Sample secure customer data entry input in a call with a contact center agent
Note
This topic explains a sample flow that is included with Amazon Connect. For information about locating the sample flows in your instance, see Sample flows in Amazon Connect.
Type: Queue transfer
This flow shows you how to allow customers to input sensitive data while putting the agent on hold. In a production environment, we recommend using encryption instead of this solution.
Here's how it works:
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This flow begins with checking the customer's channel. If they are using chat, they are put in a queue.
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If they are using voice, the agent and customer are put in a conference call.
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A Play prompt tells the customer that the agent will be put on hold while customer enters their credit card information.
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When the prompt is finished playing, the agent is put on hold using a Hold customer or agent block. If an error occurs, a prompt is played that agent was unable to put on hold, after which the contact flow is ended.
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The customer's input is stored using the Store Customer Input block. This block encrypts the sensitive customer information using a signing key that must be uploaded in .pem format.
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After the customer's data is collected, the agent and customer are put back on call using the Conference All option in another Hold customer or agent block.
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The error branch runs if there's an error while capturing the customer's data.
