Tenant-branded contact flows

Every tenant operates its own set of Amazon Connect contact flows. Tenancy is first-class: one Connect instance, multiple contact flows differentiated by tenant configuration. /escalate resolves the tenant from the caller’s verified custom:tenantId claim and reads that tenant’s Connect settings.

Contact flow element	Tenant-specific configuration
Greeting prompt	Text or audio prompt personalized with the tenant’s brand voice. Stored in Connect prompts library, referenced by prompt name from the tenant config record.
Nova 2 Sonic voice profile	Each tenant selects a Nova 2 Sonic voice ID that matches its brand — conversational for consumer contexts, professional for fleet and commercial contexts.
Hours of operation	Connect Hours of Operation block configured per tenant. Outside-hours routing sends the caller to a voicemail queue or a partner roadside-assistance line rather than an AVX agent session.
Escalation queues	One chat queue for every human handoff (escalation.tier2QueueArn), named per tenant convention (for example, <tenant>-fleet-support). The chat contact flow reads the severity contact attribute and sends P0 to a high-priority branch of that queue. A tenant that offers the P0 callback also names a callback contact flow and a callback queue, or a claimed number, as caller ID (escalation.callback). The tenant config record in DynamoDB (vsa-tenant-config) stores both.
Language and locale	Nova 2 Sonic supports multiple languages natively. The tenant config sets the default locale; the contact flow passes it as a session attribute so the supervisor system prompt and Nova 2 Sonic voice are locale-matched from the first utterance.
Custom prompts	Consent recordings, privacy disclosures, and brand-specific transition phrases are stored as Connect prompts and referenced from the contact flow by logical name.

Wiring tenant config to Connect

The script scripts/wire-connect-to-tenant.py reads the outputs of the deployed cvx-{stage}-connect stack and writes the Connect instance, the chat contact flow and the queue ARNs into the tenant’s active config version. Run it once after deploying a new tenant’s Connect resources:

VSA_STAGE=staging VSA_TENANT_ID=<tenant-id> AWS_REGION=us-east-1 \
  python3 scripts/wire-connect-to-tenant.py

After the script completes, the vsa-tenant-config entry for the tenant holds the Connect identifiers /escalate needs, with no hard-coded values in application code. The P0 callback is configured by hand, in a new config version: see P0 callback.

Note

The Connect instance ID is a deployment-time value obtained from the AWS Management Console or from aws connect list-instances. Do not embed it in source code or configuration files committed to version control; reference it via the environment variable CONNECT_INSTANCE_ID or the CDK stack output for your deployment.