Create inbound and outbound Amazon Connect contact flows

Create the inbound and outbound Amazon Connect contact flows to set up IVR (Interactive Voice Response).

Before you begin

Role required: admin

Procedure

1. Log in to your AWS account and select Contact Flows.
   1. Select the region where the Lambda function/LexBot was created.
      For more information see, Create an Amazon S3 bucket.

      Note:

      Ensure that the region that you selected matches across the Amazon Connect setup.
   2. In the Amazon Lex section, search and select your bot (for example: SN_CI_CC_LexBot) in the Bot drop-down, select SN_CI_CC_LexBot_Prod_Alias file from the Alias drop-down, and select Add Amazon Lex Bot.
   3. In the AWS Lambda section, search for your Lambda function (for example: SN_CI_CC_Process_Request) from the drop-down and select Add Lambda Function.
   4. Navigate to the Approved Origins section, select Add Domain to add your ServiceNow instance URL and select Add Domain.
      Note:

      Do not select the Enable Contact flow logs check box under the Contact flow logs section.
2. Log in to your Amazon Connect Instance as an Administrator.
   1. Hover over the Routing icon on the left navigation bar and select Prompts.
   2. Select Create new prompt, upload a prompt file of your choice with .wav file extension, and select Create.
      Note:

      Ensure that the .wav audio file is no more than 10 seconds for optimal results.
   3. Hover over the Routing icon on the left navigation bar and select Contact flows.
   4. Select the drop-down next to Create contact flow button and select Create customer queue flow.
   5. On the Contact flow form, select the drop-down next to the Save button and select Import flow (beta).
   6. On the Import flow (beta) pop-up screen, select a contact flow JSON file of your choice (for example: SN_CI_CC_Inbound_Customer_Queue_Flow) and select Import.
   7. After the JSON is uploaded, locate and select the Loop prompts tile.
   8. On the Loop prompts pop-up, select an audio file of your choice with the .wav extension (for example: SN_CI_CC_Inbound_Prompt.wav) from the Audio recording drop-down and select Save.
      Note:

      Ensure that the .wav audio file which you upload, does not exceed more than five-minutes duration.
   9. Select Save to save the Contact flow and select Publish to publish the Contact flow.
   10. Navigate to Routing > Contact flows, select Create contact flow and import the SN_CI_CC_Inbound_Contact_Flow JSON file that you downloaded from the KB article.
   11. Locate and select the Set customer queue flow tile.
   12. In the Set customer queue flow pop-up, select the customer queue flow from the drop-down (for example: SN_CI_CC_Inbound_Customer_Queue_Flow) and select Save.
   13. Locate and select the Invoke AWS Lambda function tile.
   14. In the Invoke AWS Lambda function pop-up, select the SN_CI_CC_Process_Request lambda function file from the drop-down, that you have already added at Step 1, C, and select Save.
   15. Locate and select the Get customer input tile.
   16. In the Get customer input pop-up, navigate to the Lex bot section and select the SN_CI_CC_LexBot file from the Name drop-down and SN_CI_CC_LexBot_Prod_Alias file from the Alias drop-down and select Save.
   17. Select the Play Prompt tile next to the Set Working Queue tile.
   18. In the Audio prompt drop-down, select the .wav file of your choice and select Save.
   19. Select Save to save the Contact flow and select Publish to publish the Contact flow.
   20. Navigate to Channels > Phone numbers and select Claim a number.
   21. On the Claim Phone number form, select either the Toll free Country or the DID (Direct Inward Dialing) Prefix and select the number.
   22. Provide a description of your choice in the Description field, select SN_CI_CC_Inbound_Contact_Flow from the Contact flow / IVR drop-down, and select Save.
       You can edit the number description and also associate it with a new contact flow on the Manage Phone numbers page.
       After the number is published, customers can make a call and start conversations with the Virtual Agent.

   For more information about creating a Contact Flow, see Amazon Contact flow documentation.

   For more information about creating Prompts, see Create prompts in Amazon Connect documentation.

What to do next

Invoke an automated caller interaction with bots to fulfill the caller's request within the ServiceNow instance. For more information, see Configure a contact flow for an automated caller interaction.