User defined contact attribute value in Amazon Connect contact flow is not saving or being passed to Salesforce

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Goal: I'm trying to pass the option that is selected in the Amazon Connect IVR into a custom field on the Voice Call object in Salesforce. We are using Service Cloud Voice with Partner Telephony by Amazon Connect.

(This is set up exactly as specified at https://developer.salesforce.com/docs/atlas.en-us.voice_developer_guide.meta/voice_developer_guide/voice_example_interactive_voice_response.htm)

I have a custom field in Salesforce on the Voice Call object with an API name of Phone_Support_Selection__c. In the Amazon Connect inbound contact flow I have a "Set Contact Attributes" block that is set up as:

  • Destination Type: User Defined
  • Destination Attribute: sfdc-PhoneSupportSelection__c
  • Text Value: Dashboard

However, the value never passes to Salesforce and when I check the Cloudwatch logs Parameters.Key is listed as PhoneSupportSelection, but there is no value listed.

Any help would be amazing, thanks!

3 Answers
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The fact that you don't see any data in CW tells me that you more than likely have the block configured incorrectly. Can you share a shot of how you're setting it up?

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dmacias
answered 4 months ago
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Yes, here is the current block. It is placed in the flow before the voice call creation step.

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answered 4 months ago
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So your set block is correct. Now, on to your script. When you look at the CW logs, are you sure the call is going through this logic?

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dmacias
answered 4 months ago

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