Tutorial 3: Create an IT help desk

This tutorial shows you how to create an IT Help Desk. It shows how to create an Amazon Lex bot that finds out why the customer is calling. You next create a flow to use the customer's input to route them to the right queue.

Prerequisite

This tutorial is part of a series. If you performed Tutorial 1, you're ready to go. If not, here's what you need:

• An AWS account

• A configured Amazon Connect instance

• An Amazon Connect administrative account

• A claimed phone number

Contents

• Step 1: Create an Amazon Lex bot
• Step 2: Add permissions to Amazon Lex bot
• Step 3: Set up routing
• Step 4: Create a contact flow
• Step 5: Assign the contact flow to the phone number
• Step 6: Test a custom voice and chat experience