Contact block: Wisdom - Amazon Connect

Contact block: Wisdom

Description

Supported channels

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

Note

Nothing happens if a chat or 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 chats and tasks accordingly. For instructions, see Route based on contact's channel.

Channel Supported?

Voice

Yes

Chat

No

Task

No

Contact flow types

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

  • Inbound contact flow

  • Customer Queue flow

  • Transfer to Agent flow

  • Transfer to Queue flow

Properties

Configuration tips

  • Amazon Connect Wisdom, along with Contact Lens Real-Time analytics, is used to recommend content that is related to customer issues detected during the current contact. The Set recording and analytics behavior block with Contact Lens real-time enabled must also be set in this flow for Wisdom recommendations to work. It doesn’t matter where in the flow you add Set recording and analytics behavior.

Configured block

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

Sample flows

See these sample flows for scenarios that use this block:

Scenarios

See these topics for scenarios that use this block: