Step 4: Create a flow

Although Amazon Connect comes with a set of built-in flows, you can create your own flows to determine how a customer experiences your contact center. The flows contain the prompts that customers hear or see, and they transfer them to the right queue or agent, among other things.

In this step, create a flow that's specific to the IT Help Desk experience that you're creating.

1. On the Amazon Connect navigation menu, go to Routing, Flows.

   

2. Choose Create flow.

   

3. The flow designer opens. Enter a name for the flow, such as Test flow.

   

4. Use the search box to search for the following block, and drag them onto the grid: Set logging behavior, Set voice, and Play prompt.

   

5. Use your mouse to drag an arrow from the Entry block to the Set logging behavior block.

   

6. Connect the remaining blocks, as shown in the following image.

   

7. Choose the Play prompt title to open its properties page.

   

8. Configure the Play prompt block, as shown in the following image, and then choose Save. Choose Text-to-speech or chat text, choose Set manually, enter Welcome to the IT Help desk.

   

9. Add a Get customer input block and connect to the Play prompt block.

   

10. Choose the title of the Get customer input block to open the properties page.

    

11. Configure the Get customer input block, as shown in the following images. Choose Text-to-speech or chat text, Set manually, and enter How can I help in the text box. Set the Interpret as dropdown box to Text.

    

    The following image shows the Amazon Lex tab. Choose the name of your Amazon Lex bot from the dropdown list. For Alias enter $LATEST.

    

12. While still in the Get customer input block, choose Add an intent.

    

13. Enter the names of the intents that you created in the Amazon Lex bot, such as PasswordReset and NetworkIssue. They are case sensitive!

    

14. Choose Save.

15. Add a Play prompt block and connect it to the PasswordReset branch.

16. Choose the Play prompt title to open its properties page. Configure the Play prompt block with the message We're putting you in a queue to help you with password reset. Choose Save.

17. Add a second Play prompt block and connect it to the NetworkIssue branch.

18. Choose the Play prompt title to open its properties page. Configure the Play prompt block with the message We're putting you in a queue to help you with your network issues. Choose Save.

19. Add a Disconnect / hang up block to the grid. Connect the Default and Error branches to it.

20. Add a Set working queue block to the grid. Connect the Play prompt block for PasswordReset.

    

21. Choose the Set working queue title to open its properties page. Configure the Set working queue block by using the drop-down arrow to choose the PasswordReset queue. Choose Save

    

22. Add a Set working queue block for NetworkIssue, and configure it with the NetworkIssue queue.

    

23. Drag two Transfer to queue blocks (from the Terminate/Transfer group) onto the grid.

24. Connect each of the Set working queue blocks to a Transfer to queue block.

25. Drag another Disconnect/hang up block onto the grid. Connect all of the remaining Error and At capacity branches to it.

26. The completed flow looks similar to the following image.

    

27. Choose Save, and then choose Publish.

    

    Tip

    Any blocks that aren't connected or configured correctly generate an error. If this happens, double-check that all branches are connected.

28. When the flow publishes, it displays the message that it saved successfully.

    

    If the flow doesn't save, double-check that all the branches are connected to blocks. That's the most common reason flows don't publish.