How do I use custom whisper flows in my Amazon Connect IVR system?

Last updated: 2020-03-25

I want to customize the whisper flows for customers and agents as part of my Amazon Connect contact center's Interactive Voice Response (IVR) system. How do I configure custom whisper flows?

Short Description

Amazon Connect provides default contact flows to use in your contact center. By default at the start of inbound calls, the default customer whisper and default agent whisper contact flows play for customers and agents, respectively. You can override these default whisper flows by creating and setting your own customer whisper and agent whisper flows.

Resolution

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

Create a customer whisper flow

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

  1. Log in to your Amazon Connect instance using your access URL (https://alias.awsapps.com/connect/login).
    Note: Replace alias with your instance's alias.
  2. In the left navigation pane, pause on Routing, and then choose Contact flows.
  3. On the Contact flows page, next to the Create contact flow button, choose the down arrow, and then choose Create customer whisper flow.
  4. In the contact flow designer, for Enter a name, enter a name for the contact flow. (For example, "Customer 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 block title (Set voice). 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. You can use this block to include a custom text message, which can reference a contact attribute such as the name of specific queue. For example, "We're connecting you to an agent in $.Queue.Name". For more information, see Contact Flow System Attributes.

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

Add a Disconnect / hang up block

In the contact flow designer, expand Terminate / Transfer, and then drag and drop an End flow / resume contact block onto the canvas. This block ends the customer whisper flow while keeping the customer connected. For more information, see Contact Block: End Flow / Resume.

Finish the customer whisper flow

  1. Add and connect more contact blocks to your customer whisper flow as needed for your use case. For example use cases, see Sample Contact Flows.
  2. Connect all the connectors in your contact flow to a block, like this:
    Entry point > Set voice > Play prompt > End flow / resume.
  3. Save and publish the contact flow.

For more information, see Create a New Contact Flow.

Create an agent whisper flow

To manage what agents experience immediately before being joined with an inbound customer call, create an agent whisper flow.

  1. In your Amazon Connect instance, in the left navigation pane, pause on Routing, and then choose Contact flows.
  2. On the Contact flows page, next to the Create contact flow button, choose the down arrow, and then choose Create agent whisper flow.
  3. In the contact flow designer, for Enter a name, enter a name for the contact flow. (For example, "Agent whisper - Custom".)
  4. 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 block title (Set voice). The block's settings menu opens.
  4. Choose a Language and Voice for the audio prompt that the agent hears.
  5. Choose Save.

Add a Play prompt block

Configure the audio prompt that agents 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 block title (Play prompt). The block's settings menu opens.
  4. Under Prompt, configure the audio prompt that you want to play. For more information, see Contact Block: Play Prompt.
  5. Choose Save.

Add a Disconnect / hang up block

In the contact flow designer, expand Terminate / Transfer, and then drag and drop an End flow / resume contact block onto the canvas. For more information, see Contact Block: End Flow / Resume.

Finish the agent whisper flow

  1. Add and connect more contact blocks to your agent whisper flow as needed for your use case. For example use cases, see Sample Contact Flows.
  2. Connect all the connectors in your contact flow to a block, like this:
    Entry point > Set voice > Play prompt > End flow / resume.
  3. Save and publish the contact flow.

For more information, see Create a New Contact Flow.

Set your custom whisper flows in other contact flows

Override the default customer whisper and default agent whisper contact flows in a contact flow by setting your newly created custom whisper flows.

  1. In your Amazon Connect instance, in the left navigation pane, pause on Routing, and then choose Contact flows.
  2. On the Contact flows page, choose the name of a contact flow in which you want to override the default whisper flows. Or, create a new contact flow.
  3. In the contact flow designer, expand Set.
  4. Drag and drop a Set whisper flow block onto the canvas.
  5. Choose the block title (Set whisper flow). The block's settings menu opens.
  6. Under Whisper flow, do either of the following:
    Choose Agent, and then for Select a flow, choose the agent whisper flow that you created.
    Choose Customer, and then for Select a flow, choose the customer whisper flow that you created.
  7. Choose Save.
  8. Repeat steps 3-7 for the other custom whisper flow that you created.

Finish the contact flow

  1. Add and connect more contact blocks as needed for your use case. For example use cases, see Sample Contact Flows.
  2. Connect all the connectors in your contact flow to a block.
  3. Save and publish the contact flow.

For more information, see Create a New Contact Flow.