Contact block: Play prompt - Amazon Connect

Contact block: Play prompt

Description

  • This block can play an interruptible audio prompt, play a text-to-speech message, or send a chat response.

  • Amazon Connect includes a set of pre-recorded prompts for you to use. However, you can record and upload your audio prompts. For instructions, see Create prompts.

Supported channels

The following table lists how this block routes a contact who is using the specified channel.

Channel Supported?

Voice

Yes

Chat

Yes

Task

No - takes the Okay branch but it has no effect

Contact flow types

You can use this block in the following contact flow types:

  • Inbound contact flow

  • Customer Queue flow

  • Customer Whisper flow

  • Agent Whisper flow

  • Transfer to Agent flow

  • Transfer to Queue flow

Properties

The properties give you different ways to choose the prompt to be played:

  • Select from the prompt library (audio): Choose from one of the pre-recorded prompts included with Amazon Connect, or record and upload your own prompt.

  • Select dynamically:

    You can select which prompt to play by using an attribute.

    1. Add Set contact attributes blocks to your flow. Configure each one to play the appropriate audio prompt. For example, the first one might play the .wav file for when your contact center is open. The second one might play the .wav file for when it's closed.

      The following image shows how you might configure a Set contact attributes block. In this example, the user-defined attribute is named CompanyWelcomeMessage. You can name your attribute anything you want.

    2. In the Play prompt block, choose User Defined, and then enter the name of the attribute that you created in step 1.

    3. Connect the Set contact attributes blocks to the Play prompt block. The following example shows how it might look if you added one of each block to test how this works.

    In a real life scenario, you would have multiple Set contact attributes. Each instance of CompanyWelcomeMessage would be set to a different ARN, depending on the scenario. For example, you might start with a Check hours of operation block. If your call center is closed, the flow branches to one Set contact attributes block. If it's open, the flow branches to another.

  • Text-to-speech or chat text: You have two options:

    • Enter text: To play text, Amazon Connect sends it to Amazon Polly, a service that converts text into lifelike speech using Speech Synthesis Markup Language (SSML). Amazon Polly returns the speech to Amazon Connect to play.

    • Enter dynamically: Upload .wav files that should be played, based on the value of the attribute.

  • Interpret as: The default setting in a contact flow block for interpreting text-to-speech is Text. To use SSML for text-to-speech in your contact flow blocks, set the Interpret as field to SSML as shown in the following image.

    When you add a prompt to a contact flow, you can use SSML tags to provide a more personalized experience for your customers. SSML tags are a way to control how Amazon Polly generates speech from the text you provide.

    To learn which SSML tags Amazon Connect supports, see SSML tags supported by Amazon Connect.

Configuration tips

When you use text, either for text-to-speech or chat, you can use a maximum of 3,000 billed characters (6,000 total characters). You can also specify text in a flow using a contact attribute.

Configured block

When this block is configured, it looks similar to the following image:

Sample flows

All of the sample flows use the Play prompt block. Take a look at the Sample inbound flow (first contact experience) to see a Play prompt for chat and one for audio.