Page Comparison

Contact Flows are visual representations of how Amazon Connect routes calls. They look like flowcharts, and their blocks include actions like assigning a call to a queue, playing a message or hold music, requesting user input, etc.

Our current configuration of Amazon Connect uses the following contact flows:

• LAITS Call Introduction
  • The first place a calls goes. This plays a welcome message and sets various behaviors/variables before handing it off to another flow.
• LAITS Main Queue Flow
  • The heavy lifter. This flow does a lot - it checks our hours of operations and plays appropriate messages/solicits relevant input. It then routes the call appropriately
  • This is the flow to edit when we want to close the office for a meeting/event/emergency
  • 
  • To close the call center:
    • Disconnect the connector in the purple square, and connect it to the box in the red square.
    • Click the red square to edit the text-to-speech message as appropriate, be sure to include our email address.
    • When the change has been made, click save and then publish in the top right.
    • Once we're open again, reconnect the arrow in the purple square to the box labelled "Set customer queue flow"
• LAITS Queue 
  • This flow handles the hold/waiting loop. It plays hold music and asks the customer if they'd like to receive a call back rather than waiting in queue
• LAITS Bot Chat
  • This flow handles chats initiated by the chatbot
• LAITS Basic Chat
  • This flow handles chats initiated by visiting chat.laits.utexas.edu