Enter a script in a rule - Amazon Connect

Enter a script in a rule

There are times when you may need you agents to follow an exact script. For example, a compliance script that all agents need to follow.

To enter a script in a rule, enter phrases. For example, if you want to highlight when agents say Thank you for being a member. We appreciate your business, enter two phrases:

  • Thank you for being a member.

  • We appreciate your business.

To apply the rule to certain lines of businesses, add a condition for which queues it applies to, or contact attributes. For example, the following image shows a rule that applies when an agent is working the BasicQueue or Billing and Payments queues, the customer is for autoinsurance, and the agent is located in Seattle.