Flow block: Amazon Q in Connect

This topic defines the flow block for Amazon Q in Connect.

Description

• Associates an Amazon Q in Connect domain to a contact to enable real-time recommendations.

• For more information about enabling Amazon Q in Connect, see Use Amazon Q in Connect for generative AI–powered agent assistance in real-time.

Supported channels

The following table lists how this block routes a contact who is using the specified channel.

Note

Nothing happens if a task is sent to this block, however, you will be charged. To prevent this, add a Check contact attributes block before this one and route tasks accordingly. For instructions, see Personalize a contact's experience based on how they contact your contact center.

Channel	Supported?
Voice	Yes
Chat	Yes
Task	No

Flow types

You can use this block in the following flow types:

• Inbound flow

• Customer Queue flow

• Outbound whisper flow

• Transfer to Agent flow

• Transfer to Queue flow

Properties

The following image shows the Properties page of the Amazon Q in Connect block. It specifies the full Amazon Resource Name (ARN) of the Amazon Q in Connect domain to associate to the contact.

Configuration tips

• To use Amazon Q in Connect with calls, you must enable Amazon Connect Contact Lens in the flow by adding a Set recording and analytics behavior block that is configured for Contact Lens real-time. It doesn't matter where in the flow you add the Set recording and analytics behavior block.

  Amazon Q in Connect, along with Contact Lens real-time analytics, is used to recommend content that is related to customer issues detected during the current call.

• Contact Lens is not required to use Amazon Q in Connect with chats.

Configured block

The following image shows an example of what this block looks like when it is configured. It has the following branches: Success and Error.