

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