How do I configure custom outbound whisper flows in Amazon Connect?

Last updated: 2021-08-24

I want to configure custom outbound whisper flows in Amazon Connect.

Short description

The default outbound whisper flow is played for customers at the start of an outbound call. You can override default outbound whisper flows by creating and setting your own outbound whisper flows.

Resolution

Important: To create and edit contact flows, you must log in to your Amazon Connect instance as a user with sufficient permissions in your security profile.

Create an outbound whisper flow

To manage what customers experience immediately before being joined to an agent on an outbound call, create an outbound whisper flow.

  1. Log in to your Amazon Connect instance.
    Note: Replace the alias with your instance's alias.
  2. In the navigation pane, hover over Routing, and then choose Contact flows.
  3. On the Contact flows page, choose the arrow icon next to Create contact flow, and then choose Create outbound whisper flow.
  4. In the contact flow designer, for Enter a name, enter a name for the contact flow. For example: Outbound whisper - Custom
  5. Choose Save.

Add a Set voice block

Set the text-to-speech language and voice using a Set voice contact block.

  1. In the contact flow designer, expand Set.
  2. Drag and drop a Set voice block onto the canvas.
  3. Choose the Set voice block title. The block's settings menu opens.
  4. Choose a Language and Voice for the audio prompt that the customer hears.
  5. Choose Save.

Add a Play prompt block

Configure the audio prompt that customers hear using a Play prompt contact block.

  1. In the contact flow designer, expand Interact.
  2. Drag and drop a Play prompt block onto the canvas.
  3. Choose the Play prompt block title. The block's settings menu opens.
  4. For Prompt, configure the audio prompt that you want to play.
  5. Choose Save.

Note: (Optional) To record outbound calls, add a Set recording and analytics behavior block in the flow.

Add a Set recording and analytics behavior block

  1. In the contact flow designer, expand Set.
  2. Drag and drop a Set recording and analytics behavior block onto the canvas.
  3. Choose the Set recording and analytics behavior block title. The block's settings menu opens.
  4. For Call recording, choose the On option. For more information, see Contact block: Set recording and analytics behavior.
  5. Choose Save.

For more information about call recording, see Set up recording behavior.

Add an End flow / Resume block

  1. In the contact flow designer, expand Terminate / Transfer.
  2. Drag and drop an End flow / resume contact block onto the canvas.

The block ends the outbound whisper flow while keeping the customer connected. For more information, see Contact block: End flow / Resume.

Finish the Outbound whisper flow

  1. Add and connect more contact blocks to your outbound whisper flow as needed for your use case.
  2. Connect all the connectors in your contact flow to a block. For example: Entry point > Set voice > Play prompt >End flow / resume
  3. Choose Save to save a draft of the flow.
  4. Choose Publish to activate the flow immediately.

For more information, see Create a new contact flow.

Set your custom outbound whisper flows

To override the default outbound whisper flow for outbound calls initiated from the contact center, set your new outbound whisper flow in the queue.

  1. In your Amazon Connect instance, in the navigation pane, hover over Routing, and then choose Queues.
  2. On the Queues page, choose the name of the queue where you want to override the default outbound whisper flow.
  3. On the Edit queue page, select the outbound whisper flow that you created from the Outbound whisper flow (optional) menu.
  4. Choose Save.

Note: Every agent in Amazon Connect is associated with one routing profile. For every routing profile, there is one default outbound queue. The outbound whisper flow is taken from that default outbound queue for an agent.


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