Sample recording behavior - Amazon Connect

Sample recording behavior

Type: Contact flow (inbound)

This contact flow starts by checking the channel of the contact:

  • If the contact is a task, it is transferred to the Sample inbound flow.

  • If the customer is using chat, they get a prompt that the Set recording block enables managers to monitor chat conversations. (To record chats, you only need to specify an Amazon S3 bucket where the conversation will be stored.)

    To monitor chats, the Set recording block is configured to record both the Agent and Customer.

  • If the contact is using voice, a Get customer input block prompts them to enter the number for who they want to record. Their entry triggers the Set recording behavior block with the appropriate configuration.

It ends with the customer being transferred by to the Sample inbound flow.

For more information, see the following topics: