Contact block: Start media streaming - Amazon Connect

Contact block: Start media streaming


Captures what the customer hears and says during a contact. You can then perform analysis on the audio streams to:

  • Determine customer sentiment.

  • Use the audio for training purposes.

  • Identify and flag abusive callers.

Contact flow types

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

  • Inbound contact flow

  • Customer Queue flow

  • Customer Whisper flow

  • Outbound Whisper flow

  • Agent Whisper flow

  • Transfer to Agent flow

  • Transfer to Queue flow


Configuration tips

  • You must enable live media streaming in your instance to successfully capture customer audio. For instructions, see Capture customer audio: live media streaming.

  • When selecting the stream to start, only choose one option. Selecting both options results in an inaudible media stream.

  • Customer audio is captured until a Stop media streaming block is invoked, even if the contact is passed to another contact flow.

  • You must use a Stop media streaming block to stop media streaming.

  • If this block is triggered during a chat conversation, the contact is routed down the Error branch.

Configured block

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

Sample flows

Example contact flow for testing live media streaming